The Salesforce Outbound Message Event is activated when an outbound message is received and the flow conditions in Salesforce are satisfied. These flow conditions could involve events like the closure of a case or the winning of an opportunity. This event facilitates the automation of multiple actions based on the information sent from Salesforce. In particular, the module empowers businesses to initiate customized survey distributions, refresh customer profiles, generate transactions, or send alerts back to Salesforce. It allows customers to effortlessly utilize Salesforce data for activities such as engaging clients with surveys or updating customer details without the need for manual input.

Business Use Cases

• Personalized Survey Distribution: Automatically trigger personalized surveys based on business events received from Salesforce, such as case closures or order completions. Customer and transaction details can be used to tailor survey content and distribute it through preferred channels like email, SMS, or WhatsApp, helping improve engagement and feedback quality.

• Profile and Transaction Creations: When a Salesforce Outbound Message Event is triggered, it can automatically create or update customer profiles in Sprinklr using data from Salesforce transactions or cases. This enables seamless synchronization of customer information across systems and helps automate customer engagement workflows, such as survey invitations, promotional communications, and SMS notifications, based on business events captured in Salesforce.

• Actionable Data for Customer Segmentation: Customer and transaction data from Salesforce can be synchronized with Sprinklr using Salesforce Outbound Message Events, enabling real-time profile updates and audience segmentation. This data can be used to deliver personalized communications, automate customer engagement workflows, and enrich customer profiles with interaction and feedback data, helping organizations improve targeting, campaign effectiveness, and customer experiences.

Prerequisites

Before setting up the event workflow, ensure the following:

• Your Salesforce account is connected to Sprinklr using the available connector.

• The necessary Salesforce features are enabled.

• You have created a Salesforce flow and configured the outbound message in Salesforce.

Steps to Set Up Salesforce Outbound Message Event Workflow

1. Go to the CFM Persona App, choose a Program, and then select a Survey.

2. Navigate to Workflows and then Create Workflows.

   Note: To configure this event, you must establish an external connection between Sprinklr and Salesforce using the Salesforce connector available in the Sprinklr Marketplace. This integration enables the seamless transfer of key Salesforce data, such as case updates, customer transactions, and purchase information, into Sprinklr. By making this data available in Sprinklr, you can automate actions such as personalized survey distributions, customer profile enrichment, and workflow-triggered engagements, helping you deliver more relevant customer experiences while streamlining operational processes.

   The necessary Salesforce features must also be enabled, and external setup is required to create a Salesforce flow and configure the outbound message in Salesforce.

3. Click + Automation, and Select ‘Workflow' to begin and click Next to access the event selection screen where you will see all three supported events for CFM workflows. Each event will be accompanied by a description, use cases, and instructions on how to apply the event to your workflow.

   

   

4. Select Salesforce Outbound Message event and click Next.

   

   Note: The chosen event dictates the actions and conditions that can be applied within the workflow, and are triggered based on the event's occurrence.

5. Navigate to Workflow Details section and fill in the details:

   

   1. Workflow Name: Add a meaningful name to the workflow.

   2. Description: Add a description for the workflow.

   3. Start Workflow From: You can add a start date for workflow.

   4. Run Workflow Until: You can add an end date for the workflow and click Next.

6. Go to Account Setup section and select a Salesforce Account from the drop-down.

   

   Note: You can choose any account you've connected previously via the Sprinklr Marketplace Salesforce connector, or add a new account.

   If no Salesforce account is connected:

   • Click + Salesforce Account. You will be redirected to the Sprinklr Marketplace.
   • Install and configure the Salesforce connector.

   • Select the account type:

     • Production
     • Sandbox
   • Enter a connection name to easily identify the account.
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   • Sign in using your Salesforce credentials.
   • Review and authorize the required permissions for Sprinklr to access Salesforce.
   • You will see a screen requesting authorization for “Sprinklr CFM <sprinklr_env>” to:

   1. Access the identity URL service

   2. Access unique user identifiers

   3. Manage user data via APIs

   4. Perform requests at any time

   These permissions are essential to ensure secure and functional integration. To revoke access at any time, go to your personal settings on Salesforce.

   

7. After authentication and setup, go back to the same tab and click on Refresh. The account will now be visible in the list, enabling you to choose it and continue with the subsequent steps and click Next.

   

   Note: Please note that any accounts added through the CFM Workflows module will also be available and displayed within the Sprinklr Marketplace.

8. Examine the connector details and the type of environment. Copy the Event Callback URL and store it safely for later use. This URL will be utilized in your outbound message setup within Salesforce and click Next.

   

   Note: This URL is specific to this workflow and should only be used with the connected salesforce account.

9. Select the object that initiates the workflow when it is either updated or created. This should correspond to the object in your Salesforce outbound message and flow. Examine the object fields associated with your chosen Salesforce object. These fields can be retrieved from the Salesforce Outbound Message and will be accessible for use in the workflow as “Salesforce Variables.”

   Note: The presence of a field here does not ensure it will contain data from the relevant Salesforce record. You must also add these fields while setting up the Outbound Message in Salesforce for them to actually contain data.

   

10. Click Create to proceed, and you will be directed to an empty canvas where you can set up your workflow with actions and conditions.

    

11. Click + Add Element button to build your workflow. You can then select from the list of supported actions and conditions to define the workflow logic, control the customer journey, and automate the desired flow. Add a condition by clicking the plus icon.

    

    1. After configuring the required conditions, click the + (Add) button to add one or more actions. These actions are executed when the defined conditions are met, enabling you to automate follow-up activities and control the workflow outcome.

    2. You can edit the configurations of the Salesforce event, such as the account or object type, by hovering over the first node and clicking on the "Edit" option.

       Conditions and Actions

       Bucket	Elements	Description
       Journey Processes	Trigger Survey Distribution	Select an already created trigger-based survey distribution from Email, SMS, or WhatsApp channels, and this action will trigger them based on the conditions set in the workflow.
       	Custom Field Actions	Set case or profile custom fields directly or copy them from workflow variables.
       	Update Properties	Updates supported custom properties, attributes, or metadata available from workflow variables.
       	Decision Box	Adds a decision point in the workflow to branch based on specific conditions. Supported assets include cases and others.
       Communication	Send Resolved Message	Sends follow-up messages such as emails, SMS, or WhatsApp. The message can be customized using workflow variables.
       Records	Get Records	Retrieves data from records in Sprinklr entities to use in subsequent actions or conditions.
       Utility	Go to Node	Directs the flow to a specific node in the workflow, allowing for custom paths.
       	Add or remove from queues	Adds or removes cases from specific queues based on workflow conditions.
       Actions	End Event	Marks the end of the workflow, signaling that no further actions are required.
       	Create Record	Creates a new record based on information in the workflow.
       	Update Record	Modifies an existing record based on workflow triggers or conditions.
       	Salesforce Sync	Syncs data to Salesforce, allowing for updates or creating records in Salesforce.

12. You can edit the configurations of the Salesforce event, such as the account or object type, by hovering over the first node and clicking on the "Edit" option.

    

    

13. You will also need to create an outbound message and add it to a flow in Salesforce. When setting up your outbound message, make sure it meets the following requirements:

    1. Paste the URL you copied in step 10 into the Endpoint URL in your outbound message.

    2. The item chosen in the outbound message must be identical to the object. These permissions are crucial for maintaining a secure and effective integration. To withdraw access at any moment, navigate to your personal settings on Salesforce.

    3. The Outbound Message must contain all the Salesforce fields required to trigger your workflow. These fields can be added in the Outbound Message setup.

How to Use Salesforce Outbound Message Event

1. Connect Salesforce to Sprinklr: Before you begin, authenticate your Salesforce account using the Sprinklr Salesforce Connector to enable data exchange between Salesforce and Sprinklr.

2. Create a Workflow in Sprinklr: Create a new workflow and select Salesforce Outbound Message Event as the trigger. This allows the workflow to start whenever a configured Salesforce event occurs.

3. Configure an Outbound Message in Salesforce: In Salesforce, create a Flow that triggers an outbound message when specific business events occur, such as a case closure, order completion, or status update. Include the fields you want to pass to Sprinklr.

4. Register the Callback URL: In Sprinklr, configure the Salesforce Outbound Message Event and copy the generated Callback URL. Add this URL to your Salesforce outbound message configuration so Salesforce can send event data to Sprinklr.

5. Map Salesforce Data: Configure the event to receive and process the Salesforce fields sent through the outbound message. This data can be used to drive workflow conditions and actions.

6. Configure Workflow Actions: Define the actions that should occur when the event is received. For example, you can:

   1. Trigger survey distributions

   2. Update customer profiles

   3. Create or update cases

   4. Sync data with connected systems

7. Test the Integration: Trigger the configured Salesforce event and verify that the outbound message is successfully received in Sprinklr and the workflow actions are executed as expected.

8. Monitor and Optimize: Regularly review workflow performance, validate data delivery, and refine actions or conditions to improve business outcomes and customer experiences.

Best Practices

• Test with both a sandbox and production Salesforce account to verify the flow works in both environments.

• Maintain separate test Salesforce accounts to avoid mixing test data with production data.