Salesforce Integration Link/Button on user page

Great idea @Ilan B! Is the purpose to gain more contextual information from customer data about the user you’re speaking to, e.g. what products they’ve purchased?

Hi @daniel.boon,

That is exactly the purpose! 

Also, when we see a customer posting that they are unhappy, or in need of more help etc, it’s useful for us to be able to go to salesforce to see the account managers, and loop them in.

At the moment, the process is See name > Go to salesforce > search name > match name with email in insided (as they can login with a pseudonym) > then contact AM/CSM.

All I would imagine is a simple button next to their name (on the moderation side) that connects straight to their salesforce page. 

Thanks for sharing more details @Ilan B!

So the main need is around being able to loop in an account manager when a customer is unhappy or needs further assistance. Are there any ways you see that this could be simplified even further? (e.g. automating the ‘contact account manager’ part, for instance by raising a CTA in Gainsight, or sending a Slack notification - both with information about the customer and their post)

Hi @daniel.boon,

Theoretically that could be great, but I think it’s making a simple fix more complicated.

I’m honestly happy with just being able to be sent to their SalesForce page, as I can see any other communication with the customer, and any other pertinent information that I need. Adding CTAs starts making things more complicated.

Ilan

Curious to hear some feedback from other Salesforce users on this idea - it does seem like a great opportunity to reduce the effort to get more contextual customer information about a user whilst performing moderation or checking a user’s profile on inSided.

 @dan_at_community  @adam.ballhaussen @justine.rae @Scott Baldwin 

when I go into a users page on the moderation page [on inSided], there would be a link/button there that took me straight to their salesforce [contact] page

@daniel.boon I’d be up for it but not sure this this would require the data syncing to be enabled, Right now because we don’t use a picklist field type for the account field (we use a formula field type) we can’t use much of the Salesforce integration as-is.

@daniel.boon this could be a huge help for us. I share @Ilan B’s use case and would love quick and easy access to a contact record in SF for any community members that are synced. Likewise with the accounts in the Engagement dashboard.

@daniel.boon this functionality would be interesting, but not something that would be critical for our workflows. We seldom have a need to look up a community user’s SFDC profile info. 

Thanks everyone for chipping in with your feedback, appreciate it!

One other question - what would be most helpful: a link to the Contact page, Account page, or links to both?

We’ll, now that we have the integration working 😉 I’d  say links to both. Sometimes I want more info on the user, other times on the account. 

@daniel.boon,
I agree with @Scott Baldwin that both would be preferable, but honestly, if it can get rolled out with just one of the two (maybe preference for customer over account) at the beginning that would work for us. 
Thanks for keeping us updated!

Hey all, here’s a concept that we’re investigating into recently and we’d love to hear your feedback.

Goal: make it easy to get contextual information from Salesforce about a community member.

Solution: with Salesforce integration, you can see the Salesforce Account and Contact link in the Control > User profile page. 

Who can see this information: moderators and above, or users with the user custom user role permission.

# 1 - Buttons

#2 - Salesforce information section

Questions:

1. What is the most convenient location for you to see these information? 
2. Is the UI clear enough? 

Hey @Ilan B @CommunityKaila @adam.ballhaussen @Scott Baldwin, thanks for sharing or giving input on this idea. Would you like to give your opinions on the solutions above? Thanks a lot 

@xiaoyu-shen I prefer option #1 if inSided doesn’t plan to add any additional info/functionality. The buttons make sense there and feel cleaner. However, I could see Option #2 working well if at some point more information about the community member would come over from Salesforce (like specific account info, contact info, or some sort of roll up summary of other contacts at the account)

I really like the look of option number one.

@xiaoyu-shen option one works well and is most convenient, but as the number of buttons grow in that area this will likely have to change to something like Option 2 as you run out of space. I also like the use of the arrows in Option 2 to indicate that you’re going out to another external system (those might be good to have on the buttons).

Nice suggestion @Scott Baldwin.

Added the external-link icon in the mockup: 

Hey @xiaoyu-shen,

This is awesome! Thanks for following up on this request!

I agree with @Scott Baldwin here, and think that the buttons obviously look nicer and cleaner, but doesn’t give room for growth. 

Maybe a combination of the two? Ie have the Salesforce information section (like in the 2nd option), but instead of URL looking links, have the buttons from option 1. This way, in the future, you can add in other SFDC (perhaps even custom) functionality. 

Just my 2c. Either way, very excited for this!

Ilan

Thanks all for the input, really appreciated that!

I’d like to share our current plan on this : 

First version

Have the Account and Contact buttons in profile detail section first to keep it compact and avoid unnecessary scrolling. 

In the future

Switch to a separate section (e.g. solution #2) so that there is enough space for more context information. 

@xiaoyu-shen im seeing this change live now. Was it possibly missed as released in Q4?

I also saw that the other day @Scott Baldwin. Thought it might have been a “silent release”.

Hey both @Scott Baldwin @Ilan B, this feature has been delivered just several days ago, and the team is now working on the product update to spread the word. :)