1 Reply Latest reply on Nov 20, 2017 3:29 AM by michael.odriscoll

    How can I extend the standard Salesforce interface to include Case information

    Rookie

      Has anyone had experience with the Salesforce.com integration for ISM (preferably 2017.2 or above)?  I understand that the standard Salesforce interface provides synchronisation of Contact and Account records.  We would like to have the Case/support tickets that are raised in Salesforce to be pushed into ISM and then the status information pushed back into Salesforce.  This is to synchronise two Help Desks and means that the agents using Salesforce do not have to leave that app to get status information on Cases that are being worked on by the  Agents using ISM.  This is very similar to the way that the standard Salesforce integration handles contacts & accounts but for Cases.  I assume that we can expand the Salesforce interface so that it can support Cases so I am hoping that someone else has already done this and can provide help or advice.  Thanks.  Mark