How to Integrate Salesforce CRM With ProProfs Help Desk

 

Integrating Salesforce CRM with ProProfs Help Desk enables your operators to create a Salesforce Case without ever leaving the ProProfs Help Desk.

 

After the integration, you can access cases directly within a Help Desk ticket and get a complete picture of past customer issues and suggestions. It eliminates the communication gap between the support team and the sales & marketing staff. Your team is equipped to resolve customer questions faster with Salesforce and Help Desk integration. 

 

Post the integration; your operators will be able to:

  • Create a Salesforce Case from within a Help Desk ticket
  • Assign case priority
  • Leave a description for other operators
  • Access Salesforce Case from within the Help Desk
  • Change Case Owner
  • Add internal comments to a case

 

Salesforce has two experiences - Classic View and Lightning Experience. So, to perform this integration, you would need to switch to the Salesforce Classic view. Here are the step-by-step instructions to integrate Salesforce CRM with ProProfs Help Desk:

 

Step 1. Login to your Salesforce Account.

 

Step 2. Click on "View Profile" from your Salesforce dashboard and select the option "Switch to Salesforce Classic" as in the screenshot below.

 

Click on 'View Profile' and select the option 'Switch to Salesforce Classic'

 

Step 3. On this page, click on Setup in the top-right corner.

 

Click on Setup in the top-right corner.

 

Step 4. In the left pane, scroll down to the Build section, click Create, and then Apps.

 

Scroll down to the 'Build' section, click 'Create', and then 'Apps'.

 

Step 5. Click New and fill in the required details in the New Connected App form.

 

Click 'New' and fill in the required details in the 'New Connected App' form.

 

Step 6. Checkmark Enable OAuth Setting and fill in the form that opens up. 

 

Checkmark 'Enable OAuth Setting' and fill in the form that opens up. 

 

Step 7. Click Continue to submit. 

 

Click 'Continue' to submit. 

 

Step 8. You'll see the Consumer Key and Consumer Secret. Copy both of these in a notepad, as you'll need them later. 

 

Copy & Paste 'Consumer Key' and 'Consumer Secret'.

 

Note: Copy the Consumer Key & Consumer Secret code in a notepad, as you'll need these later.

 

Step 9. You will now need a Security Token. To get that, switch back to the Lightning Experience.

 

Switch back to the Lightning Experience.

 

Step 10. Go to Settings by clicking on your user profile icon. Click "Reset My Security Token" in the left pane to get a new security token.

 

Click 'Reset My Security Token' to get a new security token.

 

Note: Copy the Security Token in the notepad.

 

Step 11. Now, login to ProProfs Help Desk, go to Settings, select Integrations, and then Salesforce.

 

Go to 'Settings', select 'Integrations', and then Salesforce.

 

Step 12: Fill in the Integration form and copy the Consumer Key, Consumer Secret, and the Security Token you copied earlier in the corresponding fields in this form.

 

Fill in the 'Integration' form.

 

Step 13. Click Save to complete the integration process.

 

That is all about integrating Salesforce CRM with ProProfs Help Desk.

 

 

Was this information helpful?
© 2005 - 2023 ProProfs
add chat to your website