# Salesforce

### What is Salesforce Integration in ZigiOps?

Salesforce is a cloud-based CRM platform used for sales, customer service, marketing automation, and business operations management across enterprise organizations.

ZigiOps enables secure, OAuth-based integration between Salesforce and ITSM, DevOps, and monitoring platforms. Using ZigiOps, cases, incidents, and records from Salesforce can be synchronized with external systems to support automated cross-team workflows and end-to-end customer service operations.

With ZigiOps, Salesforce can:

* Sync cases and incidents with ITSM platforms such as Jira and ServiceNow
* Receive monitoring alerts as Salesforce records for customer-facing visibility
* Participate in bi-directional workflows between CRM and DevOps or service management systems
* Support automated escalation and routing of customer service cases

The integration is fully customizable and does not require custom scripts or plugins.

### Which Salesforce Versions Are Supported?

Please note that using a supported version is mandatory.

| Product    | Supported Deployment Types | Supported Versions |
| ---------- | -------------------------- | ------------------ |
| Salesforce | All                        | All                |

### Are There Any Environmental Prerequisites for Salesforce?

{% hint style="info" %}
Confirm the prerequisites of the corresponding integration template before continuing, as some templates may not require all environmental prerequisites.
{% endhint %}

{% hint style="warning" %}
Salesforce does not update the `lastmodifieddate` field when an attachment is added to a record. ZigiOps relies on this field to detect changes. To collect attachments from Salesforce, a mechanism that updates `lastmodifieddate` on attachment creation must be implemented on the Salesforce side before enabling attachment sync.
{% endhint %}

#### How Do I Create a Client ID and Client Secret in Salesforce?

{% stepper %}
{% step %}
Log into your Salesforce instance.
{% endstep %}

{% step %}
Navigate to: **Settings > Setup > Apps > App Manager**
{% endstep %}

{% step %}
Click the **View** button for the desired application.
{% endstep %}

{% step %}
The **Client ID** and **Client Secret** are available in the Manage Application menu.
{% endstep %}
{% endstepper %}

### How Do I Connect Salesforce to ZigiOps?

#### Salesforce - Connected System Configuration

Follow the steps below to add your Salesforce instance as a connected system.

{% stepper %}
{% step %}
Log into your ZigiOps instance.
{% endstep %}

{% step %}
Navigate to: **Connected Systems > Add New System > Salesforce**
{% endstep %}

{% step %}
Configure the following parameters:

* **URL** - Input the URL of your Salesforce instance. For example, `https://example.lightning.force.com`
* **Username** - Input your Salesforce username.
* **Password** - Input the password for the above user.
* **Client ID** - Input the Client ID from Salesforce App Manager.
* **Client Secret** - Input the Client Secret from Salesforce App Manager.
* **Proxy Settings** - Enables the usage of a proxy server.
  {% endstep %}

{% step %}
Examine the settings and if they are correct, click the **Save** button to store the system.
{% endstep %}
{% endstepper %}

Once saved, Salesforce becomes available for use in ZigiOps integration templates.

### What Are the Most Common Salesforce Integration Use Cases?

#### Use Case 1: Case Synchronization Between Salesforce and Jira

Customer cases created in Salesforce can be automatically mirrored as Jira tasks for development or operations teams. Updates made in Jira, including resolution notes and status changes, are synchronized back to Salesforce, keeping customer-facing records up to date.

#### Use Case 2: Monitoring Alert Escalation to Salesforce

SolarWinds alerts or other infrastructure events forwarded through ZigiOps can create or update Salesforce records, giving customer success and account management teams visibility into infrastructure issues affecting their customers.

#### Use Case 3: Bi-Directional CRM and ITSM Workflow Automation

Salesforce cases and ServiceNow incidents can be synchronized bidirectionally, ensuring that customer-reported issues tracked in CRM are also visible to IT service management teams without manual data duplication.

### What Integration Templates Are Available for Salesforce?

ZigiOps provides the following integration templates for Salesforce:

* Jira tasks to Salesforce cases
* Salesforce cases to Jira tasks
* SolarWinds alerts to Salesforce alerts

*See the Integration Catalog for all Salesforce templates.*

Templates are documented individually in the Integration Catalog.

### Summary

The Salesforce integration in ZigiOps enables:

* Secure, OAuth-based connectivity using Client ID and Client Secret
* Support for all Salesforce deployment types
* Integration with Jira, ServiceNow, SolarWinds, and other platforms
* Case and incident synchronization workflows
* Optional proxy configuration
* Fully customizable synchronization workflows

ZigiOps allows Salesforce to participate in enterprise-grade CRM, ITSM, and automation ecosystems without requiring custom development.


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.zigiwave.com/available-systems/salesforce.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.