Salesforce Cases

You can file tickets as Cases in your own Salesforce org — useful when your admins already live in Service Cloud. This is the product's only write permission, it ships off by default, and turning it on is an explicit admin decision:

This enables one write permission: creating Cases. We still never read or modify your records.

Enabling and disabling the destination is audited, and so is every Case it creates.

Turn it on

Settings → Integrations → Salesforce Cases → Enable. You'll see the consent text above, and after enabling, a readiness strip that checks your org is actually able to receive Cases — if something's amber, the sections below are the fix.

Permissions

The connected user (whoever ran the Salesforce connect flow) must be able to create Cases:

1. Profile path: Setup → Profiles → the connected user's profile → Object Settings → Cases → enable Create (and Read).
2. Permission-set path (preferred for least privilege): Setup → Permission Sets → New → Object Settings → Cases → Create → assign to the connected user.

The readiness strip flags this as Grant Create on Case when it's missing.

Record types

Only record types available to the connected user appear in the dropdown. “Default” means we send no record type and your org default applies. If a chosen record type is later deleted or unassigned, saving the configuration re-validates and the readiness strip flags it.

Queues & assignment rules

• Use assignment rules (the default): your org's own Case assignment rules route the Case, exactly as if it came from Web-to-Case.
• Explicit queue: pick a Case queue and new Cases are owned by it. If the queue is later removed, saving re-validates and readiness flags it.
• Orgs with no Case queues keep assignment rules locked on.

Priorities

Case priority follows the diagnosis confidence — by default We found the cause and Possible cause file as Medium, Couldn't diagnose as High (an unknown error is the one a developer most needs to look at). You can remap all three in the configuration.

Test it

The Test button creates a Case titled “[Test] Connection check — safe to close” through the exact production pipeline (including a tiny test attachment) and then closes it automatically. If closing fails — some orgs require fields on close — the test still passes and tells you so.

Storage limits & attachments

Screenshots attach as Files. If your org hits its file storage limit, the Case is still created and the ticket shows an “attachment failed” note. Free storage or raise the limit, then run Test again to verify.

Trouble? See Troubleshooting or email hello@rootcase.io.