Via the Salesforce Integration, you have the optional ability to push new Engagements from your ClientSuccess Engagements Module to your Salesforce Activity History.
Where Do I Enable The Push?
If you have not gone through the full Salesforce integration process, then the Engagement push will not work. Please complete the other integration steps, reaching out to your CSM or email@example.com if you have questions on this process.
Enabling the Engagements push is as simple as navigating to your Global Settings > Integrations Page > And adjusting the Sync Direction to be "Push to Salesforce" for whichever Engagement Types you want to push:
The fields that are initially mapped in the "Field Mappings" screen of the Engagements are the required fields to create a new Event object in Salesforce. These fields should NOT be adjusted when using the default Event object. The Engagement will automatically appear in the Activity History on the applicable Account object.
However, you can add a field mapping to capture the creator of the Engagement. Typically you will want to map the Salesforce "Assigned to ID" field with the CRM ID of the Employee. Here is an example mapping:
Please see Association Mappings for information on setting up the Salesforce User ID in ClientSuccess. Note that the Salesforce "Created By" Fields are NOT updateable in Salesforce and can not be added to the field mapping.
How It Looks After Configured
ClientSuccess Engagements Module:
Salesforce Account Activity History:
Individual Activity Record:
Q. I just setup the Engagement "push to Salesforce", and it's pushing new Engagements I create! Yes! Now I want to push my older Engagements in CS to Salesforce. How do I do that?
A. At this time, there is no way to push historical Engagements. The push is only able to handle Engagements created after the tool is enabled. We do hope to provide the option to push historical Engagements in the future at some point.
Q. Can I sync Engagements both directions? Or just ClientSuccess to Salesforce?
A. The Engagement sync is currently "push" only. Similarly to the historical sync, we hope to provide a two way sync at some point in the future.