SendSafely offers two integrations with Salesforce Service Cloud to enable the secure exchange of inbound and outbound files:
SendSafely Service Cloud App - Used by Service Cloud Agents for viewing and downloading uploaded files and for sending files to end users, all directly from the Salesforce Console
Hosted Dropzone with Salesforce Connector - Used by non-agents (your customers) to attach files to Salesforce cases outside of Salesforce. Ideal for customer-based workflows that do not use a Salesforce Community site, like email based communication.
In this article, we provide an overview of how you can use each of these components to securely exchange files with your customers using Salesforce Service Cloud with SendSafely.
SendSafely Service Cloud App
Our Service Cloud Canvas App streamlines the process of viewing files that are attached to a Service Cloud case using SendSafely. The App can be installed into any page layout within your Service Cloud console. As agents view cases, any associated SendSafely files are displayed in the Canvas App and are easily accessible to to the agent.
A SendSafely Quick Action also enables agents to send encrypted files to customers. Instead of using the built in Salesforce "Attach file" button, the agent can attach an encrypted file using the SendSafely Quick Action at the top of the page. A link for the customer to access the files is automatically inserted into the agent's reply.
Set Up Instructions
The SendSafely Salesforce App is available for free download in the Salesforce AppExchange for existing and prospective SendSafely enterprise customers.
For detailed set up instructions, please refer to help center article:
Hosted Dropzone with Salesforce Connector
The Hosted Dropzone is useful for instances where your customers do not use a Salesforce Community site to reply to cases, such as email-based workflows. The Dropzone is a secure file drop hosted by SendSafely and can be branded with your company's logo and color scheme.
When requesting files, agents send customers a link to the Dropzone. The customer's case number can also be embedded in the link so it is pre-populated for the customer (typically done using a macro).
When files are submitted, the Dropzone Connector posts a message to the case that includes the email address of the submitter along with a secure link to access the files.
Set Up Instructions
Dropzone Connectors are currently available for Google Apps and AWS Lambda. Both connectors require the set up of a Salesforce Connected App. Follow these help center articles for step-by-step guidance: