This user guide is intended to assist you with connecting and using the Salesforce integration feature in Meltwater Engage.

Before you connect your Salesforce account to Meltwater, it is important to verify that your Salesforce account has all the required permissions enabled to ensure a successful Salesforce connection. Additional setup may be required within your Salesforce instance to grant proper permission. These settings cannot be verified or updated by Meltwater, so we suggest you contact your company's Salesforce Administrator to assist with verifying and editing permissions as needed. Without proper permissions, your Salesforce connection will cause errors when attempting to use it within Engage.

Necessary Salesforce permissions

This section is intended for use by Salesforce administrators to assist with verifying and updating the required permissions before connecting your Salesforce account to Meltwater.

Follow the steps below to access and review your Salesforce user permissions to ensure their access is correct. All actions are taken directly within Salesforce.

Go to the setup screen by clicking the cog in the top right corner, then select Setup.

Once in setup, on the left, expand Users under the Administration section. If you already know the user(s) permission set, select Permission Sets, then click here to skip ahead.

If you do not know the user(s) permission set, select Users.

Click on the user(s) whose permissions you need to check/update.

In the user details screen, underneath their name in the top left, select Permission Set Assignments.

This screen will display the Permission Set Label for this user. Click the like for this user's permission set to go to the Permission Sets details screen.

Once in the permission set, go to System Permissions near the bottom of the page.

On the next page click the Edit button at the top of the table.

Once in edit mode, you can make any necessary edits to a user's permission as needed. Permissions are in alphabetical order and can be searched for, using the search bar at the top of the page.

The Meltwater user that will be connecting Salesforce to Meltwater will need API Enabled with their Salesforce permission set. This permission gives the user access to any Salesforce.com API. If the user does not have this permission enabled, you will need to enable the API Enabled option.

Click Save at the top and yes to any prompts or popups.

The Meltwater user that will be connecting Salesforce to Meltwater will also need the ability to view, create, and edit permissions for Salesforce Leads and Cases within their Salesforce user settings.

From the same Permission Set screen as above, select Object Settings near the top.

From the object settings page, search for the Salesforce Object you want to modify access controls for. We will need to make edits for both Leads and Cases. In this example, we’ll enable full access to cases by finding Cases in the list of objects. Select Cases to open this screen.

If the user does not have all appropriate object permissions enabled, like above, click Edit.

Under Object Permissions, check Enabled beside all permission names: Read, Create, Edit, Delete, View All, and Modify All, then click Save.

Then, follow the same exact steps, except for the Leads object.

Once these above settings are updated, you may connect Salesforce to Meltwater!

Unlike social account connections in Engage, which are found under Account > Social connections, Salesforce connections are made under Account > Third party integrations. Here, you can connect your Salesforce instance which is owned and managed by your company. Only one Salesforce account may be connected per Meltwater account, does not require assignment of individual Engage users for access, and connections do not expire.

After successfully connecting your Salesforce account to Meltwater, you will be able to create a new Salesforce Case within Conversations for any fan message, from any user, for any social channel.

To access Salesforce options for a message, click the three action dots next to the message and select Salesforce.

A new Salesforce pop-up will appear featuring four tabs: Create Case, Create Contact, Create Lead, and View Cases. By default, the Create Case tab will display first for any message that does not already have a created case. If a case does exist already, this tab will instead read Edit Case.

Let's focus on the first option, Create Case. This contains several required and optional fields:

Once all required fields are completed, the Create Case button will be available. Click Create Case to create a new case for this fan message in Salesforce!

After clicking Create Case, the pop-up will close and you will receive a confirmation message in the lower lefthand corner that the case has been created in Salesforce.

Once a case has been created in relation to a message, the threaded view will show a Salesforce cloud icon to indicate that a case exists for that message.

Once a case has been created in relation to a message from within Conversations, you can then view the case details and updates.

When clicking the three action dots for a message and selecting Salesforce when a case already exists, the Create Case tab will instead read Edit Case and will populate the current Salesforce case details.

The case is completely editable, so make sure to save any edits to an existing case by clicking Save Case. This will update the case in Salesforce, present a success message in Meltwater, and close the Salesforce pop-up.

The Edit Case tab also includes a Delete Case option.

If a user selects Delete Case:

Before creating a new contact in Salesforce, it's best practice to first search and confirms that there isn’t already an existing contact in Salesforce. This way, if a contact already exists in Salesforce, you can link the message owner in Meltwater to that already existing Salesforce contact.

First, click the three action dots next to the message and select Salesforce.

A new Salesforce pop-up will appear featuring four tabs. The second tab is Create Contact.

To check for existing Salesforce contacts, enter the social profile’s name or email address into the provided search bar.

If any matching Salesforce contacts are found, they will return in a dropdown. Click on the existing profile to link the selected message.

After clicking the contact, a pop-up will display a Salesforce contact box with all available details that are present in Salesforce for that contact. You can then use this information to verify that the profile and contact relate to the same individual in Meltwater.

If you are unable to find a profile to link to and need to create a new contact, click Create Contact. This will display the following form.

Several fields are available, with only one required:

Once all required fields are completed, click Create Contact to create a new contact in Salesforce, and link that profile to the user in Meltwater.

Before creating a new lead in Salesforce, it's best practice to first search and confirms that there isn’t already an existing lead in Salesforce. This way, if a lead already exists in Salesforce, you can link the message owner in Meltwater to that already existing Salesforce lead.

First, click the three action dots next to the message and select Salesforce.

A new Salesforce pop-up will appear featuring four tabs. The third tab is Create Lead.

To check for existing Salesforce leads, enter the social profile’s name or email address into the provided search bar.

If any matching Salesforce leads are found, they will return in a dropdown. Click on the existing profile to link the selected message.

After clicking the lead, a pop-up will display a Salesforce leads box with all available details that are present in Salesforce for that lead. You can then use this information to verify that the profile and lead relate to the same individual in Meltwater.

If you are unable to find a profile to link to and need to create a new lead, click Create Lead. This will display the following form.

Several required and optional fields are available to complete:

Once all required fields are completed, click Create Lead to create a new lead in Salesforce, and link that profile to the user in Meltwater.

Meltwater Engage Salesforce AppExchange page

💡 Tip

Need more help? Feel free to reach out to Stephanie Tam (stephanie.tam@meltwater.com) or check out our Customer Community.

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