To set Fin up to handle Salesforce cases, the first thing you need to do is add knowledge. Go to Channels > Salesforce cases and select Add knowledge.

You can add knowledge by:

To connect to Salesforce you'll need to create a Connected App, enable OAuth, and generate a consumer key and secret (see detailed instructions below).

To create a Connected App, go to Salesforce settings and search for “App Manager”. In the App Manager, click New Connected App on the top right.

Once there, enter an app name, API name, and your email address.

Next, set up OAuth for your Connected App:

Save the Connected App, then click the Manage button on the next screen.

Click Edit Policies, then on the policies page, make sure Permitted Users is set to “All users may self authorize” and IP Relaxation is set to “Relax IP Restrictions”.

At the bottom of the page, set the Client Credentials flow to run as an admin account by clicking on the “Run as Lookup” icon next to the input field and selecting an admin in the window that appears.

Save your changes, go to the App Manager again, and view the app you just created using the dropdown menu next to it.

In the OAuth section, click on Manage Consumer Details.

On the Consumer Details page, you’ll be presented with a consumer key and secret. Copy those values into the “Salesforce” integration section in Intercom Channels > Salesforce cases and click Connect to Salesforce. Click Allow in the window that opens.

After connecting to the Salesforce, you'll need to select an identity for the AI Agent on Salesforce. Fin will reply as this user when a case is assigned to it in Salesforce. We recommend creating a new user for it and making it explicit that it's an AI Agent, rather than a human.

You can use your own email address by appending “+fin” to the name (e.g. beth+fin@examply.io). You need to use a real email address because you'll need to verify the email address in Salesforce. Make sure that “Service Cloud User” is ticked so that Fin can reply to cases.

Once you've created an account and have verified it, you can then select this agent in Intercom from Channels > Zendesk cases under “AI Agent identity”.

You can customize how Fin responds to customers and hands off to your team when it’s unable to help by clicking on Answer and hand-off in the “Workflow” section in Channels > Salesforce cases.

First, customize what Fin should do when a case is assigned to it in Salesforce by clicking on When a case is assigned to Fin in Salesforce.

You can tailor this experience by:

Once you’ve finished customizing the workflow, click Save changes.

To configure who Fin hands-off to in Salesforce, select a queue or user. In addition to assigning the case to this queue/user, Fin will also apply the “routed-to-the-team” topic.

Then click Save to update your “Answer and hand-off” settings.

Next, verify your email domain to ensure that emails sent from Fin are delivered successfully.

Go to Channels > Salesforce cases and click + Add email domain below the “Email Domain Verification” section. You'll need to enter:

Next, you’ll need to authenticate this domain by adding the DNS records to your domain. From your domain provider's website, find the page or area that has your domain or domain records - usually called manage domains, DNS custom records or zone files.

Once you’ve found the area with your domain records, you’re ready for the next step, adding the DNS records to your domain. 👇

You’ll need to add two CNAME records to your domain on your domain provider's website. They give Intercom permission to send emails on your behalf by authenticating this domain.

Now repeat those steps, but this time copy/paste the info for the second record.

Finally, you need to add a TXT record to your domain for DMARC if you don't have one already. From February 1st 2024, it is required by Gmail and Yahoo if sending more than 5,000 emails per day to their customers. This record helps prevent your emails from being marked as spam. The value shown below is the simplest possible DMARC record, feel free to use a different one as long as it is valid.

Then come back to Channels > Salesforce cases and click Check status below the “Email Domain Verification” section. This will check the domain records have been added correctly and each record status should change to “Authenticated” with a green tick to confirm this email domain has been verified.

To test Fin, go to Channels > Salesforce cases and select Turn Fin on at the bottom of the page, then assign a case to the “Fin AI Agent” you created in Salesforce.

Fin won't be live to your customers immediately, Fin will only respond to tickets assigned to it. Once you’re ready for Fin to answer customer questions, use Flows or Case Assignment Rules in Salesforce to automatically assign new cases to Fin.

When a customer sends an email or submits a form, that will create a case in Salesforce. Using Salesforce's Case Assignment Rules or Flows, the case will automatically get assigned to Fin.

For any case that gets assigned to Fin, it'll apply the fin-involved topic.

If Fin has relevant knowledge available to answer, Fin will respond and cite the sources it used, and apply the following tags:

If the question is ambiguous, Fin will ask clarifying questions. If Fin doesn't have an answer, it'll hand-off the ticket to your desired case queue or user. Customers can ask follow-up questions and Fin will follow the same process.

If the customer says that it helped, the “fin-soft-resolution” topic will be removed and “fin-hard-resolution” applied.

If the customer asks to talk to the team, Fin will assign the case to a specific queue or user of your choice, remove the “fin-soft/hard-resolution” topics and apply the “fin-routed-to-team” topic.