New Salesforce Service Cloud extension for Aha! Develop

Connect Aha! Develop with Salesforce Service Cloud.

April 21, 2022

New Salesforce Service Cloud extension for Aha! Develop

by Jeff Tucker

Customer support (CS) and engineering teams typically work in different tools. But CS still needs a way to escalate thorny issues to development — without duplicating information or wasting time. Now you can streamline handoffs by bringing support cases from Salesforce Service Cloud into Aha! Develop.

Use the new extension to send escalated tickets directly to your backlog, sprint, or workflow board in Aha! Develop — so you can resolve issues faster and keep customers happy.

The beauty of the Salesforce Service Cloud extension is that CS and engineering can stick to their tools of choice. CS can tag cases for engineering in Salesforce and engineering can review them in Aha! Develop. This makes it possible to manage support cases right alongside the rest of the team's engineering work. It is very similar to how our Zendesk extension works.

To get started, an account administrator can install the Salesforce Service Cloud extension and supply the subdomain for your Salesforce account. Once enabled, select from a list of saved searches to browse those cases. For example, if CS tags cases as “escalated" for engineering, create a saved search in Salesforce for those tickets.

Now you can review every case that has been tagged for engineering and drag and drop them onto your backlog, sprint, or workflow board as user stories. Each user story will automatically include the case title, description, and a direct link to the original case in Salesforce.

Let's take a closer look at what you can do:

Bring support escalations into Aha! Develop

Create a process that supports speedy responses to customer problems. Monitor new support cases as they come in by keeping the Salesforce importer open in the left sidebar of Aha! Develop. In the example below, we drag a new case onto the workflow board and get right to work. Click the link to open the original case in Salesforce Service Cloud and provide status updates. This keeps the support team informed so they can communicate with customers.

Updates to cases are a one-way sync from Salesforce Service Cloud to Aha! Develop.

Spend less time managing escalated customer issues and more time resolving them.

Install the Salesforce Service Cloud (or Zendesk) extension and enjoy streamlined support escalations. And let us know if your team uses a different support tool. We are always adding new extensions to our open source library so you can connect Aha! Develop with the rest of your tools.

Sign up for a free trial of Aha! Develop

Aha! Develop is a fully extendable agile development tool. Prioritize the backlog, estimate work, and plan sprints. If you are interested in an integrated product development approach, use Aha! Roadmaps and Aha! Develop together. Sign up for a free 30-day trial or join a live demo to see why more than 600,000 product builders from companies of all sizes trust our software to build lovable products and be happy doing it.

Aha! is a trademark of Aha! Labs Inc. All other company and product names may be trademarks of the respective companies with which they are associated.

Jeff Tucker

Jeff Tucker

Jeff is passionate about promoting customer empathy throughout product and engineering teams. He is a senior product manager at Aha! — the world’s #1 product development software. Jeff has more than 10 years of experience across product, design, and engineering roles. Previously, he managed products at developer tool and cybersecurity startups.

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