Salesforce Opportunities are a popular feature used by Sales teams to nurture and close deals with new clients. Customer Success teams then use Subscriptions in ClientSuccess to track the products these client's purchased, and forecast and book renewals. A smooth hand-off is key to effective management and success. Our Salesforce integration is able to synchronize Subscription data-sets via a new custom object in Salesforce (added to previously, as part of this Salesforce Integration configuration, to your Salesforce pagelayout). This provides an interface through which you may generate subscriptions based on closed opportunities.

**Scroll to the bottom of the article to see how these potential subscriptions appear in the interface of ClientSuccess.


Recommended workflow

Opportunities for potential deals, Subscriptions for forecasting and renewal

The recommended workflow consists of using opportunities for nurturing and closing initial purchases by new clients and then using subscriptions for managing, forecasting, and renewing the purchases for these clients. The process comes "out of the box" with the ClientSuccess for Salesforce integration.

1. Salespersons use Salesforce opportunities to nurture and close new deals with new clients.

2. When the opportunity is closed, a potential subscription is generated based on the opportunity-to-subscription mapping (see "Opportunity-to-Subscription mapping" below). The most common trigger for generating the potential subscription is the opportunity being marked "Closed Won." The potential subscription is then considered "in queue" to be activated.

3. The potential subscription is synchronized with ClientSuccess. The Assigned CSM receives an email notifying them of the new potential subscription.

4. The CSM reviews the potential subscription, makes any adjustments or enhancements, and then activates it.

5. Any edits, mid-term upsell, forecast, and renewals are synchronized between the two platforms.

Note: A "Create Potential Subscription" checkbox is added to the Opportunity object when installing the ClientSuccess for Salesforce App. Potential Subscriptions will be created (in the Subscriptions object in Salesforce) for each Opportunity (or Opportunity line item) when it is saved with this checkbox checked. You can check this checkbox manually or set up a workflow rule to check it automatically. A common rule is to check it when the Opportunity status is set to "Closed Won." If you choose to have it checked automatically, we recommend that you remove it from Opportunity Page Layouts.

Note: If you choose not to use the recommended workflow, we recommend that you do not add the "Create potential subscription" checkbox to your Opportunity Page Layouts as described above.


Opportunity-to-Subscription mapping

Potential Subscriptions are created based on the Opportunity-to-Subscription mapping on the ClientSuccess Settings Tab. To view or customize the mapping:

1. Clicking the "+" in the navigation bar.

2. Click "ClientSuccess."

3. The mappings table is on the right-hand side of the ClientSuccess settings tab.

NOTE: Each opportunity field can only be mapped once. Using the same field twice will result in an error being thrown when attempting to save an opportunity.


Default mapping


Add fields to the Opportunity page layout

For your convenience, the ClientSuccess package includes several custom fields that you can utilize to create potential subscriptions or for synchronizing between the Opportunity and Subscriptions objects. Complete the following steps to add these fields to your opportunity and/or opportunity product line item page layouts.

1. Navigate to the Setup area (there is generally a link to this in the upper-righthand corner). Under “App Setup” in the left sidebar, select “Customize,” then “Opportunities,” and finally “Page Layouts.”

2. Select “Edit” next to Opportunity Page Layout(s) you would like to add these fields to.

3. The "Fields" section should be selected by default. Locate the following fields, by scrolling horizontally or using the Quick Find search field, and then drag them down into the Opportunity Information section below. A pop-over will appear when you hover over the fields, revealing details and allowing you to confirm that it is the correct field from the ClientSuccess app.

  • Product
  • Start Date
  • End Date
  • Quantity
  • Auto-renew
  • Create potential subscription

4. Then, save the changes to the Opportunity Layout.

5. Now, under “App Setup” in the left sidebar, select “Customize,” then “Opportunities,” then "Opportunity Products," and finally “Page Layouts.”

6. Select “Edit” next to Opportunity Product Page Layout(s) you would like to add these fields to. 

7. The "Fields" section should be selected by default. Locate the following fields, by scrolling horizontally or using the Quick Find search field, and then drag them down into the Opportunity Information section below. A pop-over will appear when you hover over the fields, revealing details and allowing you to confirm that it is the correct field from the ClientSuccess app.

  • Start Date
  • End Date
  • Quantity
  • Auto-renew

8. Next, click "Edit Multi-Line Layout" in the title bar of the editor.

9. On this screen, select the following fields in the Available Field list, click the right-arrow button to move them into the Selected Fields list, and then click "Save."

  • Start Date
  • End Date
  • Quantity
  • Auto renew

10. Then, save the changes to the Opportunity Product Line-item Layout.

11. Now, under “App Setup” in the left sidebar, select “Customize,” then “Products,” and finally “Page Layouts.”

12. Select “Edit” next to Product Page Layout(s) you would like to add these fields to. 

13. The "Fields" section should be selected by default. Locate the following fields, by scrolling horizontally or using the Quick Find search field, and then drag them down into the Product Information section below. A pop-over will appear when you hover over the fields, revealing details and allowing you to confirm that it is the correct field from the ClientSuccess app.

  • Type

14. Then, save the changes to the Product Layout.


Add Subscriptions related list

For visibility and easy-access to Subscriptions that have been created from Opportunities, we recommend adding a Subscriptions related list to your Opportunity Page Layouts.

1. Repeating the steps above to locate and edit the Opportunity page layout.

2. Locate "Subscriptions" under the "Related Lists" category and drag it down onto the page under Related Lists.

3. Then, save the changes.

How potential subscriptions appear in the interface of ClientSuccess

Once this workflow is in place and a potential subscription has been generated, ClientSuccess can alert you that such a subscription is available to be added.

As the potential subscription moves from Salesforce to ClientSuccess, you will need to accept it by adding it to the subscription module. Clicking a product will give you the following pop-up:

Hitting select fills in the subscription details, and the subscription now syncs bi-directionally thanks to our custom object previously added as part of the integration.

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