Configuring Salesforce for Salesforce-to-Service Board Real-Time Sync for Custom Objects
After you configure Service Board to support Salesforce-to-Service Board real-time sync for custom objects, you must define process builders and custom field sets on the Salesforce side.
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• You must configure real-time sync separately for each custom object in your Service Board tenant.
• To configure real-time sync for custom objects in both directions between Salesforce and Service Board, special configuration steps are required. For more information, see Configuring Two-Way Real-Time Sync for Custom Objects.
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To configure Salesforce for Salesforce-to-Service Board real-time sync for custom objects:
1. In Salesforce, on the Setup page, in the left pane, under Platform Tools, expand the Process Automation node, and then click Process Builder.
2. On the Process Builder page, in the top right corner, click New, and then in the New Process dialog box, complete the fields as follows and click Save.
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Field
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Value
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Process Name
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A name for the process, for example, Notify Service Board for Work Detail.
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API Name
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Auto-populates based on the text you enter in the Name field, for example, Notify_Service_Board_for_Work_Detail. You can modify this to any unique value.
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Description
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A brief description of the process.
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The process starts when
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A record changes
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3. On the Process Builder page for the newly created process, in the left pane, click the Add Object process element, and then in the right pane, complete the following fields and click Save.
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Field
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Value
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Object list
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Select the custom object for which you are configuring real-time sync.
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Start the process list
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only when a record is created
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4. In the left pane, click the topmost Add Criteria action element, and then in the right pane, complete the fields as follows and click Save.
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Field
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Value
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Criteria Name
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Is New
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Criteria for Executing Actions
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Formula evaluates to true
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Build Formula
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ISNEW()
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5. In the left pane, to the right of the newly created action element, in the Immediate Actions box, click Add Action, and then in the right pane, complete the fields as follows and click Save.
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Field
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Value
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Action Type
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Apex
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Action Name
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Platform Event
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Apex Class
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SVMXSB__SB_ProcessBuilderHelper
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Set Apex Variables: Event Name
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• Type: String
• Value: Create
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Set Apex Variables: Record Id
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• Type: Field Reference
• Value: [<Salesforce API Name>].Salesforce API Name, for example, [SVMXC__Work_Order_Line__c].SVMXC__Work_Order_Line.
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Set Apex Variables: Object Name
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• Type: String
• Value: Salesforce API name for the custom object.
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6. In the left pane, click the next Add Criteria action element, and then in the right pane, complete the fields as follows and click Save.
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Field
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Value
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Criteria Name
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Is Changed
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Criteria for Executing Actions
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Formula evaluates to true
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Build Formula
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Criteria for triggering the action, for example:
ISCHANGED([Account].OwnerId)
|| ISCHANGED([Account].Name) || ISCHANGED([Account].ParentId) || ISCHANGED([Account].SVMXC__Preferred_Technician__c |
7. In the left pane, to the right of the newly created action element, in the Immediate Actions box, click Add Action, and then in the right pane, complete the fields as follows and save and activate the process builder.
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Field
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Value
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Action Type
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Apex
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Action Name
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Platform Event
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Apex Class
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SVMXSB__SB_ProcessBuilderHelper
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Set Apex Variables: Event Name
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• Type: String
• Value: Update
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Set Apex Variables: Record Id
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• Type: Field Reference
• Value: [<Salesforce API Name>].Salesforce API Name, for example, [SVMXC__Work_Order_Line__c].SVMXC__Work_Order_Line.
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Set Apex Variables: Object Name
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• Type: String
• Value: Salesforce API name for the custom object.
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8. Create a new field set for the custom object you are configuring for real-time sync support and add the required fields to be synced to Service Board.
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If any custom field sets were previously created for other Service Board objects, be sure to use the same API name for the newly added field set.
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9. In the active Org-Wide Configuration Profiles, in the Service Board submodule of the Dispatch Management module, update the SET003 setting with the API name for the newly created custom field set.
For more information: