The Salesforce Service Cloud Reviews app connects Yext Reviews to Salesforce Service Cloud. When a review comes in that matches your configured criteria, the app automatically creates a Salesforce case. If you have Review Response enabled in Yext, your team can also respond to reviews directly from Salesforce by adding a case comment.

Requirements

• A Salesforce Service Cloud subscription
• A Yext account with a Professional package or higher and a general understanding of Reviews
• Yext credentials and Salesforce credentials for the authorization steps

Install the App

1. Navigate to the Yext App Directory and search for Salesforce Service Cloud for Reviews.
2. Click Install, then click Install on Yext.
3. Authorize the app using your Yext credentials, then your Salesforce credentials when prompted.
4. If you want to enable review response from within Salesforce, click Install on Salesforce. Otherwise, click Continue Without Installing.
5. If you clicked Install on Salesforce, follow the instructions on the Salesforce Lightning AppExchange to install the Yext Reviews Managed Package, then return to the installation page.
6. Click Continue and configure your review workflows:
   • Select a Priority: Low, Medium, or High
   • Add Filtering Conditions as needed: Rating at Most, Rating at Least, Site, Review Content, or Folders
   • Set Review Response to Yes if you want to respond to reviews from Salesforce
   • (Optional) Map Yext fields to Salesforce fields in the mappings section
7. Click Save and Done.

Respond to Reviews from Salesforce

If review response is enabled, respond to a review by creating a case comment in this format:

##- Review Response below this line -##
Your response text here

Click Save. A new case comment appears confirming whether the response posted successfully in Yext.