Salesforce Service Cloud and PagerDuty Integration Benefits

Customize when to notify the proper on-call team about Salesforce Service Cloud cases and route exception cases.
Create or update the Service Cloud case with relevant information as soon as there is a PagerDuty update, such as an acknowledgment, resolution, or reassignment.
Keep your Customer Service team up-to-date with synced notes between PagerDuty and Salesforce Service Cloud so they can provide relevant updates.

Version

This guide outlines configuration for the Salesforce Service Cloud v1 integration.

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Looking for a Different Version?

The following integrations are also available:

• Salesforce Service Cloud v3
• Salesforce Service Cloud v2

How It Works

• New Salesforce cases and their updates are sent to PagerDuty, where case information is evaluated against your sets of predefined rules. If the evaluation criteria are met, PagerDuty performs the action that you have defined.
• PagerDuty can also send information to Salesforce Service Cloud, where you can define the evaluation criteria against the updates made in PagerDuty and select an action to be performed in Salesforce Service Cloud.

Requirements

In Salesforce Service Cloud:

• Permissions to Install Salesforce Managed Package applications.
• A Salesforce Professional, Unlimited, or Enterprise edition, which allows Apex classes to be run from a Managed Package.
• Ensure that API access is enabled on your organization. Salesforce organizations in Trial Mode normally do not have API access enabled.

In PagerDuty:

• The Salesforce integration is available to accounts on the following pricing plans: Business, Digital Operations (legacy), and Enterprise for incident management. Contact the PagerDuty Sales Team to upgrade to a plan featuring the Salesforce integration.
• An Admin, Global Admin, or Account Owner base role is required for configuration. If you are not sure what role you have, or if you need your permissions adjusted, visit the sections on Checking Your User Role or Changing User Roles.

Integration Walkthrough

Configure PagerDuty

1. Navigate to Apps & Add ons API Access and click Create New API Key.
2. Enter a description (for example, Salesforce API Key) and click Create Key.
3. Copy the API Key and paste it in a safe place for future use.

Configure Salesforce

1. In the Salesforce AppExchange, search for PagerDuty and install the application.
2. In your Salesforce Service Cloud account, click the gear icon and select Setup.

3. In the Setup console, search for and click Named Credentials.

4. Click New Named Credential and configure the following fields:

5. Click Save.
6. Click the App Launcher , search for, and click PagerDuty Configuration.
7. In the SUMMARY tab, verify that the Connection field displays an OK message in green text.

8. Select the OBJECT MAPPINGS tab and configure the following fields:

9. Click Save.
10. Select the RULESETS tab and click Add Ruleset.
11. Enter a Ruleset Name and click Save.
12. Click the ruleset name and click Add Rules.
13. Enter a Rule Name and click Save.
14. Click the name of the rule to define the conditions and actions.

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Note

Rulesets are disabled upon creation by default. You must enable the ruleset when you are ready to test and use it.

Run rule on selections:

• Case create or update: Define the Salesforce Service Cloud field conditions that must be satisfied for the PagerDuty package to run and perform the specified action.
• PagerDuty incident create or update: Define when PagerDuty sends updates to Salesforce Service Cloud about incident changes made by other sources, such as an acknowledgment, resolution, or reassignment. This option requires additional configuration within PagerDuty to authenticate and send updates to Salesforce Service Cloud. The required steps are outlined in the next section.

Configure PagerDuty to Send Incident Information to Salesforce Service Cloud

1. In Salesforce Service Cloud, retrieve the security token of an integration user by navigating to their profile and resetting the security token.
2. In PagerDuty, navigate to Configuration Services, find the service, and click the service where you want to add the Salesforce Service Cloud extension.
3. Select the Integrations tab and click New Extension.
4. From the Extension Type dropdown, select Salesforce Service Cloud and configure the following fields:

5. Click Save.

Establish Salesforce Service Cloud Rules to Perform Actions on PagerDuty Updates

In Salesforce Service Cloud, ensure that you build rules that specify what occurs to the case object and fields when PagerDuty sends an update back to Salesforce Service Cloud.

1. Navigate to the Salesforce Service Cloud RULESETS tab and create a new ruleset or rule.
2. Specify PagerDuty Update and select the conditions that fit the action you want to perform.
3. Specify the action you want to perform, such as Setting the Case Value.

FAQ

Can you automatically create an incident in PagerDuty once a Salesforce Case meets certain criteria?

Yes. After specifying your evaluation conditions, select that you want to create an incident on a service in PagerDuty, and select a relevant service to notify.

If I am a Managed Service Provider, or would like to create new cases in Salesforce based on information I get from other integrations, can I do that with this integration?

Yes. When you are defining the rule, ensure you select On PagerDuty Update instead of Case create/update, specify what conditions to look for on a PagerDuty update, and what you want Salesforce to do when it meets that criteria. For example, if you want to automatically create a Salesforce case when a PagerDuty incident is created on service XYZ, you have a ruleset that looks like the following:

Ensure you also use Set Case field value for all required fields in your Salesforce case object.