Salesforce security and privacy FAQ

The Hootsuite social customer care integration allows customers to connect social data and conversations from Hootsuite with Salesforce Service Cloud cases. To enable this, data is transferred between the two platforms.

What Salesforce data does Hootsuite have access to?

In Salesforce the following Custom and Standard Objects are accessed by the Hootsuite application:

• Objects : Case Object, Hootsuite Contact Persona Object (Custom)
• Fields : Case: Case ID, Case Status
• Authentication: Shared Secret, User Email Address JWT Token

What social data does Hootsuite send to Salesforce?

The integration "pushes" data from Hootsuite to Salesforce and creates the following Case Object and Hootsuite Contact Persona Object data:

Case Object - When creating a case in Salesforce from Hootsuite, the standard Salesforce Case Object fields for Record Type, Subject, Origin, Priority, and Status are updated. This includes the following Salesforce fields and Hootsuite data and descriptions:

• Conversation ID - The unique ID of the conversation that initiated the case.
• Social network channel - The social network channel where the case was initiated.
• Created from Hootsuite by email - The email of the agent that created the case from Hootsuite.
• Created from Hootsuite by ID - The Hootsuite ID of the agent that created the case from Hootsuite.
• Hootsuite contact persona - The related Hootsuite contact persona to the case.

Hootsuite Contact Persona Object - A custom object is created at the time of installing the managed app package. And when a case is created, a social contact person record is also created and related to the case record. This includes the following Salesforce fields and Hootsuite data and descriptions:

• Hootsuite contact persona name - Concatenated: [Social Network Channel] - [Primary Identifier].
• Contact profile ID - The contact's Hootsuite external ID.
• Primary identifier - The contact's primary identifier (social handle).
• Secondary identifier - A secondary identifier (First/Last name from SN, Phone Number for WhatsApp) for the contact.
• Email - The contact's email from Hootsuite.
• Social network channel - The contact's social network.
• Contact - The related contact, if known, to this contact.
• Language - The contact's language.
• Phone - The contact's phone number.
• URL - The contact's social network profile URL.
• VIP - Indicates if the contact is a Hootsuite VIP (see Manage contacts in Inbox 2.0).

How is my social data from Hootsuite used in Salesforce?

Conversations in Hootsuite Inbox 2.0 are used to create case records in your Salesforce instance, and associated with a Hootsuite contact (Custom Object) record. This data allows agents in your instance to view and continue conversations with your customers directly on the social channels they are reaching out to you from. This data compliments other case data in your system to provide a more rounded view of your customer for personalized customer care.

How does authentication with Salesforce work?

Hootsuite uses a JSON Web Token to validate relevant licenses in Hootsuite. The token contains the email address of the Salesforce user who is loading the Hootsuite case page to validate their relevant licenses in Hootsuite.