Issue with "Send to Salesforce" module from Sprinklr
G

gdimarino

Published:

06/23/26 8:50 AM

54 views

1

54

Hi everyone,

It seems there is an issue with the management of Social Public in Sprinklr. Once "send to Salesforce" is selected, the comment does not appear as a Case in the Social queue on Salesforce.
I've checked the Salesforce configuration and no changes have been made. 
Any ideas? 

Thank you for your help!

Sprinklr Service
Customer Service

Question

Updated

1 hour

 

Comments

  • A

    Allison Fasching

    13 days

    ago

    09/07/2026

    Hi gdimarino! I’d start with these quick checks:

    • Sprinklr connector status: Confirm the Salesforce integration is still connected/authenticated, using the right Salesforce app/environment, and that the user has permission to send cases.
    • Case mapping / required fields: Check that required Salesforce Case fields, record type, Case Origin, Account/Contact requirements, and picklist values still align with the Sprinklr mapping.
    • Assignment and queue routing: Verify whether Salesforce assignment rules or Sprinklr’s auto-assign/assignee sync settings are routing the case somewhere other than the Social queue.
    • Salesforce queue setup: Confirm the Social queue supports Cases, the right members have access, and the queue/list view filters are not hiding newly created cases.
    • Rules, filters, and errors: Review any Sprinklr routing/workflow conditions for Social Public comments and check for connector/API errors such as validation, permission, or field-level access issues.
    If all of those look clean, I’d capture one example comment, timestamp, and user action, then have Sprinklr Support trace the outbound Salesforce call. That should help confirm whether the case creation failed or was created but routed/filtered elsewhere.
     
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