Salesforce contains hundreds of fields per object, and custom fields can be added at any time. iService handles mapping to these fields through two categories of properties:

Default iService Properties

These are standard account, contact, and case fields that exist in every iService tenant inside a hidden global segment:

- Account Name

- First Name

- Last Name

- Email

- Phone

- Address  

- etc.

These properties are predefined in every iService database. Because these are predefined, iService automatically identifies the existing iService property when you select the Salesforce field for mapping and no new properties are created in iService. These values appear in the contact and account information section of Customer Information pages.

Salesforce-Created Properties

When you select a Salesforce field that does not correspond to a default iService property, iService automatically creates a new property inside a hidden global segment named Salesforce. This property uses the same value type (text, date, etc.) as the Salesforce field and is shared with agents in all segments.

This design ensures:

- The property cannot be modified or deleted by agents

- The integration remains stable even if users change segment-level configurations

- Future Salesforce field additions can be mapped without schema changes

- Only superusers can access or modify the hidden Salesforce segment

Use the Manage Salesforce Mappings page to define how individual Salesforce fields synchronize with iService. Each mapping determines which fields are monitored for change, how updates propagate, and whether the sync flows inbound, outbound, or bidirectionally.

Follow the steps below to add a new mapping for an Account, Contact, or Case object.

1. Click the Add Mapping Button

Select the appropriate tab (Account, Contact, or Case) and click + Add Mapping. This opens a new row in the mappings table where you can define the Salesforce field, the corresponding iService property, and the sync direction.

2. Select the Salesforce Field

Open the Salesforce Property Name dropdown and choose the Salesforce field you want to map. The dropdown lists all available fields for the selected Salesforce object.

If the field corresponds to a standard iService property (e.g., First Name, Email), iService automatically links it to the existing property in the global default segment. If the field does not correspond to a default iService property, iService automatically creates a new property in the Salesforce hidden segment, ensuring the property cannot be modified or deleted by agents and remains stable for future sync operations.

These Salesforce segment properties also appear to agents on the Customer Info page in a dedicated Salesforce section directly below the standard Contact Information block.

3. Choose the Sync Direction

Use the Sync Direction dropdown to specify how data should flow between systems:

•Inbound (Salesforce → iService) - iService updates when the Salesforce field changes. Local changes in iService do not trigger outbound updates.

•Outbound(iService → Salesforce) - Salesforce updates when the iService property changes. Inbound changes from Salesforce are ignored.

•Bidirectional - Changes in either system update the other. (Note: Sync events are only generated when the direction allows outbound updates.)

This setting controls whether a field participates in inbound sync, outbound sync, or both. For example, if First Name is configured as inbound‑only, changes made in iService must not generate outbound updates.

Additional Notes

•Required Salesforce fields are automatically added when an object is enabled and cannot be removed. Only Salesforce’s minimal required fields are included.

•Removing a mapping stops iService from monitoring that field for changes and prevents it from participating in sync.

•New mappings are shared across all segments, ensuring consistent behavior for all agents.

When any mapped field changes in either system, iService evaluates the change against the mapping configuration:

- A sync record is generated for all fields configured for that object

- Sync occurs only in the direction defined for each individual field

- If a field is mapped as inbound-only (Salesforce → iService), changes made in iService to that field will not generate outbound updates

This directional enforcement ensures that data flows predictably and prevents unintended overwrites.