For each contact in Casengo you can add a Salesforce link. This will allow you to perform a Salesforce search from within Casengo, allowing you to quickly retrieve all the information about that contact whilst answering support questions.

To achieve this, you must add a Custom URL to your contact panel, which is the part on the left when you open a case (the one that by default contains your contact’s name, email address, phone number, company - and a possibility to add a note).

How to add a salesforce link
1. Go to the Admin Settings and click on Contact Panel in the General tab.
2. Hit the blue Add Custom URL button.
3. Click on the Salesforce logo. The name, text field for the link, and a Salesforce URL will magically appear.
4. Change the beginning of the URL to your personal Salesforce URL. You can find this at your Salesforce URL after you log in. For instance: at https://eu1.salesforce.com, you need to copy eu1 and use this for Casengo.
5. Click Save and you’re done.

The field is now added to the contact list at your Casengo customers. To check this, go to the Agent App and open a case. You will see the newly added links in the contact panel. If you click on it, you’ll see the search results in LinkedIn. Please note that you must be logged in to Salesforce and that you have completed the contact’s name in Casengo to use the link.


Do you want Salesforce to search for something else?
You can of course search for much more. Here are some examples to modify the Custom URL:
- Searching in Salesforce on email address: https://eu1.salesforce.com/_ui/search/ui/UnifiedSearchResults?searchType=2&str=
- Searching in Salesforce by company name: https://eu1.salesforce.com/_ui/search/ui/UnifiedSearchResults?searchType=2&str=
- Searching in Salesforce by telephone number: https://eu1.salesforce.com/_ui/search/ui/UnifiedSearchResults?searchType=2&str=

Do you want to use a placeholder other than the default placeholders , , and ? Just add your own input field and add this to your Custom URL. An example: add a field company address. With this placeholder you can search the address by the click of a button in Salesforce.

Did you know you can set up your own FAQ?