How to connect Salesforce Service Cloud to Binom: answers from the knowledge base, cases, comments, work orders. Available on request.
The Salesforce Service Cloud integration connects your AI employee with your support service: Binom answers from knowledge base articles, opens a case, adds a comment, and creates a work order. Salesforce Service Cloud is available on request in the Binom cabinet: Integrations → More integrations → Salesforce Service Cloud.
What Binom can do in Salesforce Service Cloud
Binom here means your AI employee. Once Salesforce Service Cloud is connected, it calls service actions when the conversation needs that data. You decide which actions it can use. In the cabinet, each action is marked: read (Binom only looks at the data), write, or delete (Binom changes or deletes data in Salesforce Service Cloud).
| Section | What Binom can view | What Binom can change |
|---|---|---|
| Cases | Cases, search, comments | Create, edit, comment |
| Knowledge base | Published articles, search | Article draft, edit, publish |
| Work orders | Work orders, search | Create and edit |
| Contracts and entitlements | Service contracts, service entitlements, SLA | Create and edit |
| Emails | Emails, templates | Create email |
Can a chatbot answer from the Salesforce knowledge base?
Yes. Binom searches published articles ("Search Knowledge Articles") and answers the customer based on their content.
Case and status
If there is no answer, Binom opens a case ("Create Case"), later reports its status ("Get Case"), and adds details with a comment ("Create Case Comment").
On-site work order
If a technician is needed, Binom creates a work order ("Create Work Order").
What access will be needed
Connection method: sign-in via OAuth 2.0 (you log in to your service account and confirm access). A External Client App in Salesforce is required. Details for each method are shown in the "Authentication" block on the Salesforce Service Cloud page in the cabinet.
How to get the Salesforce Service Cloud integration
Salesforce Service Cloud is connected on request: first, the Binom team sets up the integration for your account. General catalog rules are described in the instructions how to connect a service from "More integrations".
- Open Integrations → More integrations, enter "Salesforce Service Cloud" in the "Search integrations" field, and open the Salesforce Service Cloud card.
- On the "Salesforce Service Cloud integration for assistant" page, you will see the message "Integration is available on request. Request it now, and we will set it up for you as a priority." The assistant here is your Binom. The "Authentication" block shows which access will be needed, and the "Actions" list shows everything Binom can do in Salesforce Service Cloud.
- Click "Request integration". The message "Request sent. You will receive a notification when the integration becomes available." appears, and the button changes to "Requested".
- A Binom setup specialist will contact you. When the integration is ready, a "Connect" button will appear on the Salesforce Service Cloud page.
- Click "Connect", go through the steps in the "Connecting Salesforce Service Cloud" window, and click "Done". After "Connecting…", the status will change to "Connected". If "Confirmation has not arrived yet. The connection may still complete, so check again in a minute." appears, click "Check again".
How to choose what Binom can do in Salesforce Service Cloud
The connected integration does nothing until you allow actions. The account page says it plainly: "Select the actions the assistant can perform. Until you select something, it has no access to any of them."
- On the Salesforce Service Cloud page, check the actions you need in the "Actions" list. The "Filter actions" field helps you find them by name. The counter shows how many are selected.
- Check the "Ask before changing data" toggle. It is on by default: before any action that writes or deletes data, Binom will describe what it plans to do and wait for your reply.
- Click "Save". The message "Allowed actions saved" confirms your changes.
To get started, "Search Knowledge Articles", "Search Cases", "Create Case", and "Create Case Comment" are enough. Add the update and delete actions when you are ready to trust Binom with changes in Salesforce Service Cloud.
How to check that the integration works
- Start a new conversation with your Binom, for example through the public chat link, ask a question that has an article, and check the answer.
- Describe a test problem and check the case in Service Cloud.
Possible problems
Binom does not use Salesforce Service Cloud data in its answers
What to check: the Salesforce Service Cloud status is "Connected", and the needed actions are selected (for example "Search Cases").
What to do: select the actions and click "Save".
How to tell it's fixed: the message "Allowed actions saved" appears, and in a new conversation Binom answers using Salesforce Service Cloud data.
"Could not record the request. Please try again."
What to do: click "Request integration" again. If the message keeps appearing, write to support@binomai.com with the name of your Binom and the integration (Salesforce Service Cloud).
How to tell it's fixed: the button shows "Requested".
"Integration temporarily unavailable – your request has been recorded."
You don't need to do anything else: your request is saved, and you will receive a notification when Salesforce Service Cloud can be connected.
"Reconnect needed"
What this means: "The service no longer accepts saved access, so the assistant does not use it."
What to do: open the Salesforce Service Cloud page under More integrations, click "Reconnect", and go through the connection window again.
How to tell it's fixed: the status shows "Connected".
"Could not start the connection. Please try again."
What to do: click "Connect" again. If the message keeps appearing, write to support@binomai.com with the name of your Binom, the integration (Salesforce Service Cloud), and a screenshot of the message.
How to tell it's fixed: the "Connect Salesforce Service Cloud" window opens.
"Available on a paid plan" instead of the connect button
The page will show "Available on a paid plan. Tell us what you need, and we will let you know when it launches." For what each plan includes, see the subscription plans and pricing page, and for how to change your plan, see the guide how to change or upgrade your plan. After changing your plan, return to More integrations and open Salesforce Service Cloud again.
"You don't have permission to manage this section."
What this means: only users with the Owner or Admin access level can manage integrations.
What to do: ask the account owner to give you the Admin access level, or connect Salesforce Service Cloud yourself. More details: access levels for your team.
How to tell it's resolved: after you refresh the page, the integration settings open.
If the problem isn't resolved, email support@binomai.com or type "I want to talk to a person" in the chat with Binom Tutor. Include the name of your Binom, the integration, and attach a screenshot of the message.
How to disconnect Salesforce Service Cloud
On the Salesforce Service Cloud page, click "Disconnect". The "Disconnect Salesforce Service Cloud?" window will show a warning: "The assistant will lose access to the service. To restore it, you will need to reconnect the integration and enter the credentials again." Confirm, and "Integration disconnected" will appear.
Other common questions
Do I need a developer to integrate Salesforce Service Cloud?
No. You request Salesforce Service Cloud in Integrations → More integrations, the Binom team sets up the integration, and then you connect your account yourself and choose the actions.
What's next
Updated October 21, 2026
