Salesforce

Integrate Netomi with Salesforce Service Cloud for knowledge and case handoff.

What this integration does

• Knowledge sync — pulls Salesforce Knowledge articles into the agent.
• Case creation — opens a Case on handoff and links the conversation transcript.
• Live Agent handoff — routes to a Service Cloud queue.

Prerequisites

• Salesforce Service Cloud
• A Salesforce Connected App with api and refresh_token scopes
• Netomi workspace admin role

Setup

1. In Salesforce, create a Connected App: Setup → App Manager → New Connected App.
2. Enable OAuth Settings, set the callback URL to https://app.netomi.com/oauth/salesforce.
3. In Netomi, go to Integrations → Salesforce and click Connect.
4. Authorize via the Salesforce login flow.

Configuration

Setting	Description
Knowledge object	Which Knowledge object to sync (default: Knowledge__kav)
Case record type	Record type used for handoff cases
Default queue	Salesforce queue receiving handoff cases
Field mapping	Map Netomi metadata to Case custom fields

Field mapping example

Netomi field	Salesforce Case field
user.email	SuppliedEmail
conversation.summary	Description
conversation.id	Netomi_Conversation_Id__c

Limitations

• Salesforce API limits apply — sync large KBs during off-hours.
• Multi-org Salesforce setups require one Netomi workspace per org.