Solidroad + Salesforce Service Cloud Integration Guide

Last updated: July 17, 2026

Automatically evaluate your Salesforce Service Cloud cases using Solidroad's scorecards. This guide walks you through connecting Service Cloud, then running quality assurance (QA) on your support cases at scale.

Before you start: You'll need a Salesforce administrator account to authorise the connection, and a Solidroad user role with permission to manage integrations.

What the Salesforce Service Cloud integration does

The Service Cloud integration pulls your customer support cases (including the associated emails, chats, and case comments) directly into Solidroad, where they can be scored automatically against your customised scorecards.

You can build scorecards to evaluate:

  • Soft skills, such as empathy, tone, and rapport

  • Technical accuracy

  • Process adherence

  • Any other team-specific criteria

Because you can run bulk evaluations, you can score hundreds or thousands of cases in a single session — surfacing performance insights, coaching opportunities, and trends across your whole team.

Step 1: Turn on the Salesforce Service Cloud integration

Enable Service Cloud from within Solidroad so it can request access to your case data.

What to do:

  1. Log in to Solidroad.

  2. Go to the Integrations tab in the bottom-left corner of the main navigation.

  3. Find Salesforce Service Cloud and toggle it on.

Step 2: Authorise the connection

Approve Solidroad's access to your Salesforce data.

What to do:

  1. When the access prompt appears, review the data being requested and continue.

  2. You'll be redirected to Salesforce — sign in with an admin account and approve the integration.

  3. You'll return to Solidroad, where the toggle now shows as active, confirming the connection is complete.

Why it matters: Authorising with an admin account gives Solidroad read access to the cases you want to score. Without it, no cases will be available in your evaluations.

How to run QA on Salesforce cases

Solidroad scores Service Cloud support cases and their linked conversations.

Step 3: Start a new bulk evaluation

Create the evaluation that will pull in and score your cases.

What to do:

  1. Go to the Quality tab in Solidroad.

  2. Click Create Evaluation.

  3. Enter a name for your evaluation.

  4. Confirm that Salesforce Service Cloud is selected as the source — it may be preselected by default.

Step 4: Choose a scorecard

Decide which criteria the cases will be measured against.

What to do:

  1. Select an existing scorecard, or create a new one.

Step 5: Filter your cases

Narrow down which cases are included in the evaluation.

What to do:

  1. Define your filter conditions — for example date range, queue, record type, or status.

  2. Optionally, use custom attributes (such as priority, origin, or tag) to refine the set further.

Step 6: Select the agent and analyse

Tell Solidroad which agent to score, then run the evaluation.

What to do:

  1. On the final step, specify which agent (case owner) should be scored when multiple people worked a single case.

  2. Click Analyze. Processing may take a few moments depending on the volume of cases.

Reviewing evaluation results

Once the evaluation completes, you'll see a three-panel layout:

  • The left panel lists every case included in the evaluation.

  • The middle panel shows the full case — emails, chats, case comments, and recorded activity.

  • The right panel shows the auto QA results: the overall score, breakdowns by scorecard section, first response time, handling time, and suggested improvements with specific examples.

Troubleshooting

  • No Service Cloud toggle in the Integrations tab? Confirm your Solidroad user role has integration permissions.

  • Authorisation failed? Make sure you're logged into the correct Salesforce admin account and that API access is enabled for your org.

  • No cases appearing? Review your filters and conditions — widen the date range or loosen filters so they match your current Salesforce data.

Now that Salesforce Service Cloud is connected, you can score cases in bulk, track performance, and turn insights into coaching.

If you have any further questions or need assistance, please refer to our support resources or contact the Solidroad team via the Get Help tab within the platform.