The Salesforce app lets you automate repeatable actions within Freshservice and also helps you track accurate usage information for SaaS Management. Orchestration Orchestration apps give you the ability to automate several repeatable actions that span across a diverse set of systems by performing specific actions with Freshservice Workflows. With the Salesforce app you can perform actions for: - Get User Details with Email - Change User Profile - Deactivate User - Revoke PermissionSet and PermissionSetGroup Assignment https://support.freshservice.com/en/support/solutions/articles/50000010225 SaaS Management Freshservice’s integration with Salesforce for SaaS Management enables you to track and manage users using Salesforce directly within Freshservice. Integrating with Salesforce enables you to: Discover Salesforce CRM license compliance and Salesforce CRM users along with user level login based usage. You can take advantage of this usage information for license harvesting. This integration requires the SaaS Management Add-on. More details can be found here: https://support.freshservice.com/en/support/solutions/articles/50000003270

View detailed instructions to set up the integration here: https://support.freshservice.com/en/support/solutions/articles/50000010225 Prerequisites The Salesforce account that you use to connect the integration requires a Salesforce user license and the following user access permissions. Permissions required for Discovery and reclamation - API Enabled (Enables access to Salesforce APIs.) - View Setup and Configuration (Allows you to view Setup pages. When you enable this permission, Salesforce automatically enables the View Roles and Role Hierarchy permission.) Permissions required for only reclamation - Manage Internal Users (Allows you to create and modify internal users.) Step-by-Step Procedure To integrate Salesforce with Freshservice using a REST-based API, you need to create a connected app in Salesforce. This guide provides step-by-step instructions for configuring the connected app and enabling OAuth 2.0 for secure communication between both platforms. Note: Salesforce Role Required - Admin access in Salesforce. 1. Log in to your Salesforce account using your admin credentials. 2. After logging in, switch to Salesforce Classic mode for easier navigation. 3. In the top-right corner, click on your name and select Setup. 4. In the left-hand navigation menu, select Build > Create > Apps. 5. Scroll down to the Connected Apps section and click on New to create a new app. 6. Fill in the Connected App Fields - Connected App Name(Name of your application.) - API Name (This field is automatically populated.) - Contact Email (The email address that you want to associate with the application.) - Enable OAuth Setting (Select Option to enable OAuth settings.) - Callback URL (Enter https://instance.freshservice.com/, where <instance> is the name of your Freshservice instance.) - Selected OAuth Scopes (OAuth scopes that determine the amount of access that is granted to an access token. The following values are required:) - Scope Requied are a. Full access (full) b. Perform requests at any time (refresh_token, offline_access) - Custom Connected App Handler (Run As: <Select a user with pre-requisite permissions>) - Enable Client Credentials Flow (Select the checkbox) 7. Click Save to finalize your connected app configuration. 8. After saving, Salesforce will generate a Consumer Key (client ID) and Consumer Secret (client secret). Copy these credentials for use in configuring the Salesforce integration in Freshservice. Configure Salesforce CRM Profile in Freshservice 1. Log in to Freshservice: Log in to your Freshservice account as an admin. 2. Navigate to Global Settings > SaaS Management 3. Scroll down and select Salesforce from the list of available integrations 4. Install the Salesforce App and configure: Use the Consumer Key and Consumer Secret from the connected app you created in Salesforce.