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Integration Walkthrough

The purpose of this page is to set expectations of how to set up the integration for Salesforce and how the integration works. For the purpose of this document, we will be referring to the integrated object as a Deal. Other objects supported include “Opportunities,” “Contacts,” etc.”

01

Setup (Expected Time: 1-2 Hours)

Requirements for full Salesforce integration capabilities:

  • Must have a login for a cloud-based version of Salesforce
  • Must have a Case Status API Key issued by the Case Status team
  • Must have a Case Status Login and must be configured prior to integration

The Case Status team will aid your Salesforce administrator in setting up the integration. To set up the Case Status integration we must:

  • Whitelist the Case Status sub-domain (Expected task time: 10 minutes)
  • Upload the unmanaged Case Status Lightning Web Component (Expected task time: 5 minutes, plus 10-30 minutes for upload to complete)
  • Add Case Status iFrame to each deal and to the top menu bar (15 minutes)
  • Authenticate Salesforce and Case Status (Expected task time: 5 minutes)

Create a new flow that will enable salesforce to (Expected task time: 30 minutes):

  • Add new cases to Case Status
  • Update the status of a case in Case Status
  • Close a case in Case Status

Create a new flow that will enable salesforce to create custom notifications for users on a matter when a new message is received (Expected task time: 30 minutes).

02

Testing

  • Firm must provide an implementation manager with 2-5 test cases, to be used for testing the integration.
  • While not required, it is preferred for your Firm to give temporary Salesforce access to the implementation manager in order to expedite the setup and testing process.

03

How the Integration Works

  • The Case Status platform can be fully utilized from within a Salesforce instance. The full Case Status platform can be added as an “App Navigation Item” within Salesforce. Within each Deal, the messaging component can be displayed as long as the URL includes 6 backslashes, for example, https://Salesforce.com/lightning/n/deals/XXXXXXXXXX. From the iFrame, a user can message a client, assign checklist items, send/receive documents, schedule messages, and access smart message templates.
  • Using flows, all new Deals in Salesforce can automatically create a case in Case Status when the Deal is added or updated. Flows can be filtered so that only specific cases are added using the filtering options. Deals must have a minimum set of information associated to be added to Case Status. See field mapping below. Case Status utilizes Practice Areas (also called Case Types). If the Practice Area does not exist in Case Status, it will be created automatically. The stages will be configured with your implementation manager using the Case Status templates. 
  • When a Deal is updated, such as a custom field is updated, flows can utilize that custom field to automatically update the status of the case in Case Status or automatically close the case in Case Status. By default, flows will be set up so that if a stage is updated in Salesforce, Case Status will update to a matching stage. For example, if the stage is updated to Released from Treatment in Salesforce, in Case Status the case’s status shall also move to Released from Treatment. If a matching stage does not exist, the stage will remain the same in Case Status. Salesforce Flows can be configured so that if different stages are selected, update to a specific stage in Case Status. For example, if the Salesforce stage is updated to Released from Treatment, update the stage in Case Status to Treatment Completed. Case Status can be configured so that if the stage is updated in Salesforce, update to a specific stage in Case Status, for example, if the stage is updated to Released from Treatment, update the stage in Case Status to Treatment Completed. This mapping must be configured by your Implementation Manager.
  • Using Flows, an action in Salesforce can automatically trigger a message to be sent on a case in Case Status. Any completed item, workflow, or activity can be utilized to trigger content to be sent to a client on a Deal within Case Status.



Additional Items that Require a Zapier Account:


  • When a new client message occurs in Case Status, Case Status syncs client activity as a new note to Salesforce based on Zapier settings. If the flow is configured allowing custom notifications to be created they would be created on these intervals. 
  • When a new document is sent by a client to the firm, automatically save a URL of the document to Salesforce in real-time. When a new document is uploaded, a message notifying your firm will be created and will be saved to Salesforce notes. This message will contain a temporary link to the document, which expires within 24 hours. The documents are saved within a Case Status folder within each Deal. A flow can be created to save that document in another folder and delete the original document.

04

Field Mapping

05

Additional Comments

For additional questions, please refer back to our sales or support team and they will be able to answer specific questions regarding your integration.