Table of contents
Salesforce Integration Overview
Salesforce is the operating record for your revenue and service teams. Every stage change on a deal, every case escalation, every logged call and client note: that activity reflects how work is actually getting done across sales and service. WorkSights connects to Salesforce and brings that activity into a continuous timeline, so leaders can see what is happening without waiting for a pipeline review or chasing a status update.
When you connect Salesforce, WorkSights backfills up to 30 days of recent activity immediately. For teams with field history tracking configured in Salesforce, that window can extend back as far as 18 months. WorkSights does not start with an empty timeline.
Before connecting, confirm your Salesforce edition. WorkSights requires Enterprise Edition or higher. Professional and Starter editions do not support the data stream WorkSights depends on. WorkSights checks this before the connection starts and will surface a clear message if your edition is not supported.
For connection steps, see Salesforce Setup.
How Salesforce Activity Appears
WorkSights uses three complimentary paths to bring Salesforce activity into the timeline. Each covers different types of data and runs on its own cadence.
Real-time changes (CDC) arrive within seconds of the action in Salesforce. Record creates, updates, and deletes for Tasks, Events, Opportunities, Cases, and Contacts flow in as they happen via Salesforce’s Change Data Capture stream. This is the primary path for high-frequency sales and service activity.
Track field changes (Field History) are picked up every 10 minutes. This path queries Salesforce’s field history tables for changes to specific fields on Opportunities, Cases, Leads, Accounts, and Contacts. On first connection, WorkSights backfills 30 days of tracked field history automatically.
New record creation and content (Delta) are also picked up every 10 minutes on a separate schedule. This path captures creation events for records not covered by real-time CDC, as well as email messages, note body content, and Comments & Updates. On first connection, this path also backfills 30 days of history.
Because the Field History and Delta paths run every 10 minutes, some activities may appear up to 10 minutes after the action in Salesforce. Real-time CDC activities land within seconds.
The Features tab on the Salesforce integration page shows each feature’s ingestion type: CDC for real-time, Polling for the 10-minute sweep. The Imported column shows when data was last pulled for each feature, so you can always see what is running and when it last ran.
Getting the Most from Field History
Salesforce stores up to 18 months of tracked field changes: who changed what, and when. WorkSights surfaces all of it on the timeline, giving your team a historical record of how deals progressed, how cases moved, and how accounts evolved long before WorkSights was connected.
How much of that history appears depends on how your Salesforce org is configured. A core set of high-signal fields are tracked by default: opportunity stage, amount, close date, and probability; case status and owner; lead status and owner. Those appear in WorkSights automatically.
For any other fields your team cares about, a Salesforce admin needs to enable field history tracking on those fields individually. The path in Salesforce is Setup → Object Manager → [Object] → Fields & Relationships → Set History Tracking. Salesforce allows up to 20 tracked fields per object on standard plans, with additional fields available as a paid upgrade from Salesforce directly.
Any field enabled for tracking will start appearing in WorkSights from that point forward. Changes made before tracking was enabled cannot be retrieved retroactively. If a field change is not appearing and you expected it to, your Salesforce admin’s field history configuration is the right place to check first. WorkSights surfaces whatever your org has configured: no more, no less.
Understanding the Real-Time Slot Limit
Salesforce limits how many object types any integration can track in real time. Each Enterprise org ships with five CDC slots, shared across every integration connected to that org, not just WorkSights.
By default, WorkSights uses all five slots for the highest-signal object types: Tasks, Events, Opportunities, Cases, and Contacts. Features that use polling instead of CDC, including Accounts, Leads, Notes, Emails, and Comments & Updates, are covered by the 10-minute sweep rather than real-time delivery.
If your org already has CDC slots in use from another integration such as Mulesoft or Heroku Connect, some features may show a Blocked badge in the Features tab. A Blocked feature could not be assigned a CDC slot and will not receive real-time events. If you need additional real-time slots, Salesforce sells them as a paid add-on directly.
The Features tab shows a live count of CDC slots in use across your org and flags any Blocked features clearly, so you always know what is tracking in real time and what is not.
What WorkSights Receives
WorkSights supports eleven Salesforce feature areas, each controllable independently from the Features tab.
Tasks
Logged calls, emails, and follow-up tasks. The activity category matches the task type: a logged call appears in the Call category, an email task in Email, everything else in Calendar Activity. Detail includes task status, priority, due date, and any linked record. Real-time via CDC.
Events
Meetings and calendar entries. WorkSights categorises these based on attendees: a solo block appears as Calendar Block, an all-internal meeting as Meeting Internal, and any meeting with external attendees as Meeting External. Real-time via CDC.
Opportunities
Stage transitions and field updates. Stage changes show the previous and new stage in the activity title, making pipeline movement easy to read at a glance. Field changes such as amount, probability, and close date appear in the detail. Covered by both real-time CDC and the Field History sweep.
Cases
Status changes, owner changes, and field updates. Status transitions show the new status in the title. Cases are covered by both real-time CDC and the Field History sweep, giving broad coverage of how cases move through your service queue.
Notes (modern)
Lightning-era notes created on Salesforce records. Note title and body content are both captured. Covered by the Delta sweep.
Notes (legacy)
Pre-Lightning notes. Captured via the Delta sweep. Most relevant for orgs that have not yet migrated to Lightning-era notes.
Contacts
Creation and update events for contact records. The activity title includes the account name, contact name, and action, for example ABC Inc > David Brown > Contact created. Real-time via CDC.
Accounts
Creation and update events for account records. Covered by the Field History and Delta sweeps. Owner changes and any admin-configured tracked fields appear automatically.
Leads
Creation and status changes for lead records.The Field History sweep covers lead status and owner changes, so the lead lifecycle remains visible from creation through to conversion.
Emails
Email messages logged against Salesforce records, including subject, sender, recipients, direction, and body content. Covered by the Delta sweep. This fills a gap in Salesforce’s own real-time stream, which does not include email events natively.
Comments & Updates
Feed posts and inline updates made inside Salesforce records, including the conversational updates visible when working a case or opportunity. Covered by the Delta sweep.
Integration Page Overview
The Salesforce integration page contains four tabs:
- Overview: connection status, subscribed users, remote user mapping count, created and last modified dates. Also displays a Features summary panel showing all features with their CDC or Polling badge and last imported stamp, and a Connections summary panel
- Users: all Salesforce users with their mapped WorkSights user, subscription status, and last processed date. Users can be mapped manually and filtered by active or inactive status
- Features: per-user feature visibility controls across all eleven feature areas
- Connections: connected Salesforce orgs with org URL, owner, created and updated dates, status, remote user count, and Re-import and Refresh actions
Data Access and Privacy
WorkSights connects to Salesforce using OAuth 2.0. No Salesforce credentials are stored. The connection is read-only: WorkSights receives record change events and queries field history and delta tables, but cannot create, update, or delete anything in your Salesforce org.
WorkSights captures structured activity data: who did what, on which record, and when. For notes and emails, body content is captured and shown as a preview on the timeline. WorkSights does not access attachments, files, or record content beyond what is explicitly described in each feature guide.
Only Standard Salesforce users are mapped and tracked. Integration users, Chatter Free users, and system accounts are excluded automatically, so the timeline reflects what your team is actually doing rather than background processes or automations.
Connection removal is handled by the WorkSights team. Contact us via in-app chat if you need a connection removed.
Troubleshooting
No activity appearing after connecting
- WorkSights does not backfill real-time CDC events from before the connection was established. The timeline will be empty until your team takes action in Salesforce after connecting.
- The Field History and Delta sweeps backfill 30 days of history on first connection. Allow up to 10 minutes after connecting for that history to appear.
- If real-time activity is still missing after your team has made changes in Salesforce, confirm the connection is active under Settings → Services.
Some features show a Blocked badge
- Your Salesforce org has reached its CDC slot limit, or another integration is occupying the slots needed for that feature. Blocked features will not receive real-time events.
- Accounts, Leads, Emails, and Comments & Updates use polling and are unaffected by CDC slot limits. Tasks, Events, and modern Notes have no polling fallback: if those features are Blocked, their activity will be missing until the slot is freed.
- To restore real-time ingestion, work with your Salesforce admin to review CDC slot usage across your org. Go to Setup → Change Data Capture in Salesforce to see all channel members. Additional slots can be purchased from Salesforce directly.
A field change is not appearing for a tracked record
- Check whether field history tracking is enabled for that field in your Salesforce org. Go to Setup → Object Manager → [Object] → Fields & Relationships → Set History Tracking and confirm the field is checked.
- Salesforce only records changes from the point tracking is enabled. Changes made before tracking was turned on cannot be retrieved.
- If the field is tracked but the change still is not appearing, confirm the field is on one of the five eligible objects: Opportunity, Case, Lead, Account, or Contact.
OAuth fails before connecting
- If you see an unsupported edition message, your Salesforce org is on Professional or Starter edition. WorkSights requires Enterprise Edition or higher.
- If you see an insufficient access error, the user attempting the connection needs admin-level Salesforce permissions to complete the setup.
Activity appearing for some users but not others
- Open the Users tab on the Salesforce integration page. WorkSights maps users by matching email addresses between Salesforce and WorkSights.
- Integration users and system accounts are deliberately excluded and will not appear.
- If a user was recently added to Salesforce, their mapping may take up to 24 hours to appear. If a user has been in Salesforce for more than 24 hours and is still unmapped, check for email address mismatches between the two systems.
Opportunity, Lead, or Case history from before connecting is missing
- The Field History sweep backfills 30 days on first connection. History older than 30 days is not imported automatically.
- Salesforce retains field history for 18 to 24 months depending on your edition. If you need activity from further back, contact support via in-app chat with the time range you need.
Activity timestamps showing the wrong time
- WorkSights pulls timezone data from connected services including Salesforce. If your Salesforce user record has an incorrect timezone set, it may override the timezone previously pulled from your Google or Microsoft connection.
- To fix this, go to Personal Settings in Salesforce and update your timezone to match your actual location, then check your WorkSights profile to confirm it has updated.
Activity stopped appearing for a specific feature
- Check the Features tab for a Blocked badge. If another integration was recently connected to your Salesforce org, it may have consumed available CDC slots.
- Try using the Refresh Connection button on the integration page. If the problem persists, contact support via in-app chat.