Desk Connect: Selecting Data to Sync with Salesforce

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Overview

Desk Connect allows Desk.com customers to be synced to Salesforce automatically as their records are created. With the Selective Sync feature, contact creation and updates can be adjusted when an Agent sets a Custom Field to specific field value. This gives the Agent more control over the sync process. The same can be done for Cases and Companies, to select what data can sync and what data cannot sync to Salesforce.

Note: You can't create a Customer without a Case, so if the Case data is allowed to sync over then the Customer data will also sync over even if the custom field for Customer is set to not allow the sync.

In this example, we will show you how to set up Selective Sync for Cases, Customers and Companies. We will need to setup some custom fields and rules to complete the setup for this.
 
Enable Desk Connect
Before you begin preparing your setup for Selective Sync, you’ll first need to enable Desk Connect.

Create a Custom Case List Field
To control the sync to Salesforce, Custom Fields must be added to the case, customer and company records. 
 
  1. To add a new Custom Case field, go to Admin > Cases > Cases > Custom Fields.
  2. Click the ‘+Add Field’ button and change the Data Type field from Text to List
  3. Then, complete this step by adding the following information in the ‘Add Case Custom Field’ window:
Name: Sync Case to Salesforce
Key: case_sync
Data Type: List
Top Data Value: checked
Data: False, True


 
Click Add to save your changes for the custom case field. Now, the same steps should be repeated for Customer as follows:

Create a Custom Customer List Field
  1. To add a new Custom Customer field, go to  Admin > Cases > Customers > Custom Fields
  2. Click the ‘+Add Field’ button and change the Data Type field from Text to List
  3. Then, complete this step by adding the following information in the ‘Add Customer Custom Field’ window:
Name: Sync Customer to Salesforce
Key: customer_sync
Data Type: List
Top Data Value: checked
Values: False, True



Click Add to save your changes for the custom customer field. Now, the same steps should be repeated for Company as follows:

Create a Custom Company List Field
  1. To create a Custom Company field, go to Admin > Cases > Companies > Custom Fields 
  2. Click the ‘+Add Field’ button and change the Data Type field from Text to List
  3. Then, complete this step by adding the following information in the ‘Add Company Custom Field’ window:
Name: Sync Company to Salesforce
Key: company_sync
Data Type: List
Top Data Value: checked
Values: False, True


We've created all the custom fields we need for the Selective Sync process. The conditions for the Selective Sync must now be configured under the settings for Desk Connect, using these custom fields.

Configuration for Sync Case to Salesforce
  1. Go to Admin > Settings  > Desk Connect > Settings
  2. Navigate to the Case tab.
  3. Under Desk to Salesforce, click the ‘+’ button next to Condition “All.”
  4. Using the Condition “All” drop downs, create the sync condition ‘Sync Case to Salesforce is True.’
  5. Click ‘Save.’
 

Complete the same steps for the Customer tab and Company tab.

Configuration for Sync Customer to Salesforce
  1. Go to Admin > Settings  > Desk Connect > Settings
  2. Navigate to the Customer tab.
  3. Under Desk to Salesforce, click the ‘+’ button next to Condition “All.”
  4. Using the Condition “All” drop downs, create the sync condition ‘Sync Customer to Salesforce is True.’
  5. Click ‘Save.’
Configuration for Sync Company to Salesforce
  1. Go to Admin > Settings  > Desk Connect > Settings
  2. Navigate to the Company tab.
  3. Under Desk to Salesforce, click the ‘+’ button next to Condition “All.”
  4. Using the Condition “All” drop downs, create the sync condition ‘Sync Company to Salesforce is True.’
  5. Click ‘Save.’

Now that the Selective Sync is configured and the Custom fields have been created, you can use this as a manual process and set the fields on a case by case basis to determine how you want to sync your data to Salesforce. You can also make this an automated process, where you use Rules to automatically set the custom fields to True or False if certain criteria are met. 

Note: The following steps are optional.
These are the steps you need to complete if you want all Cases from selected Customers to sync to Salesforce: 

Sync the Customer and Case Fields
  1. Under Admin > Cases > Rules > Case Updated
  2. Click the ‘+Add Rule’ button.
  3. Add a name to the ‘Name’ field (e.g., Assign Customer to Case) and click the ‘Add’ button. 
  4. In the Edit Case Updated Rule window, go to Add “All” Conditions.
  5. Create the All condition “Customer Sync Customer to Salesforce is True” using the dropdown menus.
  6. Create the rule action “Set Case Sync Case to Salesforce" and "True” using the dropdown menus.
  7. Click ‘Update' and activate the Rule.
Sync the Company and Customer Fields
  1. Under Admin > Cases > Rules > Case Updated
  2. Complete steps 2-4 from the previous section, to create a new sync rule:
  3. Set the All condition to “Company Sync Company to Salesforce is True.”
  4. Set the rule action to “Set Customer Sync Customer to Salesforce” and “True.”
  5. Click ‘Update.’
  6. The new rule will now appear on the Case Updated dashboard.
  7. Click ‘Update' and activate the Rule.