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Documentation Index

Fetch the complete documentation index at: https://docs.dovetail.com/llms.txt

Use this file to discover all available pages before exploring further.

Salesforce Service Cloud Pn

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Overview

Automatically import closed Salesforce Service Cloud Cases into Channels in real-time, where they’ll be analyzed and classified into themes, allowing you to track trends over time. When setting up the connection, you’ll have the option to select specific queues to sync Cases from, and you can also select how far back you’d like to import existing data from. Learn more about Channels →

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Set up Salesforce Service Cloud integration

You can set up your Salesforce Service Cloud integration from Settings, when creating a new Channel, or by selecting Add source on an existing Channel in your workspace.
  • To do this, set up your Channel and select Salesforce Service Cloud in the Connect data source modal. You’ll be prompted to log in to your Salesforce account and accept the required permissions to authorize access.
  • Next, select the queues you’d like to pull Cases from — or pick All queues to import from every queue — and choose how far back you’d like to import existing data from.
  • From there, confirm the setup and click Finish.
This integration connects to a Salesforce production org (login.salesforce.com). Sandbox orgs are not supported.

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Import Cases automatically to Channels

After connecting your Salesforce Service Cloud account, Dovetail will automatically sync closed Cases into your selected Channel. These will be stored, analyzed, summarized, and organized into themes.
  • To do this, open or create a new Channel and add Salesforce Service Cloud as a data source.
  • Next, select the queues you wish to sync Cases from and how far back you’d like to import existing data from.
  • From there, confirm set up and select Finish. Once complete, Cases will start importing into your Channel and continue to sync as Cases are closed in Salesforce.
Each Case is imported with its full email thread as the conversation, so themes and sentiment are derived from the actual back-and-forth between your customer and your support team. Internal CaseComments aren’t imported — only EmailMessages associated with the Case. Note: Only Cases with Status = Closed are imported. Open and in-progress Cases will be picked up automatically once they’re closed. Along with the Case itself, we automatically sync in metadata related to the Case if available. This includes Case Number, Subject, Status, Priority, Origin, and Type. This metadata is stored alongside the full conversation content, allowing you to analyze support conversations with full context.

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Disconnect Salesforce account

When you disconnect Dovetail, we will no longer have access to your Salesforce Service Cloud data or account information. Any Cases that you have imported into Dovetail before disconnecting will not be deleted and will remain in Dovetail.
  • If you wish to disconnect Salesforce Service Cloud from Dovetail, select ⚙️ Settings → Integrations, locate Salesforce Service Cloud, click ••• and select Disconnect.

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Requested permissions

When you connect your Salesforce account to Dovetail, you will grant Dovetail access to:
  • api — Allows Dovetail to read Case, EmailMessage, and Queue data via the Salesforce REST API
  • refresh_token — Allows Dovetail to maintain the connection without you re-authorizing on every sync
These scopes are read-only in practice — Dovetail only issues SELECT queries against your org and never writes back to Salesforce.

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Required Salesforce permissions

To successfully connect the integration, the user authorizing the connection in Salesforce must have:
  • API Enabled on their profile (standard on Enterprise, Performance, Unlimited, and Developer editions)
  • Read access on the Case and EmailMessage objects
  • Visibility of the queues you want to import from (controlled by Salesforce queue membership and sharing rules)
Without the appropriate access, the integration may connect successfully but fail to import data, or only import a subset of Cases visible to the authorizing user. On the Dovetail side, to connect Salesforce Service Cloud to Dovetail, you’ll need:
  • Access to create or manage Channels
  • Valid Salesforce login credentials during the connection process