Salesforce Integration Overview

About the Integration

Our integration provides management of Client and Contact data, with a focus on field mappings between ClientSuccess and external systems. As part of the integration, you'll also have control over sync frequency (how often the data is synced) and sync direction.

Prerequisites

To integrate external systems with ClientSuccess, you must:

• Connect using a log-in with admin-level permissions
  • Salesforce must be able to support API and connected apps - Included with Enterprise edition or higher; may also purchase API Access a la carte
  • You may need to make sure the admin is properly authorized in the external system to self-authorize connected apps
  • We also recommend as a best practice, though it is not required, to connect with a log-in used specifically for integrations (i.e. an "API User" or "Operations User")

Functionality

The integration provides the following functionality:

1. Define your sync criteria
   • An Import Filter will allow you to specify which customer and contact records will be imported into ClientSuccess
   • Can be configured at both the Client and Contact levels
     • • Example: sync customers if their "Account Status = Customer", as it appears in your Salesforce instance
2. Map company level data to ClientSuccess Clients
   • This data will typically come from your "Account" object 
     • • Example: Client Name (Account Name), Client As Of Date (Customer Start Date), Client Type (Account Type)
   • Will include CRM ID mapping
3. Map contact level data to ClientSuccess Contacts
   • This data will typically come from your "Contact" object 
     • • Example: First Name, Last Name, Title, Email
   • Will include CRM ID mapping
4. Determine sync direction
   • Client and Contact object mappings are controlled separately, meaning it's possible to only pull Client data from Salesforce into ClientSuccess while Contact data is only pushing from ClientSuccess into Salesforce
   • Individual field mappings can also be individually set, meaning specific fields on each object can be set to one direction or the other
     • • Please note that the if the object-level sync direction is set to PUSH or PULL only, it will supersede field-level mappings
       • The object-level PUSH AND PULL sync direction will honor each individual field mappings sync direction
5. Set sync frequency 
   • Within ClientSuccess, you can determine how frequently ClientSuccess will reference your Import Filter(s) to create and/or update data from Salesforce
     • • More frequent PULLS from Salesforce will consume more API calls.
       • Changes made in ClientSuccess are PUSHED to Salesforce in real-time
6. Optional - Engagement push from ClientSuccess to Salesforce
   
   • Enable a real-time push from your ClientSuccess Engagements into your Salesforce Activity History

Getting Started

1. Authenticate Salesforce to ClientSuccess

2. Work with your CSM (preferred) or email support@clientsuccess.com to configure your Import Filter(s)

3. Configure Client and Contact field mappings, including sync directions

4. If desired, specify object-level sync directions (standard is PUSH and PULL)

5. Run initial import (highly recommended that this is completed with your CSM)

6. Set object-level poll schedule

***If you are an existing customer and are configuring a Salesforce sync for the first time, please reach out to Support to discuss additional steps required in addition to what's listed above***