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Setup time: 5 Min
Effortlessly connect Salesforce with All Quiet for streamlined incident management.
The first part of this documentation focuses on creating the integration. The second explains how to create Salesforce cases based on All Quiet incidents (Outbound). Want to create new incidents from Salesforce (Inbound)? Follow the third part of this guideline. This way, you can seamlessly alert your development team about urgent Salesforce cases.

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Create Integration

  1. Click on the Outbound Integrations tab.
  2. Click on + Create.
  1. Enter a Display Name for your integration, e.g. “Salesforce”.
  2. Select a Root Team.
    For Organizations with Pro and Enterprise plan: This is going to be the root team of your integration. You will be able to add additional teams in the next step.
  3. Select Salesforce as the integration’s type.
  4. Forwarding settings:
    1. Default: Always After Forwarding - Salesforce cases will only be created if users manually forward specific incidents or if you set up advanced routing rules for your Salesforce integration that automatically forward incidents in specific scenarios.
    2. Alternative: Always will automatically forward all incidents to Salesforce and create cases, unless excluded by additional advanced routing rules.
      You can change your selection anytime.
  5. Click Create Outbound Integration.

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Add All Quiet to Your Salesforce Org

Once you’ve successfully created your new outbound integration, you’ll automatically be redirected to its Settings page. Observe that the installation status of the All Quiet integration is still pending. To complete the integration with Salesforce, we first need to install the All Quiet package in your Salesforce org. Click Install All Quiet package. You will be redirected to Salesforce, where you’ll have to login first. Next, yu need to install the All Quiet package. Select Install for All Users and Click Install.
If you don’t have the necessary permissions, reach ouut to one of your salesforce admins
In the popup, you need to confirm the installation and approve third party permissions for All Quiet (allquiet.app or allquiet.eu, based on your All Quiet URL). After seeing that the installations was successful, navigate back to the All Quiet integration > Salesforce settings page in All Quiet. Now, it’s time to connect All Quiet to your Salesforce org. In this step, we’ll verify the previous package installation. Click Add to Salesforce to continue. You’re forwarded to Salesforce. If logged in, you see the following screen. Click Allow to connect All Quiet and Salesforce and to grant All Quiet the necessary permissions to your Salesforce org.

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Configure Outbound Integration

You’re forwarded to All Quiet, again. You should see that the connection was successful. This means that the package was installed, that the necessary permissions were granted and that the webhook configuration was created (the webhoook is generated automatically).
Multiple installations are possible. You can add multiple All Quiet integrations to your Salesforce org. However, they all share the same webhook configuration. This means that all All Quiet incidents will be created in the same Salesforce queue.
In the Edit tab, you can change general settings like the integration’s Forwarding settings. You can also enable Anonymize Outbound Logs (disabled by default). When enabled, activity log entries for this integration are stored without descriptions, external identifiers, error details, and payload data. Only operational metadata such as operation, outcome, and HTTP status is kept.
Only for Pro and Enterprise plan - Manage your Team Connections: The root team is pre-selected, and you can add the integration to further teams within the root team’s organization. Team Administrators can add / remove those teams they are an Administrator in, Organization Administrators & Organization Owners can manage the connections to all teams of the organization.
Now that the connection was successful, you can configure the integration.
  1. You can select the record type new Salesforce cases should be created with from All Quiet incidents.
  2. Assignees stay in sync between All Quiet incidents and Salesforce cases by matching email address. When an incident is assigned in All Quiet, All Quiet looks up the Salesforce user with the same email and sets them as the case assignee (and the other way around when the case assignee changes in Salesforce). If no matching assignee or creator is found in Salesforce, you can select a fallback via the Case queue field.
You can select how All Quiet incident states should be synced to Salesforce cases.
  1. Initial case status: Select the Salesforce case status you want to set for new cases created from All Quiet incidents.
  2. Case priority: The priority a new Salesforce case is created with. If left empty, Salesforce uses the default priority of the selected record type’s support process.
  3. Add a Case origin: Select the Salesforce case origin you want to set for new cases created from All Quiet incidents.
  4. Select if the Case Status should be updated if an All Quiet incident is resolved. Per default, we don’t update the case status if an incident is resolved.
  5. Select if the Case Status should be updated if an All Quiet incident is reopened. Per default, we don’t update the case status if an incident is reopened.
You can select how Salesforce case states should be synced to All Quiet incidents.
  1. Case statuses that resolve an incident: Select the Salesforce case statuses that should resolve an incident in All Quiet.
  2. Case statuses that reopen an incident: Select the Salesforce case statuses that should reopen an incident in All Quiet.
  3. When Salesforce case is deleted: Select what should happen to an All Quiet incident if the Salesforce case is deleted.
If you decide to save & stop here, your Salesforce Outbound Integration with All Quiet is ready to go. Depending on your setup, All Quiet incidents will now automatically create cases in Salesforce or can be forwarded manually to your Salesforce org. The statuses will be synced based on your selection.

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Create All Quiet Incidents From Salesforce

This feature is basically the Salesforce Inbound Integration. You can create All Quiet incidents from Salesforce cases. Here’s how it works:
If you use both inbound and outbound, avoid creating multiple Salesforce inbound integrations that point to the same Salesforce org/queue. Otherwise, an outbound-created case can trigger another inbound integration and accidentally create duplicate incidents or loops. We recommend using only one inbound integration per Salesforce org/queue.
For Pro and Enterprise plan users: No matter which teams you added in Team Connections when setting up the outbound integration, all All Quiet incidents will always be created in the integration’s root team.
On your Salesforce Outbound integration’s details page in All Quiet, scroll below section Create Incidents From Salesforce To create Incidents from Salesforce activate Enable Incident Creation and / or Enable Incident Creation on Update. Otherwise, Salesforce Cases will not create new All Quiet incidents at all.
  1. Enable on new case: All Quiet incidents will be created when creating a Salesforce case matching the criteria below.
  2. Enable on case update: All Quiet incidents will be created when updating an existing Salesforce case to match the criteria below.
  3. You can select if only Salesforce Cases that are created in / updated to a certain status will create an All Quiet incident. If omitted, incidents will be created no matter of the status.
  4. You can select if Salesforce Cases that are created with / updated to a certain status will create resolved All Quiet incidents. If omitted, incidents will always be created in Open state.
  5. You can select if only Salesforce Cases that are created with / updated to a certain priority will create an All Quiet incident. If omitted, incidents will be created no matter the priority.
  6. Optionally you can only create incidents for cases that have a certain record type. If omitted, incidents will be created for all record types.
  7. Make sure to Save your settings.

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Troubleshooting

Team Administrators, Organization Administrators, and Organization Owners can troubleshoot this integration using the History tab (Outbound History) on the integration details page. See Outbound History for what is logged, who can access it, and how to read outcomes. For broader checks when outbound tools do not fire, see Outbound integrations — Troubleshooting and advanced routing.