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Remark supports two Salesforce integration paths:
  • Salesforce CRM lets agents create Salesforce cases and add comments to existing open cases.
  • Salesforce Commerce Cloud lets Remark sync product catalog data from your SFCC storefront.
You can use either integration on its own. Salesforce CRM is connected in the Dashboard. Salesforce Commerce Cloud setup is coordinated with Remark because it requires Salesforce Account Manager, Business Manager, and SLAS access.

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Salesforce CRM

Use the Salesforce CRM integration when your team wants agents to create Salesforce support cases or add comments to existing open cases from shopper conversations.

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Before you start

You need:
  • Access to Settings > Integrations in the Remark Dashboard
  • An existing Salesforce connected app that permits username-password OAuth
  • A Salesforce org with API access and an integration user with API Enabled permission
  • Permission for that user to query Case, create Case records, and create CaseComment records
  • The Salesforce instance domain, connected app credentials, integration user credentials, and security token
Ask your Salesforce administrator to confirm org and user API access. A valid username and password alone do not grant access to the REST API or case records.
Remark currently uses Salesforce’s username-password OAuth flow. Salesforce restricts new connected app creation, and external client apps do not support this flow. If you do not have a compatible connected app, contact support@remark.ai before proceeding. Do not substitute external client app credentials or weaken your org’s security policies.

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Connect Salesforce CRM

  1. Open Settings > Integrations in the Remark Dashboard.
  2. Find Salesforce.
  3. Select Connect.
  4. Enter the Salesforce instance URL, such as yourcompany.my.salesforce.com, without https:// or a path.
  5. Enter the connected app Consumer Key (Client ID) and Consumer Secret (Client Secret).
  6. Enter the integration user’s Username, Password, and Security Token.
  7. Select Connect.
Remark tests the credentials and checks that the integration user can query the Salesforce Case object before saving the integration.

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Salesforce CRM fields

Enter Password and Security Token separately; Remark combines them when authenticating. Follow Salesforce’s security token instructions if the reset option is unavailable. Resetting the token also affects other integrations that use it.

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Add Salesforce actions to an intent

After Salesforce CRM is connected, add Salesforce actions to the relevant intent. For example, a support handoff intent can tell the agent when to create a Salesforce case, what shopper details to collect, and when to add a comment to an existing open case. Ask Remark can also create and update intents from the Dashboard. If you ask it to set up a Salesforce support flow, review the intent criteria, instructions, and selected Salesforce actions before enabling it for live conversations.

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Supported Salesforce CRM actions

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Create a Salesforce case

Agents can create a Salesforce case when the conversation includes:
  • Shopper name
  • Shopper email
  • Case subject
  • Case description
Remark sends Salesforce the shopper name, shopper email, subject, description, and Origin: Remark. In live conversations, Remark also includes a Dashboard conversation URL and transcript context when available. In the playground, Remark verifies that Salesforce credentials work but does not create a case.

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Add a comment to a Salesforce case

Agents can add a comment to an existing open Salesforce case when the conversation includes:
  • Shopper email
  • Shopper last name
  • Comment text
  • Whether the comment should be public or private, if your team wants to specify that
Remark looks for open Salesforce cases where SuppliedEmail matches the shopper email and SuppliedName contains the shopper last name. If multiple open cases match, Remark comments on the most recent one. If public/private is not specified, Remark sends the comment as public. In the playground, Remark can look up the matching open case but does not add the comment.

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Salesforce CRM troubleshooting

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Authentication fails

Check the connected app Consumer Key and Consumer Secret, the integration user’s username and password, and the user’s Salesforce security token. If the user recently reset their password, reset the security token. Then open More options on the Salesforce integration in Remark, select Manage connection, and enter the new password and token.

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Salesforce cannot be reached

Confirm that the instance URL is the Salesforce domain only, such as yourcompany.my.salesforce.com. Do not include https://, /services, or other path segments.

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Case access check fails

The integration user must be able to query the Case object. Review the user’s profile, permission sets, object permissions, and field-level access.

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Case creation or comment creation fails

Check Salesforce validation rules, required fields, record type requirements, and permissions for Case and CaseComment. If your Salesforce org requires fields that Remark does not send, contact support@remark.ai so we can confirm the best setup path.

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No open case is found for a comment

Remark matches open cases by SuppliedEmail and the shopper’s last name in SuppliedName. Confirm the case is still open and that those fields match the shopper details used in the conversation.

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Salesforce Commerce Cloud

Use the Salesforce Commerce Cloud integration when Remark should sync product catalog data from SFCC. This is separate from Salesforce CRM case actions. SFCC sync writes into the same Remark product catalog used by agents. If your team is sending product data by API or SFTP instead, use the Product Import guide.

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What Remark syncs from SFCC

Remark reads product IDs through SCAPI Admin APIs, then reads shopper-facing product details through Shopper APIs. Remark can sync:
  • Product names, descriptions, URLs, and images
  • Master products and variants
  • Variant names, SKUs, and pricing
  • Inventory data when inventory sync is enabled
  • Product metadata that maps to supported Remark product fields
Remark uses Shopper API access for storefront product details and pricing because pricing is not always available through Admin APIs alone.

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SFCC setup requirements

Remark needs:
  • An API client configured for SCAPI Admin APIs
  • Admin API client ID and secret
  • A private SLAS client ID and secret for Shopper APIs
  • SHORT_CODE
  • ORGANIZATION_ID
  • siteId
  • realmId
  • instanceId
  • An administrator who can create API clients in Account Manager and configure SLAS access for the required instances
Share credentials through a secure channel. Do not send secrets in plaintext email.

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Create an API client for SCAPI Admin APIs

Follow Salesforce’s official instructions for creating an API client in Account Manager. Only the Create an API Client step is needed for this part of the setup.

Authorization for SCAPI Admin APIs

Salesforce’s official guide for creating an API client in Account Manager.
Add sfcc.products to Allowed Scopes for Remark’s product sync. See Salesforce’s scope catalog. Remark does not use the Admin order, promotion, or inventory APIs for this sync. Keep the Salesforce Commerce API role restricted to the instances Remark needs to access, and use the token settings in Salesforce’s guide.

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Share SFCC instance values

Remark needs the values used to build SFCC API requests: SHORT_CODE, ORGANIZATION_ID, siteId, realmId, and instanceId.

Where to find SFCC instance values

Salesforce’s guide explains the API hostname, organization ID, realm ID, and instance ID.

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Create Business Manager accounts

If Remark needs Business Manager access to help configure or troubleshoot the integration, confirm the required accounts and permissions with your Remark contact. Human administrator accounts are separate from the API client credentials used for product sync.

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Grant SLAS Organization Administrator access

The person creating the Shopper API client needs the SLAS Organization Administrator role, filtered to the relevant instance. This role manages SLAS clients; it is not a replacement for the Shopper API client ID and secret. Follow Salesforce’s guide to create a private SLAS client and save its generated secret. Grant sfcc.shopper-products for product details. Do not add shopper scopes to the Account Manager Admin client. Confirm the site and shopper channel with Remark before going live.

Authorization for Shopper APIs

Salesforce’s guide to assigning SLAS roles and creating private clients.

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SFCC troubleshooting

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Admin API authentication fails

Check the Admin API client ID and secret, the SCAPI scopes, realmId, and instanceId. Authentication failures usually mean the API client is missing the required scopes or is tied to the wrong realm or instance.

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Shopper API access fails

Check the Shopper API client ID and secret, SHORT_CODE, ORGANIZATION_ID, siteId, and SLAS access. If product details or pricing are missing, confirm the products are available to the site and shopper channel Remark is using.

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Products are missing after sync

Confirm the products are active and visible in the SFCC site catalog, not only present in a master catalog. Remark imports only products that return a price from the Shopper API for the configured site. Also check that variant products have shopper-facing details and that the site has the expected price books and inventory configuration.

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Images or product URLs look wrong

Remark uses SFCC product image groups and product URL data when available. If SFCC does not return a storefront URL, Remark falls back to a product URL based on the storefront domain and product ID.

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Inventory or pricing is missing

Inventory sync depends on SFCC inventory data being available for the product variants. Pricing depends on Shopper API product details for the configured site. If prices appear in Business Manager but not in Remark, check site, currency, price book, and shopper-channel configuration.

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Need help?

Contact support@remark.ai with questions about Salesforce CRM setup, Salesforce Commerce Cloud setup, or Salesforce product catalog sync.