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Connect Salesforce to Realm to make cases, opportunities, knowledge articles, and other CRM data searchable. Navigate to Settings > Data sources and click Connect on Salesforce, or click Reconnect if already connected.

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Connecting Salesforce

Click Connect on the Salesforce data source page. You’ll be redirected to Salesforce’s OAuth flow. Log in and allow access. The person connecting should be a Salesforce admin with full read access to the objects you want to sync (e.g. Account, Opportunity, Contact, Contract, Order, Case, Campaign, Lead, Product).

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What gets synced

Text extracted from image attachments (for example screenshots on cases) is also embedded into the parent case, so it is available when the case is used in search, chat, or agent runs. Other attached files are listed on the case by name.

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Configuring objects and fields

From the data source page, you can configure:
  • Which objects to sync - Select from supported standard Salesforce objects and custom Salesforce objects. Realm does not show every Salesforce system object.
  • Which fields to include - Choose which properties/fields are synced for each object. Focus on fields that contain useful searchable content rather than system fields.
  • Record type filtering - Filter which record types to include for each object.
Realm can write a link to the Realm project into a field on the Salesforce opportunity. When someone links a project to an opportunity, Realm fills the field you choose with the project URL, so your sales team can open the response from Salesforce. This is off until you set it up. To turn it on:
  1. Connect an organization-wide Salesforce tool connection. The read-only data source connection above is not enough, because writing needs a connection that can update records. It must point at the same Salesforce org as the data source.
  2. Open the Salesforce data source page and choose the Opportunity field that receives the link. Only text and URL fields the connected Salesforce user can edit are offered.
The write happens in the background, so the field is usually filled a few moments after linking. If Salesforce rejects the write, for example because the field was deleted or is not writable, Realm shows the error on the project and notifies the person who linked it, and you can retry from there. The connection you use is the Salesforce user Realm writes as, so consider a dedicated integration user if you want these updates attributed to Realm rather than a person.

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Permissions

All synced Salesforce data is searchable for users with a Salesforce account in your organization. You can override this by switching to “Everyone in this organization” on the data source settings page, which makes all synced Salesforce data visible to all Realm users.