Salesforce
Enterpret's Salesforce integration lets you bring customer feedback and customer context from Salesforce into Enterpret. Use it to analyze support interactions, sales conversations, opportunity feedback, survey responses, and custom Salesforce workflows.
Important: Each Salesforce feedback integration connects to one primary Salesforce object. If you need to analyze multiple objects, such as Cases and Opportunities, create separate Salesforce integrations for each object.
60-second answer: what Salesforce data can Enterpret ingest?
Enterpret can ingest Salesforce data when the object and fields are accessible through the Salesforce account used during authorization. During setup, you choose a primary object, select fields, mark which fields contain customer feedback, and keep other fields as metadata for filtering, segmentation, and context.
Use case | Primary object to consider | Feedback fields | Metadata fields |
Support tickets | Case | Description, comments, customer messages | Status, Priority, CreatedDate, Account, Contact |
Sales feedback | Opportunity or Lead | Notes, call summaries, objection fields | Stage, Close Date, Amount, Owner, Account |
Meeting summaries written to Salesforce | Task, Event, or activity object, if accessible | Meeting notes, summary, transcript fields | Type, date, related account or opportunity |
Surveys | Survey response or custom survey object | Response text | Score, segment, created date |
Custom workflows | Custom object | Customer-language fields | Account or user IDs, status, category, dates |
If you do not see an object or field during setup, confirm that the Salesforce user used for OAuth has access to it and that the object is queryable through Salesforce's API.
Common Salesforce use cases
Service Cloud
Use Salesforce Service Cloud data when customer feedback lives in support cases, case comments, live chat transcripts, email messages, or related support objects. For most support teams, Case is the best starting point.
Sales Cloud
Use Sales Cloud data when feedback lives on opportunities, leads, tasks, notes, call summaries, or sales process fields. This is useful for understanding objections, product gaps, competitor mentions, and feedback affecting pipeline.
Product and research workflows
Use Salesforce when product requests, customer notes, survey responses, or custom feedback workflows are stored in Salesforce objects or fields.
Prerequisites
Before setting up the integration, make sure you have:
Enterpret admin access so you can add and manage integrations.
Salesforce access with permission to authorize OAuth and read the objects and fields you want to ingest.
Knowledge of your Salesforce data model so you can choose the object closest to the customer feedback.
A clear setup goal such as support ticket analysis, opportunity feedback, survey response analysis, or account metadata enrichment.
Best practice: Partner with a Salesforce admin or RevOps teammate who understands where customer language, account identifiers, and useful metadata live in Salesforce.
Setup steps
Open Enterpret and go to Integrations.
Click + New Integration.
Search for and select Salesforce.
Choose the integration type. Use Feedback Integration for customer conversations, notes, tickets, survey responses, or other customer-language records. Use Account Integration when you are syncing account data for segmentation and attribution.
Authorize Salesforce with an account that has access to the objects and fields you want Enterpret to ingest.
Select the primary Salesforce object that contains the feedback.
Choose whether the feedback should be treated as a Conversation or Survey.
Select fields and mark which ones contain feedback.
Keep useful context fields as metadata.
Add optional sync conditions if you only want records that match specific criteria.
Add a clear integration description.
Review and save the integration.
Choosing the primary object
The primary object is the central Salesforce object your feedback revolves around. Choose the object closest to where customer language is stored.
For support: start with Case.
For sales feedback: start with Opportunity or Lead.
For meeting notes: consider Task, Event, or the object where your summaries are written.
For surveys: use Survey Response or your custom survey object.
For custom workflows: use the custom object that stores customer-language feedback.
Not all objects may be queryable through Salesforce's API. Enterpret displays the objects that can be accessed by the Salesforce user who authorized the integration.
Feedback fields vs. metadata fields
Salesforce fields usually serve one of two purposes in Enterpret:
Feedback fields contain direct customer language that Enterpret should summarize, classify, and use for insights.
Metadata fields provide context for filtering, grouping, segmentation, attribution, or routing.
For a Case integration, you might mark Description and Comments as feedback fields, then include Status, Priority, CreatedDate, Account ID, Contact Email, and Owner as metadata.
Include enough metadata to make the feedback actionable, but avoid selecting irrelevant fields that will not be used for filtering, segmentation, or analysis.
Use sync conditions to control volume
Sync conditions let you define which records should be ingested. This is useful when you only want records that meet a specific rule.
Examples:
Only closed cases.
Only high-priority cases.
Only opportunities in specific stages.
Only records above a certain value.
Only records where a feedback field is populated.
Use sync conditions when you want to reduce noise, control volume, or make sure records are complete before Enterpret processes them.
Service Cloud setup example
For Service Cloud, a common setup is:
Primary object: Case
Feedback fields: Description, comments, customer messages
Metadata: Status, Priority, Created Date, Resolution Date, Account ID, Contact Email, Owner
Optional sync condition: Status equals Closed, or Priority equals High
If you need Live Chat Transcripts, Email Messages, Knowledge Articles, Tasks, Events, or custom objects, confirm that those objects are available to the Salesforce user used during authorization.
After integration
After the integration is saved, Enterpret will begin syncing historical data based on your configuration, continue syncing new data that meets your criteria, process the data, and make it available in the Enterpret workspace.
Initial processing can take several hours. If data does not appear immediately, confirm that the configured setup is saved and that the expected records match the selected object, fields, and sync conditions.
Validate the setup
Before relying on Salesforce data broadly, validate a small sample:
Pick 5–10 known Salesforce records that should be in scope.
Confirm they appear in Enterpret after the expected processing window.
Check that feedback fields show customer language.
Check that metadata fields are filterable or available for segmentation.
Confirm linked account or user identifiers are present where expected.
Compare counts using the same object, field scope, sync condition, and date range.
Frequently asked questions
Can Enterpret ingest any Salesforce object?
Enterpret can ingest accessible and queryable Salesforce objects that are available to the Salesforce user used during authorization. If an object is missing, check Salesforce permissions, API access, object visibility, and whether the object contains customer-language fields worth analyzing.
Do I need one integration or many?
Use one integration per primary Salesforce object. For example, set up Cases separately from Opportunities if you want to analyze both.
What fields should be marked as feedback?
Mark fields that contain customer language. Use metadata fields for account, stage, status, priority, owner, segment, dates, identifiers, and other context.
When should I use sync conditions?
Use sync conditions when you only want records that meet a rule, such as closed cases, high-priority cases, specific opportunity stages, or records above a value threshold.
Why do I not see a Salesforce object or field during setup?
The Salesforce user used for authorization may not have access to that object or field, the object may not be queryable through the API, or the field may not be available on the selected primary object. Ask your Salesforce admin to confirm access and API visibility.
Can I change the Salesforce mapping later?
Yes, you can update the integration mapping if the selected fields or feedback type need to change. Historical reprocessing may require help from Enterpret Support or your customer success manager.
Getting help
If you need help setting up or troubleshooting Salesforce, contact Enterpret Support or your customer success manager. Include the Salesforce object, the expected fields, the affected time window, what you expected to see, what you see instead, and two or three safe example Salesforce record URLs or IDs.