Step 3: Publish Desk.com Activity to Salesforce Chatter

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Create Chatter Rules

If you'd like to push cases to your Chatter Feed, here is how to do it:
  1. Create a new rule of any Event Type
  2. Define your rule criteria (see examples below)
  3. Choose Execute Webhook SalesForce Chatter as the rule action
  4. Specify the Chatter Message you want to send (You may merge information from the Desk.com case using Liquid Variables

Sample Rules

  1. Create a Case Update Rule to Broadcast when cases are escalated to priority 10.
    To create a Case Update Rule, please go to:
    Go to the Admin Panel → Cases → Rules → Case Updated
    Now create the Chatter Rule, if it doesn't already exist to match the example here:
     
  2. Follow-up with a Case Resolved rule to let everyone know that the case is resolved.
    To create a Case Resolved Rule, please go to:
    Go to the Admin Panel → Cases → Rules → Case Resolved
    Now create the Chatter Rule, if it doesn't already exist to match the example here:
     
  3. Create a Chatter label to allow agents to decide if a cases should be sent to Chatter.

    This would be a Case Updated Rule.
    To create a Case Update Rule, please go to:
    Go to the Admin Panel → Cases → Rules → Case Updated
    Now create the Chatter Rule, if it doesn't already exist to match the example here:
     
  4. Lastly to Provide Transparency for Aging Cases create a Time Rule to Notify your Chatter Feed. To create a Case Update Rule, please go to:
    Go to the Admin Panel → Cases → Rules → Time Rule
    Now create the Chatter Rule, if it doesn't already exist to match the example here:
     

The following articles will guide you in a step-by-step process for the Salesforce to Desk.com integration:

Step 1: Setting up the Salesforce to Desk Integration

Step 2: How to show Desk.com Cases within your Salesforce Org

Step 3: Publishing Desk.com Activity to Salesforce Chatter

Step 4: How to import old Desk.com cases into your Salesforce integration

Step 5: How to enable a rule using a field from Salesforce

Step 6: Reporting in Salesforce for Desk.com Cases

Step 7: Displaying Salesforce Fields in Desk through the Salesforce Widget
 
Upgrading your Desk.com App in Salesforce

Removing your Salesforce Integration