Solidroad + Salesforce Service Cloud Integration Guide

Last updated: September 15, 2026

Connect your Salesforce Knowledge Base to Solidroad so your scorecards and simulations can draw on your own, up-to-date content. This guide walks you through connecting Salesforce and choosing what Solidroad can access.

You'll need a Salesforce administrator account to authorize the connection, and a Solidroad user role with admin permissions to manage integrations.

What the Salesforce Service Cloud integration does

The Service Cloud integration pulls your knowledge base articles directly into Solidroad, where they can be leveraged in training simulations and scorecards.

You can build training simulations and scorecards to evaluate:

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

  • Technical accuracy

  • Process adherence

  • Any other team-specific criteria

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: Authorize the connection

Approve Solidroad's access to your Salesforce data.

  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.

Solidroad can only read the pages you explicitly share. Grant access to the knowledge you want reflected in scoring and simulations within the processes library and leave any sensitive pages unshared.

Once your Salesforce integration is live, the next step is to create/import the Knowledge Base articles into Processes and add them to scorecards!

Troubleshooting

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

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

If you have any further questions, contact the Solidroad team via the Help tab in the platform.