SupportLogic UWF: Syncing Insights to Your CRM

What is UWF (Universal writeback framework)?

SupportLogic (SL) allows you to automatically update your CRM with insights and changes made within the SL platform. This feature works with major CRMs like Microsoft Dynamics, Salesforce, and ServiceNow to ensure your data stays in sync.

Why is Writeback Important?

When SL generates insights—like sentiment scores or escalation risks—Support Managers may want to update a case by changing priority, adding comments, or reassigning an engineer. Writeback eliminates manual data entry, saving time and reducing the risk of miscommunication or escalations.

How Does Writeback Work?

SL uses the CRM’s API to update case data when a user makes a change. For example, if a case’s priority is updated to "High" in SL, a REST API call automatically syncs this change to the CRM.

What Data Can Be Written Back?

SL can sync several case-related fields, including:
✔ Priority
✔ Status
✔ Assignee
✔ SL-generated data (e.g., sentiment scores, LTE, and case comments)

Platform User vs. Individual User

• Platform User: All writebacks appear as updates from a single CRM user.

• Individual User: Updates are linked to the specific SL user making the change.

(Refer https://support.supportlogic.com/a/solutions/articles/73000645106?portalId=73000083556)

How to Set Up Writeback?

• No extra plugins or third-party tools are needed.

• You may need to provide CRM permissions and create custom objects for SL fields like sentiment scores.

• For ServiceNow, a few manual script configurations may be required.

(CRM Configuration Guide for enabling writeback of LTE predictions)