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Salesforce integration

Supportbench Salesforce customer support integration guide

Connect Salesforce CRM and Supportbench so agents can work with trusted account context, keep customer records aligned, and share support cases and activities back to Salesforce without adding connector sprawl.

  • ✓Import Salesforce Accounts and Contacts into Supportbench customer records
  • ✓Bring Product2 and Asset data into the support workspace
  • ✓Export Supportbench cases and activities to Salesforce Case and Task

Synchronization is configurable by object. Administrators choose the environment, filters, field mappings, write-back options, and schedule that fit their operating model.

Sanitized product preview · no customer data
At a glance

One native Salesforce integration for support operations

Connect CRM context with the customer timeline your support team already uses. Each data flow is explicit, tenant-scoped, and controlled from Supportbench administration.

🏢

Complete account context

Import Salesforce Accounts and Contacts into Supportbench companies and customer records.

📦

Products and installed assets

Bring Product2 and Asset records into the workspace where support teams diagnose issues.

⇄

Controlled contact write-back

Optionally create or update Salesforce Contacts from Supportbench without making every object bidirectional.

📝

Case and activity export

Export support cases and activities to Salesforce Case and Task using configured mappings.

Requirements

What you need before connecting

A Salesforce administrator creates or approves the Connected App and a dedicated integration user. In Supportbench, the person configuring Salesforce must have permission to edit integrations for the correct tenant.

Use a least-privilege Salesforce integration user with API access to only the objects and fields you plan to synchronize.

Before you beginChecklist
Salesforce Connected App consumer key and secretRequired
Dedicated Salesforce integration user with API accessRequired
Username, password, and current security tokenRequired
Permission to edit Supportbench integrationsRequired
Salesforce Production or Sandbox selectedChoose one
Setup

Connect Salesforce to Supportbench in six steps

Start with a dedicated integration user, validate the connection, then enable only the object flows your team needs.

01

Prepare the Connected App

In Salesforce, create or confirm a Connected App and copy its consumer key and consumer secret.

02

Create the integration user

Give a dedicated user API access to the selected objects and fields. Generate a current security token.

04

Enter and test credentials

Choose Production or Sandbox, enter the Connected App and integration-user credentials, then select Test Connection.

05

Configure data flows

Select objects, filters, contact write-back, export behavior, and field mappings. Save the configuration.

06

Synchronize and monitor

Run the initial synchronization, review connection health, and use manual or full resynchronization only when required.

⚠

Test before the first full synchronization

Incorrect permissions, API field names, filters, or relationship mappings can exclude records. Confirm the connection and a small, representative configuration before expanding the scope.

Data flows

Choose exactly what moves between Salesforce and Supportbench

The integration does not treat every object the same. Each flow follows an explicit direction so administrators can predict where records are created or updated.

Salesforce to Supportbench

Accounts and contacts become support-ready customer records

Salesforce Accounts import into Supportbench companies. Salesforce Contacts import into the matching customer records, with company synchronization enabled first so relationships resolve correctly. Administrators can optionally allow Supportbench contacts to be created or updated in Salesforce.

Account → CompanyContact → ContactOptional contact write-back
Salesforce to Supportbench

Products and customer-owned assets add operational context

Salesforce Product2 records can populate Supportbench assets, while Salesforce Asset records can be associated with the correct company as customer-owned assets. Teams can use this context to identify products, installed equipment, or contracted items during support work.

Product2AssetCompany relationship
Supportbench to Salesforce

Cases and activities can be shared back to CRM

Supportbench cases export to Salesforce Case records, and case activities export to Salesforce Task records. Administrators select the fields and custom-field mappings used for each export so CRM users receive the support context that matters.

Case → CaseActivity → TaskMapped fields
Operations

Health checks, scheduled sync, and controlled recovery

Use Test Connection, connection health, scheduled processing, manual synchronization, and full resynchronization controls to operate the integration. Full resynchronization is a recovery tool, not the first response to an invalid credential or mapping.

Test connectionConnection healthManual syncFull resync
Filters & field mapping

Keep synchronization focused and predictable

Limit imported records and map the Salesforce fields your support team needs, using Salesforce API field names rather than display labels.

Two filter rows

Configure up to two Salesforce filters for a synchronized object.

  • Rows are combined with AND
  • Use focused criteria to keep the dataset relevant

Multiple values

Enter comma-separated values when one field should match several accepted values.

  • Values within one row are treated as OR
  • Example: Active,Pending

Salesforce API names

Map standard or custom fields using their Salesforce API names.

  • Custom fields commonly end in __c
  • Saved labels remain readable in Supportbench

Relationship order

Synchronize parent records before dependent relationships.

  • Companies before contacts
  • Companies before customer-owned assets

Active-record controls

Use object filters and the available active-only options to exclude retired data.

  • Reduce noise for agents
  • Keep operating datasets intentional

Validate with representative data

Test mappings against known records before broadening a production sync.

  • Confirm required fields
  • Verify relationship results
Salesforce labels can change without changing an API field name. When a mapping fails, verify the field’s API name, object permissions, field-level security, and value format in Salesforce.
Custom objects

Bring Salesforce-specific data into Supportbench Data Tables

Select Salesforce custom objects can be imported into Supportbench Data Tables. Administrators define the fields and relationship mappings that connect imported rows to the appropriate company or contact.

  • ✓Keep specialized CRM data available beside the customer timeline
  • ✓Map company and contact relationships explicitly
  • ✓Use Salesforce API field names for stable mappings
  • ✓Apply filters so only support-relevant records are imported
Example custom-object flowConfigurable
SourceSalesforce custom object
DestinationSupportbench Data Table
Company relationshipMapped field
Contact relationshipMapped field
Security & administration

Operate the connection with tenant and role boundaries

Salesforce configuration belongs to the selected Supportbench tenant and is available only to authorized administrators. Use a dedicated Salesforce integration user and limit its Salesforce permissions to the configured objects and fields.

  • ✓Use Production or Sandbox intentionally
  • ✓Restrict Supportbench integration-edit permission
  • ✓Rotate Salesforce credentials and security tokens through the settings workflow
  • ✓Review connection health before starting recovery actions
Administration · At a glanceControlled
Supportbench scopeTenant-specific
Configuration accessIntegration editors
Salesforce identityDedicated user
Recommended accessLeast privilege
Salesforce integration FAQ

Answers and quick fixes

Is the Salesforce integration native to Supportbench?+
Yes. Salesforce administration, synchronization, mappings, health checks, and exports are built into Supportbench. No third-party connector or plug-in is required.
Which Salesforce objects can Supportbench synchronize?+
Supportbench can import Salesforce Accounts, Contacts, Product2 records, Assets, and selected custom objects. Supportbench cases and activities can be exported to Salesforce Case and Task records.
Is the Salesforce sync bidirectional?+
Synchronization is object-specific. Accounts, products, assets, and custom objects are imported from Salesforce. Contacts can optionally be written back to Salesforce, while Supportbench cases and activities can be exported as Salesforce Cases and Tasks.
Can we map Salesforce custom fields?+
Yes. Administrators can map Salesforce API field names to Supportbench fields and retain readable labels for the saved mappings.
Can Supportbench import Salesforce custom objects?+
Yes. Selected Salesforce custom objects can be imported into Supportbench Data Tables, including relationship mappings back to companies and contacts.
Does the integration support Salesforce Sandbox?+
Yes. The connection can be configured for either Salesforce Production or Sandbox.
How do filters work?+
Administrators can configure up to two Salesforce filter rows. The rows are combined with AND, while comma-separated values within one row are treated as OR values.
What should we do if synchronization stops?+
Use Test Connection and the connection health panel first, then verify the Connected App, integration-user API access, security token, filters, and field mappings. Run a full resynchronization only after the underlying configuration issue is corrected.

Connect Salesforce and Supportbench

Open your Salesforce integration settings to configure the connection, or see how native integrations keep customer-support work connected without plug-in sprawl.

Open Salesforce SettingsBook a Supportbench Demo
Explore all Supportbench native integrations or visit the Help Center.