Connect TikTok Shop to Salesforce

The app supports three Salesforce connectors. Choose the one that matches your Salesforce product before continuing:

• Salesforce Commerce Cloud (B2C) - used as a sales channel and product catalog source. Connection requires multiple API credentials.
• Salesforce Order Management (SOM) - used as an order management and fulfillment system. Standard OAuth with a Salesforce instance URL.
• Salesforce Service Cloud (SFSC) - used as a CRM and customer/order data system. Standard OAuth with a Salesforce instance URL. Limited to one integration per organization. Orders flow from the app to Salesforce only - Service Cloud does not push orders back into the app.

Products are linked across channels by SKU. All three Salesforce connectors support Channel SKU mapping in the app.

This article covers:

• Choosing which platform owns the primary catalog
• How product data flows through the app
• Connecting your Salesforce connector and TikTok Shop
• Matching products by SKU and the limits of cross-channel SKU mapping
• Configuring fulfillment locations across the two connectors

Before you begin

• Connect TikTok Shop to the app. See Getting Started with TikTok Shop.
• Identify which Salesforce connector applies to your account: Commerce Cloud, Order Management (SOM), or Service Cloud (SFSC).
• See Getting Started with Salesforce for a full description of how Salesforce integrates with the app.
• Gather the credentials your connector requires:
  • Commerce Cloud: Organization ID, Short Code, Site ID, B2C API Client ID and Password, B2C Shop API Client ID and Password, OCAPI Client ID.
  • SOM and SFSC: Your Salesforce instance URL, for example https://your-company.my.salesforce.com.
• Decide which platform will hold the primary catalog - the source of truth for product data.

How product sync works

The app is always the intermediary. Each connector handles its own half of the flow:

• Salesforce → App: The Salesforce connector pulls product data into the app.
• App → TikTok Shop: The TikTok Shop connector pushes product data from the app to TikTok Shop.
• TikTok Shop → App: The TikTok Shop connector pulls product data into the app.
• App → Salesforce: The Salesforce connector pushes product data from the app to Salesforce.

Constraints to be aware of:

• Pushing products to TikTok Shop is available only for US and UK regions. If you sell on TikTok Shop outside the US or UK, use TikTok Shop as the primary catalog so data flows out to Salesforce instead of into TikTok Shop.
• Service Cloud (SFSC) orders are push-only. SFSC sends orders from the app to Salesforce, but does not pull orders back from Salesforce. If your workflow depends on Salesforce as the order source for TikTok Shop fulfillment, Service Cloud is not the right connector - use Order Management (SOM) instead.

Choose your primary catalog

The primary catalog determines the direction of product data flow.

• Salesforce as primary: Salesforce holds your master product list. The Salesforce connector pulls products into the app, and the TikTok Shop connector pushes them to TikTok Shop. Requires a US or UK TikTok Shop.
• TikTok Shop as primary: Use this when products are already set up in TikTok Shop and Salesforce has little or no product data, or when you sell on TikTok Shop outside the US/UK. The TikTok Shop connector pulls products into the app, and the Salesforce connector pushes them out to Salesforce.
• Both platforms already populated: When products exist on both sides, the app matches them by SKU. Identical SKUs are linked automatically.

Choose one platform as primary before you push or pull product data. Switching direction after products exist on both sides can produce duplicates or mismatched records.

Connect the integrations

The setup steps depend on which Salesforce connector you are using. Follow the path for your connector, then complete the TikTok Shop steps.

Salesforce Commerce Cloud

1. Confirm the Salesforce Commerce Cloud connector is added to your account. If it is not, add it from the connector catalog.
2. Open the Commerce Cloud settings and enter the connection credentials:
   • Organization ID
   • Short Code
   • Site ID
   • B2C API Client ID and B2C API Client Password
   • B2C Shop API Client ID and B2C Shop API Client Password
   • OCAPI Client ID
3. Under Process products information, select the option matching your primary catalog choice (pull from or push to Salesforce).
4. Save the configuration.
5. Open the Connection Details tab and click Connect.

Salesforce Order Management (SOM) or Service Cloud (SFSC)

1. Confirm the connector is added to your account. Service Cloud (SFSC) allows only one integration per organization - confirm one is not already in use.
2. Open the connector settings and enter your Salesforce URL (for example, https://your-company.my.salesforce.com).
3. Under Process products information, select the option matching your primary catalog choice.
4. Save the configuration.
5. Open the Connection Details tab and click Connect to start OAuth.
6. Sign in to Salesforce and authorize the app when prompted.

Configure TikTok Shop

1. Open the TikTok Shop settings in the app. Under Products → Process product catalog updates, select the option matching your primary catalog choice:
   • Pull products from Tiktok to Pipe17 - TikTok Shop is the primary catalog.
   • Push products from Pipe17 to Tiktok - Salesforce is the primary catalog. Available for US and UK TikTok Shops only.
2. Open the Connection Details tab on the TikTok Shop integration and click Connect.
3. Confirm both integrations show a connected status with no errors.

How SKU matching works

The app uses SKU as the unique identifier for product matching across channels.

• Identical SKUs across Salesforce and TikTok Shop are linked automatically and treated as the same product.
• Identical SKUs assigned to different products will be incorrectly merged. Audit your catalogs for SKU uniqueness before connecting the channels.
• Manual SKU mapping in the app's Channel Options is supported only for connectors that declare the SKU mapping capability. All three Salesforce connectors declare it; the TikTok Shop connector does not.

Map SKUs in Channel Options

The Channel Options section on a product record lets you map a channel-specific SKU per integration row. The section displays a row for each connected integration with four columns: Integration Name, Sync to Channel, Inventory Buffer, and Channel SKU.

What you can and cannot do:

• The Channel SKU column appears on the Salesforce row, regardless of which Salesforce connector you are using. Use it to map the master SKU in the app to a Salesforce-specific SKU when they differ.
• The Channel SKU column does not appear on the TikTok Shop row, because the TikTok Shop connector does not currently declare the SKU mapping capability. The SKU received from TikTok Shop must align with the master SKU in the app for matching to occur.
• The entire Channel SKU column is hidden for parent products with no existing channel SKU values set. Open a child or variant product to set channel SKUs.

To map a Salesforce SKU:

1. Navigate to Products and open the product you want to map.
2. Scroll to the Channel Options section on the product page.
3. In the Salesforce row, enter the Salesforce-specific SKU in the Channel SKU column.
4. Save your changes.

Cross-channel SKU mapping between TikTok Shop and Salesforce - when SKUs differ on both sides - is not handled by Channel Options alone, because the TikTok Shop row has no Channel SKU input. If you need to bridge mismatched SKUs across these two channels, contact support to confirm the supported approach for your account.

Configure locations

Fulfillment routing is handled by the Order Routing Engine (ORE) based on the location configuration of each connector. Location capabilities differ by Salesforce connector:

• Salesforce Order Management (SOM) supports multi-location inventory and exposes a locationTypes filter (for example, Building, Campus, Warehouse). Use it to scope inventory reporting to the Salesforce location types you fulfill from.
• Salesforce Commerce Cloud exposes inventory settings such as inventoryResync and inventorySKUs. It does not provide an explicit multi-location picker like SOM. Verify your inventory configuration matches how you want stock represented in Commerce Cloud.
• Salesforce Service Cloud (SFSC) does not surface inventory settings. Service Cloud is not used as a fulfillment location source.

To align fulfillment across TikTok Shop and Salesforce:

• Configure location preferences on each connector individually so orders from each channel route to the correct fulfillment destination.
• TikTok Shop orders fulfilled by TikTok (TTS or FBT) are ingested as already fulfilled and do not pass through the ORE. See Testing orders with TikTok Shop.
• Verify each channel's location mapping for routing to a 3PL or warehouse before going live.

Best practices

• Pick the right Salesforce connector for your workflow before starting. Commerce Cloud, SOM, and SFSC behave differently - switching connectors mid-setup is disruptive.
• Decide your primary catalog before pushing or pulling product data.
• Audit SKUs for uniqueness across both platforms before connecting them. Because TikTok Shop rows do not support Channel SKU mapping, alignment at the source is especially important on the TikTok Shop side.
• For non-US/UK TikTok Shops, plan around the push limitation by making TikTok Shop the primary catalog.
• For Commerce Cloud, gather all required API credentials before opening the settings - partial input cannot be saved or tested.
• Test with a single product before syncing the full catalog.

Troubleshooting

• Commerce Cloud connection fails immediately
  Re-check the Organization ID, Short Code, Site ID, and the three sets of API credentials. Commerce Cloud authenticates with these values directly - a single typo will cause the connection to fail.
• SOM or SFSC OAuth redirects to a Salesforce error page
  Verify the Salesforce URL matches your instance exactly, including the subdomain (for example, https://your-company.my.salesforce.com). A mismatch sends OAuth to a domain that cannot authorize the app.
• Service Cloud orders are not appearing in the app
  Service Cloud orders are push-only - the app sends orders to Salesforce, but does not pull them back. If you need Salesforce orders to flow into the app, use Salesforce Order Management (SOM) instead.
• Products are not syncing between Salesforce and TikTok Shop
  Confirm both connectors are enabled and that the configured product sync direction matches your primary catalog choice. Check that SKUs match exactly across both platforms - including case and any leading or trailing characters.
• Products are not pushing to TikTok Shop
  Pushing products to TikTok Shop is available only for US and UK regions. Confirm your TikTok Shop region. If you sell outside the US or UK, use TikTok Shop as the primary catalog and have Salesforce pull from the app instead.
• The wrong product is being matched across channels
  Two different products likely share a SKU. Update the SKU on one of them, then re-map manually on the Salesforce row of the product page in the app.
• The Channel SKU column does not appear on the TikTok Shop row in Channel Options
  This is expected. The TikTok Shop connector does not currently declare the SKU mapping capability, so its row does not include a Channel SKU input. The SKU received from TikTok Shop must match the master SKU in the app for matching to occur.
• The Channel SKU column is hidden entirely on a parent product
  The column is hidden for parent products with no existing channel SKU values set. Open a child or variant product to set channel SKUs.
• A Salesforce or TikTok Shop order is routing to the wrong fulfillment location
  SKU matching links product records but does not control fulfillment routing. Review the location configuration on the relevant connector and confirm the ORE has the correct routing rules. For SOM, confirm the locationTypes filter includes the location types you fulfill from.

Need Help?

If you need additional assistance:

• Use Ask Pippen, our AI agent, located at the top of the app page.
• Submit a support request with as much relevant detail as possible. Learn how to submit a request.
• For urgent issues, email us directly at support@pipe17.com.

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