Salesforce integration overview

For organizations that use both Salesforce Service (Sales) Cloud (SFC) and Salesforce Marketing Cloud (SFMC), Attentive has integrations for each, which can allow you to get additional value from Attentive. You can learn more about the SFSC integration and SFMC integration by visiting each how-to guide. The following table outlines the benefits of each Salesforce instance.

Salesforce instance Benefits How-to guide
Salesforce Service Cloud (SFSC)/Salesforce Sales Cloud Salesforce Service Cloud is a CRM and customer service platform built by Salesforce on the Force.com ecosystem/platform. With this service, you can:
  • Keep track of your customer records
  • Create a 360 degree, multi-channel view of your customers
  • Respond to customer inquiries via email, SMS, social media, and so on
Salesforce Service Cloud
Salesforce Marketing Cloud (SFMC) Salesforce Marketing Cloud is an enterprise multi-channel marketing solution that allows you to send:
  • Emails
  • Push notifications
  • SMS messages
Salesforce Marketing Cloud

Salesforce Service Cloud and Marketing Cloud

If you currently use both Salesforce Service Cloud and Marketing Cloud, we recommend the following setup steps:

  1. Set up the SFSC postback integration and CX integration (if needed). Make sure that you meet the Product Requirements before setting up the integration.
  2. Only set up the Journey Builder part of the SFMC integration, not the SFMC postback* integration.
  3. *Note that the SFMC postback integration isn't necessary because we can sync contacts in near real-time with SFSC, and it would create duplicate records.
  4. If you haven't already, download and set up Marketing Cloud Connect.
    This enables you to sync contacts (and all Salesforce objects) from SFSC directly with your SFMC instance.

After the integration is set up, the following diagram illustrates how both integrations work together:
sf_diagram.png

 

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