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Connect Salesforce to Dovetail

Give chat and Agents live access to Salesforce through its hosted MCP server. (Separate from Salesforce Service Cloud case sync.

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1. Build the MCP server (optional)

Skip this step if you’re using a standard server like sobject-all. If the standard servers give more or less than you want, you can curate your own instead — combining tools from multiple standard servers, or adding tools backed by your own Apex, Flows, or APIs.
  1. Go to Setup → Quick Find → API Catalog → MCP Servers.
  2. Click Create Salesforce MCP Server.
  3. Enter a unique label, name, and description → Create.
  4. Make sure the server is deactivated, then click Add Server Assets → Add Tools to map in Apex actions, Apex REST/AuraEnabled APIs, Flows, Named Query APIs, or Agentforce agents.
Scope custom servers to a persona (e.g. a “sales rep” server or “data hygiene” server) rather than exposing everything in one place — clients tend to pick tools less reliably once there are more than a few dozen to choose from.

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2. Enable the hosted MCP server (Salesforce)

Servers are off by default; an admin turns them on.
  1. Go to Setup → Quick Find → MCP Servers (under API Catalog) → open Salesforce Servers (or your custom server from step 1).
  2. Toggle on the server(s) you need. Common standard ones:
    • sobject-all — full read/write/query across standard & custom objects (still bound by the user’s FLS, object perms, and sharing rules).
    • salesforce-api-context — object metadata / API context.
    • metadata-experts — metadata generation (Beta).

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3. Create the External Client App (Salesforce)

  1. Go to Setup → Quick Find → External Client App Manager → New External Client App.
  2. Fill in Basic Information, expand API (Enable OAuth Settings), check Enable OAuth.
  3. Set the Callback URL:
  4. Under Selected OAuth Scopes, add only:
    • Access MCP servers (mcp_api)
    • Perform requests at any time (refresh_token)
  5. Check:
    • Require Proof Key for Code Exchange (PKCE) Extension for Supported Authorization Flows
    • Issue JSON Web Token (JWT)-based access tokens for named users
  6. Leave unchecked:
    • Enable Authorization Code and Credentials Flow
    • Enable Client Credentials Flow
    • Require Secret for Web Server Flow
    • Require Secret for Refresh Token Flow
  7. Save.

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4. Copy two values

  • Consumer Key — the app → Settings → OAuth Settings → Consumer Key and Secret (enter the emailed verification code).
  • MCP server URL — from the MCP Servers connection details.

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5. Connect from Dovetail

  1. In an agent, go to External tools → Salesforce → Connect (or use the connector picker in chat).
  2. Paste the MCP server URL and Consumer Key.
  3. Approve the Salesforce popup.
  4. Toggle Salesforce on per agent.