Syncing Salesforce Cases with Unito

Here's all you need to know about syncing Salesforce cases to any other app, tool, or even another kind of Salesforce object or record.

Included in this article:

Which Salesforce work items can sync with Unito?
Supported Salesforce Case fields in Unito
Syncable Custom Field Types
Limitations and compatibility

Managing customer cases to and from your Salesforce organization can be challenging to say the least, especially if caseloads are worked on by teams outside of Salesforce Service Cloud. That's where a 2-way integration can come in handy, so that teams in Salesforce can stay up-to-date on cases while others work on the tickets in real-time without the need for status meetings, briefings, or back-and-forths by email or Slack!

Which Salesforce objects can sync with Unito?

Unito's Salesforce integration syncs all standard and custom objects.

Each Unito flow can only sync one type of object: for example, tasks, opportunities or contacts. Any records of these object types can be synced in a Unito flow, where they will count as an item in sync.

Why sync Salesforce cases?

With Unito, you can:

Centralize case details: Bring case details into other tools, including those intended for project management, software development, databases and more. With a unified view, anyone in your organization can get the full picture of each customer ticket and how it was resolved.
Automate updates: Sync case status changes, comments, attachments and other key fields in real-time. Nothing gets lost in email or forgotten in one tool while the team works with missing information in the other.
Collaborate between departments: Enable different teams to work together effectively, even if they're using different tools. So if your support team prefers to review cases in Salesforce but not GitHub, Jira, or another complex software tool, they can stay in their environment of choice and vice versa.

Supported Salesforce Case fields in Unito

Here some of the most common Case fields supported by Unito's Salesforce integration, as well as the fields you can use in rules. You can cross-reference this list of fields with Salesforce's documentation regarding case fields.

Quick definitions:

- One-Way: Changes to the Salesforce case field will appear in the other synced field but not vice versa.
- Two-Way: Changes to either synced field will appear in the other.
- Rules: This opportunity field can be used as a trigger in your rules to filter work items from syncing with Unito.

Case Field	One-Way?	Two-Way?	Rules?
Account	✅	✅	✅
Asset	✅	✅	✅
Attachments	✅
Case Number	✅		✅
Case Origin	✅	✅	✅
Case Reason	✅	✅	✅
Case Source	✅	✅	✅
Case Type	✅	✅	✅
Closed	✅		✅
Closed Date	✅		✅
Company	✅	✅	✅
Contact	✅	✅	✅
Contact Email, Fax, Mobile	✅		✅
Country	✅	✅	✅
Created By, Created Date	✅		✅
Deleted	✅		✅
Description	✅	✅	✅
Internal Comments	✅	✅
Is private	✅	✅
Last modified by	✅		✅
Last modified date	✅		✅
Parent Case	✅	✅	✅
Priority	✅	✅	✅
Product	✅	✅	✅
Status	✅	✅	✅
Subject	✅	✅	✅

Salesforce custom field types

This list is non-exhaustive. Please consult Salesforce's own documentation for a full list of possible Salesforce custom field types that can be included in your flows.

Here are just some of the custom field types you can sync with Unito:

Salesforce Custom Field Types	Definition	One-Way?	Two-Way?	Rules?
Auto number	Automatically assigns a unique number to each record.	✅	✅
Checkbox	Lets users check a box, indicating a true or false attribute of a record.	✅	✅	✅
Currency	Lets users enter a currency amount. The system automatically formats the field as a currency amount. This formatting is useful if you export data to a spreadsheet application.	✅	✅
Date	Lets users enter a date or pick a date from a popup calendar. In reports, you can limit the data by specific dates using any custom date field.	✅	✅	✅
Date / time	Lets users enter a date or pick a date from a popup calendar and enter a time of day.	✅	✅
Email	A contact's email address	✅	✅
Number	Lets users enter any number. This number is treated as a real number and any leading zeros are removed.	✅	✅	✅
Percent	Lets users enter a percentage number as a decimal—for example, 0.10. The system automatically converts the decimal to a percentage—for example, `10%`	✅	✅
Phone	A contact's phone number	✅	✅	✅
Picklist	Lets users select a single value from a list that you define. Also known as a single-select or choice field in other tools.	✅	✅	✅
Picklist (Multi-select)	Lets users select more than one picklist value from a list that you define. Also known as a multi-select or list field in other tools.	✅	✅	✅
String	Sequence of characters, similar to text field. Designed for shorter, structured data with specific format.	✅	✅	✅
Text	Lets users enter any combination of letters, numbers, or symbols. You can set a maximum length, up to 255 characters.	✅	✅	✅
Text Area	Lets users enter up to 255 characters that display on separate lines similar to a Description field.	✅	✅
URL	Lets users enter up to 255 characters of any valid website address.	✅	✅

Note: Custom fields are only available with certain Unito plans. Visit our pricing page for more information.

Limitations and other things to keep in mind

Here are a few things you should keep in mind when using this integration:

Close date is a mandatory field: The close date field of each opportunity you want to sync has to be mapped and has to have a value. Otherwise, it won't sync properly.
Custom field availability: Unito will only be able to sync the custom fields that are available for you in Salesforce. This usually has to do with the permissions you have in Salesforce. If you need to sync a custom field you don't have access to, reach out to your Salesforce administrator.
Workflow designer creation: You won't be able to create flows that sync Salesforce opportunities from the workflow designer.

Watch a demo flow sync Salesforce with Google Sheets

Got feedback? Submit a Unito feature request to let us know what you'd like to see in the next update to our Salesforce integration.

How to create your first flow

Review Unito's Salesforce integration