Salesforce Service Cloud

This documentation for the Salesforce Service Cloud integration describes the technical capabilities of this integration, including authorization, scopes/permissions, and utilized endpoints. For more information on how to integrate Salesforce Service Cloud, visit our connection instructions.

Version

This integration utilizes the Salesforce Service Cloud REST API v49.0.

Base URL

The base URL used for all Salesforce Service Cloud API endpoints contains the Instance URL:

https://INSTANCE_URL.salesforce.com/services/data/v49.0

Endpoints Utilized

DataGrail uses the following endpoints to authorize and test the connection:

Method	Endpoint	Purpose	Docs
GET	https://login.salesforce.com/services/oauth2/authorize	Request authorization
POST	https://login.salesforce.com/services/oauth2/token	Get and refresh access token

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Authentication & Authorization

The DataGrail Salesforce Service Cloud integration connects using OAuth 2.0 with the following credentials: Client ID and Client Secret.

Sensitive Credentials

Publicly exposing your API credentials can allow unauthorized access to Salesforce Service Cloud API endpoints by a third party. DataGrail stores your API credentials encrypted and protected.

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Limits

Limits in Salesforce Service Cloud are calculated using the leaky bucket algorithm. All requests that are made after rate limits have been exceeded are throttled and an HTTP 429 Too Many Requests error is returned. Requests succeed again after enough requests have emptied out of the bucket.

• DataGrail supports requests throttling to stay within 70-80% of specified service rate limits.
• DataGrail processes API responses with HTTP 429 status to interrupt requests, waiting and retrying (using an exponential backoff strategy).

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Capabilities

Access

DataGrail's Salesforce Service Cloud integration provides Synchronous Access capabilities for the following supported identifier category: Email.

Data Interactions

For Access requests, DataGrail will take the following actions:

1. Search Contacts by configured identifiers.
2. Fetch associated objects for each of the found Contacts. By default, search for Account, Cases, Events, Opportunities and Tasks, but this list can be extended through configuration by DataGrail Support (support@datagrail.io).
3. Search Leads by configured identifiers.
4. Search Campaigns by configured identifiers.
5. Retrieve records for each of the Contacts, Leads and Campaigns objects by the specified object ID.

Endpoints Utilized

Method	Endpoint	Purpose	Docs
POST	/parameterizedSearch	Execute parameterized search
GET	/sobjects/Campaign/object_id	Retrieve Campaigns
GET	/sobjects/Contact/object_id	Retrieve Contacts
GET	/sobjects/Contact/object_id/Cases	Retrieve Cases
GET	/sobjects/Contact/object_id/Events	Retrieve Events
GET	/sobjects/Contact/object_id/Opportunities	Retrieve Opportunities
GET	/sobjects/Contact/object_id/Tasks	Retrieve Tasks
GET	/sobjects/Contact/object_id/account	Retrieve Account
GET	/sobjects/Lead/object_id	Retrieve Leads

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Deletion

DataGrail's Salesforce Service Cloud integration provides Synchronous Deletion capabilities for the following supported identifier category: Email.

Data Interactions

For Deletion requests, DataGrail will take the following actions:

1. Run all data access steps to find objects that can be deleted (See Access).
2. Delete associated contact objects, if any. By default, delete only Cases, Events, Opportunities and Tasks, but this list can be extended through configuration by DataGrail Support (support@datagrail.io).
3. DataGrail utilizes deletion and anonymization, depending on the contact type:

• Deletion for the regular contacts.
• Anonymization for the personal account contacts.

4. Delete contact sub-objects or do sub-objects anonymization.

• By default, delete Cases, Events, Opportunities and Tasks, but this list can be extended through configuration by DataGrail Support (support@datagrail.io).
• By default, anonymize dependent objects Cases and Tasks, but this list can be extended through configuration by DataGrail Support (support@datagrail.io).

5. Delete or anonymize the Contact.
6. Delete a Lead.

Endpoints Utilized

Method	Endpoint	Purpose	Docs
PATCH	/sobjects/Cases/object_id	Anonymize Cases
DEL	/sobjects/Cases/object_id	Delete Cases
PATCH	/sobjects/Contact/object_id	Anonymize Contacts
DEL	/sobjects/Contact/object_id	Delete Contacts
DEL	/sobjects/Events/object_id	Delete Events
DEL	/sobjects/Lead/object_id	Delete Leads
DEL	/sobjects/Opportunities/object_id	Delete Opportunities
PATCH	/sobjects/Tasks/object_id	Anonymize Tasks
DEL	/sobjects/Tasks/object_id	Delete Tasks

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