Introducing Salesforce CRM direct integration, which provides precise license usage tracking based on user logins, regardless of the authentication method (SSO, password, etc.).

Note:Salesforce CRM will be available to customers from October 15.

Key capabilities 

  • Discovery: Comprehensive discovery of all Salesforce users, user license allocations, and organization-level license utilization.

  • License Management: Track entitlements, consumption, user licenses, permission set licenses, and feature licenses.

  • Usage Monitoring: Monitor login-based usage, to reclaim licenses from inactive users.

  • Orchestration: Automate user deprovisioning and license upgrade/downgrade tasks for improved license management. 

Prerequisites
The Salesforce account that you use to connect the integration requires a Salesforce user license and the following user access permissions.


Permission

Description

Permissions required for Discovery and reclamation

API Enabled

Enables access to Salesforce APIs.

View Setup and Configuration

Allows you to view Setup pages. When you enable this permission, Salesforce automatically enables the View Roles and Role Hierarchy permission.

Permissions required for only reclamation

Manage Internal Users

Allows you to create and modify internal users.


Step-by-Step Procedure 

To integrate Salesforce with Freshservice using a REST-based API, you need to create a connected app in Salesforce. This guide provides step-by-step instructions for configuring the connected app and enabling OAuth 2.0 for secure communication between both platforms.

Note: Salesforce Role Required - Admin access in Salesforce.

  1. Log in to your Salesforce account using your admin credentials.

  2. After logging in, switch to Salesforce Classic mode for easier navigation.

  3. In the top-right corner, click on your name and select Setup.

  4. In the left-hand navigation menu, select Build > Create > Apps.

  5. Scroll down to the Connected Apps section and click on New to create a new app.

  6. Fill in the Connected App Fields


Field

Description

Connected App Name

Name of your application.

API Name

This field is automatically populated.

Contact Email

The email address that you want to associate with the application.

Enable OAuth Setting

Select Option to enable OAuth settings.

Callback URL

Enter https://instance.freshservice.com/, where <instance> is the name of your Freshservice instance.

Selected OAuth Scopes

OAuth scopes that determine the amount of access that is granted to an access token. The following values are required:

  • Full access (full)

  • Perform requests at any time (refresh_token, offline_access)

Custom Connected App Handler

Run As:

  • Select a user with pre-requisite permissions

Enable Client Credentials Flow

Select the checkbox


  1. Click Save to finalize your connected app configuration.

  2. After saving, Salesforce will generate a Consumer Key (client ID) and Consumer Secret (client secret). Copy these credentials for use in configuring the Salesforce integration in Freshservice.

Configure Salesforce CRM Profile in Freshservice

1. Log in to Freshservice: Log in to your Freshservice account as an admin.

2. Navigate to Global Settings > SaaS Management

3. Scroll down and select  Salesforce from the list of available integrations

4. Install the Salesforce App and configure: Use the Consumer Key and Consumer Secret from the connected app you created in Salesforce.



Additional Information

Note: Salesforce's "Permission Set Group" feature for downgrading/upgrading users is currently in Beta. Use of this feature is subject to Salesforce’s Beta Service Terms.