Salesforce Integration Guide

Overview

The Knock-Salesforce integration helps your team work more efficiently by connecting Knock’s lead engagement data with Salesforce. With this integration, you can easily keep your workflows aligned and ensure all your Knock leads are automatically synced with Salesforce.

Here’s what the integration allows you to do:

🔹 Sync Lead Information Automatically: Send lead details and conversations from Knock to Salesforce without any manual effort.

🔹 View Conversation History: Access all your lead’s Knock conversations directly in Salesforce for easy tracking.

🔹 Track Intent Signals: See first-party intent signals for each contact to understand their level of interest.

🔹 Keep Profiles Updated: Ensure Salesforce contact profiles are always current with real-time updates from Knock.

🔹 Use Knock Data in Workflows: Trigger Salesforce workflows using data from Knock.

🔹 Focus on High-Priority Leads: Use intent scores to prioritize the leads most likely to convert.

🔹 Collaborate in Slack: Quickly view your lead’s Salesforce profile in Slack for instant insights.

90 seconds video tutorial

🌱 Automatically create contacts / accounts in Salesforce

By default, Knock does not create accounts or contacts in Salesforce automatically.

You can adjust this setting in the Knock app within Slack.

If you choose to allow Knock to automatically create contacts in Salesforce, here's how the workflow operates:

• Knock will create new contacts when a sales representative decides to respond to a lead's message sent via Knock (when the conversation status changes to "In Discovery").
• Contacts rejected by the sales team will not be created in Salesforce.

💡 View Knock Insights in your Contact page

Add Knock unique actionable insights to your contact and account page, including first-party intent signals and Slack chat transcripts.

Step 1: Install the Knock Insights Package

 View Knock insights, like intent signals and Slack chat transcripts, directly on the Contact page.

• Access Salesforce Package installer: Link
• Select: Install for All Users
• Select checkbox: grant access to this 3rd party web sites

Step 2: Add Knock Insights to Lighting Page

1. Navigate to Object Manager in Salesforce.
2. Select Contacts from the list of objects.
3. Click on Lightning Record Pages in the sidebar.
4. Click New to create a new Lightning record page.
5. Choose the Record Page option and click Done.
6. Assign a label to your new record page (e.g., "Contact Insights Page").
7. Select the object Contact to associate it with this page.
8. Drag the ContactIntentSignals component to the desired location on the Contact page layout.
9. Drag the KnockConversations component to the appropriate location on the same page layout.

Do the same for Account Object.

☘️ Trigger Workflows Using Knock Data

Leverage Knock data to automate workflows and enhance lead segmentation in Salesforce. Use Knock lead statuses to streamline actions and manage communication more effectively.

Suggested Workflows:

• Identify Lead Source:

When the Knock Created field is marked "Yes", the lead originated from Knock. Set up a workflow to automatically update your ‘Lead Source’ field to Knock.

• Track Connected Leads:

When Knock facilitates the connection between the lead and a sales rep (active conversation), the Knock Connected field will be "Yes." Use this to track leads where the conversation started via Knock.

• Handle Unqualified Leads:

If Knock Status for a lead is set to "Rejected," create a workflow to update the lead status in Salesforce as "Rejected" \ “Unqualified”.

• Manage Engaged Leads:

When a lead has an ongoing conversation with a sales rep via Knock, and the Knock Status is "In Discovery" update the lead status to "Engaged" or "Connected."

• Follow-Up on Unresponsive Leads:

If a lead stops responding to a Knock conversation for more than 24 hours, Knock will change the Knock Status to "Follow Up." Trigger a workflow to ensure timely follow-up actions.

• Assign Relevant Sales Rep:

Knock automatically updates the Knock Rep Owner field based on the sales rep who owns the chat. Additionally, the Responding Rep field will be updated to reflect the rep who actually engaged in the chat. Use this information to create a workflow that assigns the appropriate sales owner to the lead.

🌿 Display Salesforce Data in Knock Notifications and Dashboard

Knock seamlessly extracts relevant data from Salesforce to enhance lead qualification and routing, ensuring leads are assigned to the right representative. This integration also provides valuable insights into Knock’s business impact, displayed directly in the Knock dashboard.