Introduction | Yext Hitchhikers Platform


Salesforce Service Cloud is a customer relationship management (CRM) platform for customer service and support, built on Salesforce Customer 360. With Service Cloud, you can automate service processes, streamline workflows, and surface key articles, topics, and experts to transform the agent experience. Connecting one-to-one with every customer, across multiple channels and on any device, was never easier.

The Salesforce Service Cloud for Reviews app enables you to optimize your customer support by automatically generating Service Cloud Cases based on the reviews that you receive in Yext. Now your team can conveniently monitor both support requests and reviews in the same platform and be notified whenever a review matches the criteria you have configured. Furthermore, businesses using Yext Review Response can also respond to reviews directly from within Service Cloud!

Once configured, the Salesforce Service Cloud for Reviews App can:

  • Automatically create a new case in Salesforce Service Cloud for each new review in Yext that fits the configured workflows.
  • Populate case fields in Salesforce with information related to the review including the name and email of the reviewer and information about the associated location being reviewed.
  • Empower an agent to send a review response in Yext by creating a case comment directly in Salesforce Service Cloud.
  • Send updates to the corresponding case each time a review is updated, deleted or responded to.

This guide will walk you through the steps to install and configure the Salesforce Service Cloud for Reviews App with Yext.