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?