Overview
MaestroQA provides an easy to use, out of the box API integration with Salesforce. In the MaestroQA dashboard, you can one-click integrate with Salesforce and start syncing in Cases immediately (and optionally Tasks or other tables) and begin customizing your integration.
We support integrating Salesforce and MaestroQA by creating an API only service account in Salesforce that has Read and View All access to objects and users related to case management and QA. These objects are:
Attachment
Case
CaseComment
CaseFeed
CaseHistory
ChatTranscript
Contact
ConversationEntry
EmailMessage
RecordType
Task
User
The credentials for this API only service account are then entered in MaestroQA through a one-click integration. Technically, the integration can be facilitated through any Salesforce user account with proper access, but we recommend creating the API only service account to avoid broken integrations due to resetting passwords, users leaving the company, etc.
We sync data using Salesforce’s SOQL API, by default every hour.
If you have more complex needs, see the options below or contact us for more details on your options. Please see information on security and compliance below.
NOTE: If you attempt to integrate and receive an error, please confirm the user / service account you used to integrate has access to the objects above.
* Please see the ‘Data access permission’ bullet point for more info about setting up a service account’s permissions.
Customization Options
We support syncing any object fields linked to a Case, Task or User object into MaestroQA so that you can have all the data you need for QA. These can be configured within MaestroQA and we support custom formatting and transforms on these fields.
If you need additional objects to be turned into tickets in MaestroQA beyond the default Tasks and Cases, we can potentially configure these as well. Reach out to your MaestroQA representative to confirm.
Blackout windows can be configured if you only want to only sync data at certain times to protect API rate limits
Data access permission is controlled via the Salesforce permission sets of the oauth user. In this way you can ensure you’re only sharing the data you want into Maestro. This includes row and field level restrictions. We will need these permissions:
Read access to the tables you need to sync into Maestro. For most customers this includes: Attachment, Case, CaseComment, CaseFeed, CaseHistory, ChatTranscript, Contact, EmailMessage, RecordType, Task, User & any custom objects that are relevant.
Some customers grant the oauth-ing user account with the PermissionsViewAllData permission to simplify this.
We by default keep the last 30 days of Tickets in Maestro, this can also be adjusted as needed.
Technical Security Details
MaestroQA is hosted in Amazon Web Services (AWS), all data processing and storage will occur within AWS.
We recommend creating a service account in Salesforce for MaestroQA, then using that account to integrate so the permissions can be appropriately scoped without affecting any other users. This also prevents disruption if the authenticating user changes role or permissions.
We utilize encryption at rest (AES256) and in transit (TLS 1.2) for all customer data.
We are SOC2 Type 2 and ISO27001 certified for security, confidentiality and privacy and undergo regular third party security, compliance, and configuration audits including white box penetration testing.
We are GDPR - EU/UK and CPRA/CCPA compliant and offer manual and API based GDPR/CCPA data request tools to help customers support their GDPR/CCPA requirements.
More details on security policies available upon request.