Salesforce CRM

Connect Salesforce CRM to bring customer and account context into IrisAgent

The CRM connection adds account context to tickets: who the customer is, what they bought, and how important the account is. IrisAgent uses it to prioritize and route work, and agents see it next to the ticket.

This is separate from Salesforce as a ticketing system. For that, see Salesforce.

Connect your ticketing system first. The CRM connection adds context to tickets IrisAgent is already importing.

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Connect Salesforce CRM

1. In the dashboard, go to Data Sources → CRM.
2. On the Salesforce card, click Connect.
3. On the Salesforce OAuth screen, click Allow.

The Salesforce card then shows as connected.

The connection uses the permissions of the Salesforce user who authorizes it. Use a dedicated service user with access limited to the objects IrisAgent needs.

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Related

• Salesforce as a ticketing system
• HubSpot as an alternative CRM
• Custom API to pull context from an internal system

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Data governance and security

Data between your environment and IrisAgent is always encrypted at rest and in transit, authenticated at each endpoint, monitored for integrity, and protected by enterprise-grade security protocols.

• IrisAgent removes PII data and does not store any PII data on our servers.
• IrisAgent does not share any data with third parties.
• IrisAgent is SOC 2 Type II compliant and GDPR compliant.