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Salesforce Integration

Instructions on how to bring your Case Xchange data into your Salesforce or Litify Instance

Before proceeding make sure you have access to the Salesforce integration within the Integrations tab in Settings. Once you request it and you should be granted access within 2 business days.

This integration is still in an extended testing phase, any and all feedback is still very much appreciated!

Required Initial Configuration

Installing Managed Package

  1. Go the appropriate link below depending on the environment:

    1. For Production: https://login.salesforce.com/packaging/installPackage.apexp?p0=04tgK000000BDMvQAO

    2. For Sandbox: https://test.salesforce.com/packaging/installPackage.apexp?p0=04tgK000000BDMvQAO

  2. Choose “Install for Admins” and click “Install”

  3. Once installed, grant the following permission sets accordingly

    1. “Case Xchange Admin” to users who would do configuration

    2. “Case Xchange Referral Permissions” to users who would need to use but not configure the package

Setup for Common Case Management Systems

The instructions further below provide a general guide for Salesforce setup and are purposefully generic enough to fit into any Salesforce data model.

For tips on integrating with common case management systems view the specific article for that system linked below:

For Sending Cases

Setting up Authorization

Start the setup within Case Xchange Salesforce Settings (This can also be accessed in the Case Xchange App via Settings → Integrations → Salesforce Integration)

  1. Click “Create OAuth Client”

  2. Add a Name and click Generate URIs

    1. This will populate Redirect URIs, these can also be specified manually but must include the end parameters “apex/casexchange__CXOAuthCallback” and “/lightning/n/casexchange__CXOAuthCallback”

  3. Click “Create”

  4. Save the Client Secret somewhere secure. It will not be visible again!

  5. After clicking “Done” save the Client ID as well for the next steps

Finish the setup within Salesforce via the steps below:

  1. Created Named Credential:

    1. In Salesforce, Navigate to Setup > Security > Named Credentials.

    2. Click the drop-down next to New and click "New Legacy" filled out with the following information

      1. Label: Case Xchange API

      2. Name: CaseXchange_API (this must be the exact name)

      3. URL:

        1. If connecting to production: https://api.casexchange.com/api/v1

        2. Only if you've requested a separate UAT account, you can connnect to UAT using: https://api-uat.casexchange.com/api/v1

          1. If interested in a separate UAT account please contact us at help@casexchange.com

      4. Certificate: leave blank

      5. Identity Type: Anonymous

      6. Authentication: No Authentication

        1. This gets handled by the OAuth setup

      7. Ensure all boxes in Callout Options are unchecked

  2. Then use the App Switcher to go to the “Case Xchange” App and click on the Case Xchange Admin Tab (This will only be visible if you have the Case Xchange Admin permission set assigned)

  3. Click “Setup for Production” and input your Client ID and Client Secret in the pop out and click “Save Configuration”

    1. If you did not save the Client Secret from above, you can click “Rotate Secret” in the Case Xchange app to generate a new one

  4. Click “Connect to Case Xchange” to establish the OAuth connection

  5. Login (if necessary) and click “Allow Access”

  6. The connection should now be established for sending cases

Configuring LWC

Now that the connection is active, you’ll have to do a bit of mapping to ensure the write-back for updates of sent referrals works correctly

  1. Within the Case Xchange App and Case Xchange Admin tab go to the CX Field Mappings section

  2. Here you can create a new mapping for the source and destination objects

    1. The Source Object is where the referral would be sent from and the Destination Object is a record that would be created upon a successful referral

      1. If a destination object is specified, it will have it’s status updated when the case is updated in Case Xchange, otherwise the source object will be linked directly in Case Xchange for those updates. Therefore it’s recommended that you populate the first three fields (CX Id, CX Reference Number, and CX Status) on the Source Mapping if not using a Destination Mapping

  3. Once created, click “Save” and ensure a Green banner pop up appears before navigating away from the page

  4. Now you can add the Case Xchange Referral component to lightning page of any number of source objects for which you have mappings for and begin sending cases from there!

    1. The lightning web component CaseXchangeReferral should be available for addition any lightning record page.

  5. If you would want to re-refer any cases after rejection, the destination object for the initial referral would need to be the source object on an additional mapping as it’s based on the Salesforce Id that exists in Case Xchange

Setting up Sync back from Case Xchange

This sync will only be accurate if the case was sent through Salesforce as it relies on the Salesforce Id existing on the Case Xchange record. For historical cases, these can also be updated in mass through the bulk update tool in the import/export tab.

  1. To begin go to Case Xchange Salesforce Settings (This can also be accessed in the Case Xchange App via Settings → Integrations → Salesforce Integration)

  2. Click “Connect to Salesforce” in the “Sync to your Salesforce organization” box and login to Salesforce to grant appropriate permissions

  3. Once connected scroll to the bottom of the page and setup the integration in the following steps

    1. Specify the salesforce object name the Id will belong to and the API field name that the status and receiving firm name should sync to

    2. Map the values for the status over to any values they should change to in Salesforce/Litiify. This is always required but particularly helpful if using a picklist to set values differently. Click “Add Mapping” until all Case Xchange statuses are accounted for on the lefthand side

    3. Be sure to click “Save Salesforce Settings” to ensure it is all set

For Receiving Cases

Once the package is installed, it has the capabilities to create the CX Intake object whenever a case is moved to “Under Evaluation.” The expectation is that these can then be moved into any other relevant object in your Salesforce instance using custom flow or Apex, though additional features for these mappings may be released at a later date.

To establish the connection do the following (skip the first two steps if you already set up the sync back above)

  1. To begin go to Case Xchange Salesforce Settings (This can also be accessed in the Case Xchange App via Settings → Integrations → Salesforce Integration)

  2. Click “Connect to Salesforce” in the “Sync to your Salesforce organization” box and login to Salesforce to grant appropriate permissions

  3. Toggle the box “Create CX Intake Records” to active and scroll down to the bottom of the screen and click “Save Salesforce Settings”

  4. Now whenever a new case is acknowledged, it will also be created in Salesforce as a custom CX Intake (casexchange_CX_Intake__c) object. Updates to that object in Salesforce will NOT cause any updates back in Case Xchange

Change Log of Package Updates

  • 2.10 (Current Version)
    • Install Links:

      • For Production: https://login.salesforce.com/packaging/installPackage.apexp?p0=04tgK000000BDMvQAO

      • For Sandbox: https://test.salesforce.com/packaging/installPackage.apexp?p0=04tgK000000BDMvQAO

    • Changes
  • 2.7 (First Stable Release)
    • Install Links:

      • For Production: https://login.salesforce.com/packaging/installPackage.apexp?p0=04tgK00000088ObQAI

      • For Sandbox: https://test.salesforce.com/packaging/installPackage.apexp?p0=04tgK00000088ObQAI