We've recently launched a new feature in our SFDC integration which allows you to set SFDC as your primary source of customer data in Receptive.
Currently, when the Salesforce integration is installed, SFDC contacts are added to Receptive on an ad-hoc basis, as and when required.
For example, when a request is added to a contact in SFDC, if that contact isn't currently a user in Receptive, then the SFDC integration would create the user in Receptive.
This method assumes that your product holds most of your customer data, and you pull in additional prospect data from SFDC as needed. However, if you hold all of your customer data in Salesforce, not your product, and you want all of that data in Receptive, you'd be limited on what data you could connect and view in SFDC and Receptive.
What has changed
Note: Our default SFDC integration has not changed. You need to request SFDC id linking to be enabled on your account for any of these changes to take place.
We have made a new option available to our SFDC integration which allows you to set SFDC as your primary source of customer data in Receptive. When this option is enabled (see how below), Receptive users will be 'linked' to their SFDC contact equivalent.
- You can see every connected* contact's requests in SFDC.
- You have more flexibility on where your customer data comes from.
How it works
Creating Customer Users in Receptive
This remains very flexible. In order for users to be linked, you may create users via our snippet or our API.** This allows your customers to login to Receptive (if you choose to show a link) and allows your data to be linked to SFDC in the next step.
When creating customer users, you must include at a minimum your account ID, user email, user ID, vendor ID, and allowed products/modules (if using modules). Tags are optional at this stage (see below for more information on tagging).
At this stage, only the user data you created via the snippet/API will be visible in Receptive. SFDC is not the "source" for this information yet. See next section for more information on how this data is populated.
SFDC Data Population
At this stage, only the user data you created via the snippet/API will be visible in Receptive.
SFDC data is not initially pulled through to Receptive until a SFDC contact is tied to a new or existing request.
This can happen from the customer view in Receptive, a team user's view in Receptive, or from SFDC. For example, when a customer logs in and creates a new request, SFDC is triggered and their data will be populated in Receptive.
At this point, the user and account data populated via the snippet/API will be overwritten by the data contained in SFDC. (If you're tagging your users and accounts via the snippet/API, your tags will not be overridden at this stage.)
Customer / Account Tags
You can tag customer users and accounts in two ways:
1. Tag from SFDC.
This requires custom setup, so get in touch with firstname.lastname@example.org to find out more.
If you tag from SFDC, your user and account tags will not be populated until a customer user is tied to a new or existing request.
If you tag from our snippet/API, your user and account tags will be populated at user creation. When a customer user is tied to a new or existing request (and their SFDC data is populated in Receptive), this will not override your user or account tags.
Updating User Data in Receptive
If you change a connected* user's details (e.g. name, account, etc) in SFDC, they'll be instantly updated in Receptive as well.
How to set it up
In order for this to work:
- The id provided for the user/account in the API/snippet data should correlate to what has been specified in SFDC as the user/account id in the integration setting. See step 3.3 here.
- If the defaults are used for these settings, the SFDC Contact/Account ID should be provided in the API/snippet data.
- Email email@example.com to request SFDC id linking to be turned on for your account.
* Connected users are any users who have a Receptive request tied to them. We don't sync updates on ALL of your users, due to SFDC call limits.
** As expected, you can also continue to use the SFDC integration to create SFDC contacts in Receptive, if they don't already exist via the snippet/API. For example, a prospect that's in SFDC and not in your product will be created as per our standard SFDC integration.