About Integration User Accounts
Service Board includes the following integration user roles:
• Service Board Integration User: Permissions for Salesforce to connect to and access Service Board resources. This predefined role has a fixed username of integration_user, and ships with Service Board. Credentials and domain name details are configured in the Integration User user account record in Service Board and in Salesforce.
• Salesforce Integration User: Permissions for Service Board to connect to and access Salesforce resources, mostly used for initial and real-time sync. This role is a Salesforce user with the System Administrator profile (or another profile with sufficient privileges), and is used to provision a Service Board tenant. Credentials and domain name details are configured in the active System Setting record in Service Board.
Salesforce security controls challenge users to verify their identities when they log in from outside a trusted IP range or use a browser or app that is not recognized by the system. This can occur when Salesforce integration users fail to get an access token from Salesforce at login, which causes a Failed: API security token required error to appear in the Login History for this user account in Salesforce.
Salesforce authentication uses the highest-priority verification method available for each user in the following order of priority:
1. Push notification or location-based automated verification with the Salesforce Authenticator mobile app (version 2 or later) connected to the user’s account.
2. A U2F security key registered with the user’s account.
3. Verification code generated by a mobile authenticator app connected to the user’s account.
4. Verification code sent by SMS to the user’s verified mobile phone.
5. Verification code sent by email to the user’s email address.
In most Salesforce orgs, methods from 1 to 4 are not used, and method 5 is triggered to verify identity.
For more information: