Skip to main content
This topic describes the most common usage scenarios for the Salesforce connector.

​
Search experience (Sales Cloud and Service Cloud)

Once configured, Salesforce content appears in Glean Search alongside results from your other connectors. Key behaviors:
  • Users can filter by the Salesforce app (e.g., “app:Salesforce”) to focus on Salesforce results.
  • Within Salesforce, results can reflect different objects and experiences (e.g., Accounts, Opportunities, Cases, Knowledge); Glean may label some results as Sales Cloud or Service Cloud, based on the underlying object and configuration.
  • Fields configured as facets (e.g., status, stage, region) can be used as filters in the search UI, enabling queries like “open cases for Acme in the last 30 days” or “opportunities in stage Negotiation closing this quarter.”

​
Glean Assistant and Salesforce actions

Glean Assistant can answer natural‑language questions grounded in Salesforce data, for example:
  • “Show the top 10 opportunities closing this quarter by amount, with owner and stage.”
  • “List escalated cases for Contoso created this week, with subject, status, and owner.”
To support these, Glean provides Salesforce Actions, including:
  • Search Salesforce – query Salesforce using user‑level OAuth context.
  • Search Salesforce with SOQL – translate natural‑language questions into SOQL, execute queries, and use results as grounding for answers.
These actions:
  • Are configured by admins in Admin → Actions (or the Actions step in the Salesforce data source setup flow).
  • Typically require users to authorize Salesforce for actions via OAuth, which is separate from the connector’s service account authorization.
Because Assistant uses both Glean’s connector‑mirrored permissions and per‑user OAuth where applicable, answers are record‑level permission‑aware—users do not see records they cannot see in Salesforce.

​
Glean Agents and workflows

Glean Agents can orchestrate Salesforce actions as part of multi‑step workflows, for example:
  • Pipeline hygiene agents that:
    • Fetch opportunities meeting certain conditions (e.g., stale, high‑value).
    • Propose updates (e.g., stages, forecast categories) based on activity across tools.
    • Optionally update Salesforce Opportunities via write actions after human review.
  • Support triage agents that:
    • Take a case description as input.
    • Retrieve similar historical cases and relevant Knowledge articles from Salesforce.
    • Combine them with context from other systems (Slack, Confluence) to suggest next steps.
Admins can control which actions are available to which agents and who can configure or invoke write actions via action‑level RBAC in Glean.

​
Embedded in Salesforce

Glean can be embedded inside Salesforce Service Cloud so that when agents open a Case, they see a Glean panel suggesting relevant Knowledge articles, similar historical cases, and cross‑tool context (e.g., Slack threads, internal docs) without leaving Salesforce.