> For the complete documentation index, see [llms.txt](https://docs.siit.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.siit.io/integrations/ticketing/salesforce-service-cloud.md).

# Salesforce Service Cloud

### What you get

* **One-click escalation from any request.** Click **Escalate ticket** in the request side panel, pick a Salesforce queue and case type, and a linked case is created with the Siit context pre-filled.
* **Workflow-driven case creation.** Use **Create Salesforce case** as a workflow step, with approval gating where needed.
* **Audit trail.** Every Salesforce action triggered from Siit is recorded on the request timeline.

### How it works

1. From the request side panel, click **Escalate ticket** and pick **Salesforce Service Cloud**.
2. Choose the queue or owner, case record type, priority, and required fields. Fill in the subject and description.
3. Submit. Siit creates the Salesforce case, links it back to the Siit request, and posts the link on both sides.

The same flow is available in workflows (as a **Create Salesforce case** action).

### What syncs from Salesforce Service Cloud

* **Cases created from Siit** — every escalated ticket is tracked with its Salesforce case number, record type, and link.
* **Links** — preserved between the Siit request and the Salesforce case, visible on both sides.

> **Note** — bi-directional status sync is not currently available for Salesforce Service Cloud. Track resolution either through the Salesforce link on the request or by manually closing the Siit request when work is done.

### Custom field mapping

> **Coming soon.** Custom field mapping for Salesforce Service Cloud is on our roadmap. For now, you can set the standard case fields when escalating. To track which fields are exposed, reach out via the in-app chat.

### Connect Salesforce Service Cloud

Salesforce setup varies by org configuration. You'll need:

* A Salesforce admin to authorize the connection or create an integration user with API access to the Case object.
* Your Salesforce instance URL.

For the recommended setup for your org, reach out to support via the in-app chat — we'll work with you to scope and configure the connection correctly.

1. In Siit, go to **Settings → Integrations**, find **Salesforce Service Cloud** in the Ticketing section, and click **Connect**.
2. Sign in to Salesforce as an admin and approve the requested scopes.
3. Pick the queue(s) and case record type(s) available for escalation.
4. Test by escalating a sample request from Siit to Salesforce.

### Common workflows

**Customer escalation.** \*Trigger: Service = "Customer escalation". Actions: Create Salesforce case in the support queue → Set Siit priority t