As part of the Salesforce Integration, subscriptions can be configured to synchronize between ClientSuccess and Salesforce, in real-time if you install the ClientSuccess for Salesforce App.  A client object called "Subscriptions" will be added to your Salesforce instance after completing the installation of the ClientSuccess app.  From that point, each time a subscription is created or edited in ClientSuccess or in Salesforce (in the ClientSuccess Object), the change will be synchronized between the two platforms.

This is a screenshot of the ClientSuccess object in Salesforce:


Requirements

The following requirements must be met for subscriptions to be synchronized:

Note: A Custom Report Type must be created before you will be able to report on Subscriptions in Salesforce.

Note: The synchronization is trigger-based, meaning that subscriptions that existed before the integration, or changes made with the integration disabled or offline, will not be synchronized or reconciled. Our customer support team would be happy to import your existing Subscriptions into Salesforce.

Key definitions and terms of the "Subscriptions" app functions in ClientSuccess:

  • Subscription: A recurring Product that has been purchased
  • Subscription Name: A name for the subscription. The product name is used if the Subscription comes from ClientSuccess.
  • Active Subscription: A Subscription with a status of active (not renewed, not forecast, not terminated, recurring).
  • Past Subscription: A renewed or terminated subscription.
  • Potential Subscription: A record of the probability and terms of a product that may be purchased.
  • Forecast: A record of the probability and terms of a renewal of an active subscription.
  • One-time Purchase: A non-recurring product that has been purchased.
  • Quantity: The amount of your product that has been purchased (such as users, seats, API calls, etc).
  • Start Date: The date the Subscriptions began or will begin (not a contract sign date).
  • End Date: The date the Subscription ended or will end.
  • Months: Term length in whole months. Whole months are calculated by counting the months between the start date and date closest to the end date, without going over, and then incrementing by 1 if the number of days between the closest matching date and the end date is more than 14. Terms less of less than 14 days will be counted as 1 month.
  • Term: The length of the Subscription in whole months. Amount The amount of the individual Subscription (not MRR, ARR, ACV, or TCV). For example, if your customer is paying $199/month for 7 months, then the amount will be $1,393. 


Fields that sync between the ClientSuccess app and Salesforce inside the ClientSuccess app:

  • Subscription Name
    Default value: (none)
    Type: String
    Required: Yes
    Notes: Can be anything
  • Account
    Default value: (none)
    Type: String
    Required: Yes
    Notes: Has to be a valid Account Name
  • Product
    Default value: (none)
    Type: String
    Required: No
    Notes: If using "Products" in Salesforce, Products must be paired between the two platforms via the Salesforce Product ID
  • ClientSuccess Product Name
    Default value: (none)
    Type: String
    Required: No
    Notes: Will automatically populate with the default product if left blank. If a value is provided, the product will automatically be added to ClientSuccess.
  • Start Date
    Default value: (none)
    Type: Date
    Required: Yes
    Notes: Must proceed End Date by at least one day.
  • End Date
    Default value: (none)
    Type: Date
    Required: Yes
    Notes: Must follow Start Date by at least one day.
  • Quantity
    Default value: (none)
    Type: Number
    Required: No
  • Amount
    Default value: (none)
    Type: Currency
    Required: Yes
  • Probability
    Default value: 100
    Type: Integer
    Required: Yes
    Notes: Default value for Potential Subscriptions and Forecasts is 70.
  • Forecast
    Default value: Unchecked
    Type: Checkbox
    Required: Yes
  • Auto-renew
    Default value: Checked
    Type: Checkbox
    Required: Yes
    Notes: If checked, subscription will automatically renew for the forecasted amount on the End Date.
  • Termination Date
    Default value: (none)
    Type: Read-only
    Required: Yes
    Notes: The date the subscription terminates, not the timestamp of when the Subscription was terminated by a user.
  • Notes
    Default value: (none)
    Type: String
    Required: No
  • Status
    Default value: (none)
    Type: Read-only
    Required: Yes
    Notes: Active, Renewed, Terminated, Forecast, or Purchased.


The following fields are also included automatically:

  • Salesforce Account ID
  • Salesforce Opportunity ID (if the Subscription is based on an Opportunity)
  • Salesforce Product ID


Automatic workflows

ClientSuccess controls several aspects of Subscription management automatically. If you will be editing Subscriptions in Salesforce, it's important to understand the following:

  • A subscription will be sent over in an active state once the "Activate Initial Subscription" option is selected in the Master Settings. (This option is not checked by default).
  • A duplicate subscription can be created for each new subscription with "(forecast)" appended to the name and the "Forecast" checkbox checked if you'd prefer by simply not checking the "Activate Initial Subscription" option.
  • A forecast is required and will be automatically recreated if deleted.
  • When renewing, the active subscription and it's forecast are set to "Renewed," a new active subscription is generated based on the forecast, and a new forecast for the active subscription is created.
  • When a renewed subscription is deleted, the previous subscription is set back to active.


Potential Subscriptions

Potential Subscriptions are forecasts of products that may be purchased by clients. Assigned CSMs are alerted of these Potential Subscriptions when they are synchronized to ClientSuccess so that they may review and activate them.


Synchronizing with Salesforce Opportunities

If you are using Opportunities in Salesforce, you may wish to have Subscriptions automatically created based on Opportunities. Functionality for this is provided as part of the integration and can be automated with workflow rules. It is also possible to implement full synchronization between Subscriptions and Opportunities within Salesforce with workflow rules and the Salesforce API.


Adding a Subscriptions-related list

For visibility and easy-access to Subscriptions, we recommend adding a Subscriptions-related list to your Accounts "Page Layouts."

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

2. If you have multiple page layouts, you’ll see a list here. Select “Edit” and go through the next few steps for each layout you want to add the account view too.

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

4. Then, save the changes.

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