Select Salesforce case fields

Author specified and pre-populated case fields are available when creating a Salesforce case action.

Integrate Salesforce Case Management

Note:

• Only Admins can perform this task.
• This task is only performed once. However, if your Salesforce setup changes, your organization's Admin can make updates on the Salesforce Case Settings page.

There are two types of Salesforce case fields:

• Author specified: Rule authors can define the fields when creating the rule. This is set by just clicking Include next to the field name.
• Pre-populated: Fields are pre-populated with a defined value set by the Admin. This is set by enabling the toggle in the Pre-populated column and entering a Field Value.

1. Click the App Drawer and select Actions.
2. In the navigation bar, click Product Settings > Salesforce Case Settings.
   
3. Select any custom fields in your Salesforce instance.
   Note: Required fields in Salesforce are automatically pre-selected after integrating with Salesforce Case Management. If you want additional required fields when creating a case with CX, click Include next to the field name.
   1. In the Include column, select to Include next to a field name.
   2. Pre-populate a field by enable the toggle in the Pre-populated column.
   3. If the pre-populated toggle is enabled, select a Field Value to pre-populate the field with.

   The following are some examples of types of Salesforce fields you can use.

   Fields	Description
   Type	The type of case, such as feature request or question.
   Contact Email	The email address of the contact.
   Contact Mobile	The mobile number of the contact.
   Subject	The subject of the case.
   Priority	The importance or urgency of the case. For example, High, Medium, or Low.
   Reason	The reason the case was created.
   Description	A text description of the case. Any answers from customers can be inserted here if applicable.
   Internal Comments	Comments relating to the case.
   Status	The status of the case. For example, New, Closed, or Escalated.
   Account Id	The id of the account associated with the case.

4. Click Save.

Related information

• Create a Salesforce case action