Open and work with Salesforce cases

Once you send your Inbox 2.0 conversation to Salesforce, you can open your conversation and continue messaging your customer in either Salesforce or Hootsuite Inbox 2.0. Learn how to send an Inbox 2.0 conversation to Salesforce.

Open an existing Salesforce case created in Inbox 2.0

When you send your conversation to Salesforce, Hootsuite creates a new Salesforce case from that conversation. To open the associated case, select the case link in the message notes.

You can also find your case in the Case list in Salesforce (see View case lists). The time stamp for the case shows the date and time the case was created in Hootsuite.

Work with Inbox 2.0 conversations in Salesforce

Salesforce cases you create in Hootsuite work just like any other Salesforce case. Learn more about working with cases in Salesforce. With the Hootsuite connection, you can work with your conversations from either Salesforce or Inbox 2.0 - you'll see your replies and actions in both places. See the following example of a Hootsuite conversation in Salesforce:

Learn how to work with conversations in Inbox 2.0.

Update contact and case details in Salesforce

Salesforce cases you create in Hootsuite automatically link real-time social data (like customer sentiment, issues, interaction history, and more) to customer profiles in Salesforce, so you have the insights you need to provide stellar customer experiences.

With social data in your organization’s CRM, you get immediate access to valuable insights. You can then put those insights into action by using them to deliver positive and personalized customer experiences. The impact? Happier customers, leading to greater retention, revenue, and growth.

Agents with Case Edit permissions can modify case and contact details in Salesforce. Select Edit next to any of the details to edit that information. The Medium Identifier Value lets you identify a specific social account for customers with multiple social accounts.

Close or resolve a case

When you close a case in Salesforce, it will mark the conversation as resolved in Hootsuite. Similarly, if you resolve the conversation in Hootsuite, it will close the case in Salesforce.

• Learn how to close a case in Salesforce
• Learn how to resolve a conversation in Hootsuite

Find conversations that have been sent to Salesforce

Filter your conversations to see just those that have or have not been sent to Salesforce or view specific cases.

1. Go to Inbox 2.0, and then select Filters at the top of the queue.
2. Under CRM cases, search for a case or select an option to filter the queue.