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Salesforce Cloud + Squadcast Integration: Routing Detailed Incident Alerts

March 17, 2022
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Salesforce Cloud + Squadcast Integration: Routing Detailed Incident Alerts
March 17, 2022
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Salesforce Cloud is one of the leading cloud-based customer relationship management (CRM) solutions. It provides a shared view of your customers and their relationship with the business. With Salesforce Cloud, users can automate service processes and streamline workflows.

Squadcast is an end-to-end incident response tool. Built with an SRE mindset, it streamlines all the incident response activities. Squadcast aligns your teams towards a common organizational goal of better reliability.

Now you can integrate Salesforce Cloud with Squadcast and route detailed ticket alerts from Salesforce Cloud to the right users in Squadcast. With this alert source integration, you can send alerts to Squadcast and create corresponding incidents. Whenever an event/case is created or updated in Salesforce, it gets reflected in Squadcast.

Integrate Salesforce Cloud with Squadcast

Using Salesforce Cloud as an Alert Source

Step1: In Squadcast, from the navigation bar on the left, select Services. Pick the applicable Team from the Team-picker on the top. Next, click on Alert Sources for the applicable Service.

Step2: Search for Salesforce Cloud from the Alert Source drop-down menu and copy the Webhook.

Note: In order to activate an Alert Source (indicated by a green dot - Receiving alerts against the name of the Alert Source in the drop-down), you can either generate a test alert or wait for a real-time alert to be generated by the Alert Source.

An Alert Source will be active if there is a recorded incident via that Alert Source for the Service in the last 30 days.

Creating a Squadcast Webhook

Step1: Download the squadcastClass.apxc file.

Step2: In Salesforce Service Cloud, click on the Settings icon and then, click on the Developer Console.

Step3: On the Developer Console page, select File. Then, click on New -> Apex Class and copy squadcastClass.apxc. Next, click on Save.

Step4: Download the squadcastTrigger.apxt file.

Step5: On the Developer Console page, select File. Click on New -> Apex Trigger and paste the downloaded/copied file from the previous step. Then, paste the previously copied Webhook URL, into the endpoint field in the trigger function and click Save.

Step6: Go back to the Salesforce Cloud page and select Setup from Settings. Here, navigate to the Setup -> Security -> Remote Site Settings page.

Step7: Add a new remote site and name it Squadcast and then paste the URL copied previously to the Remote Site URL field. Click on Save.

That is it, you are good to go! Each time a case is created with New, Working or Escalated status, a corresponding incident will be created in Squadcast. When the ticket is moved to Closed status in Salesforce Cloud, the corresponding incident will automatically get resolved in Squadcast as well.

Salesforce is a powerful customer relationship management (CRM) solution, and integrating it with Squadcast can help enhance your incident management requirements. This brings us to the end of this blog on Salesforce Cloud-Squadcast integration.

Squadcast is an incident management tool that’s purpose-built for SRE. Create a blameless culture by reducing the need for physical war rooms, unify internal & external SLIs, automate incident resolution and create a knowledge base to effectively handle incidents.

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March 17, 2022
March 17, 2022
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