SFDC ID linking: How to set Salesforce as your primary source of customer data

How our default SFDC integration works

By default, our SFDC integration only links and updates users between Receptive + SFDC when they were created in Receptive via SFDC.

For example, when a Receptive request is added to a prospect user in SFDC that doesn't exist in Receptive:

• That prospect user will be created as a new user in Receptive.
• Their requests in SFDC will mirror their requests in Receptive, and vice versa.
• Any changes to their user/account in SFDC will be updated instantly in Receptive.

By default, this "linking" behavior only applies to users who were created by SFDC.

What SFDC ID linking allows

The default integration works well if you have most of your customer data in your product, as it feeds through to Receptive automatically via the javascript snippet / API.

However, if you want all of your contacts linked closely between SFDC and Receptive, and you want SFDC contact /account updates to override what's already in Receptive, then you'll want to turn on SFDC ID linking.

This option means that regardless of whether a Receptive customer user was created via SFDC, our snippet (javascript integration), or our API, you can see every connected* contact's requests in both SFDC and Receptive.

How it works (quick version)

Setup action items in bold:

1. Set up SFDC integration. 
2. Turn on SFDC ID linking. (Email support@receptive.io.)
3. Create your users in Receptive via our snippet or our API.
4. SFDC data population: As you tie users to requests, your user data (such as Account Name, Account Value, etc) will be overridden in Receptive. The data will now come from SFDC, and when SFDC is updated, Receptive will be updated.
5. Tagging: All linked users' tags will be shown in Receptive at this point, regardless of which tagging method you use. (See below.)
6. Linked users: All linked users' requests will be mirrored between Receptive and SFDC.
7. Updates: When you change a users' data in SFDC, it will be instantly updated in Receptive.

How it works (detailed version)

1. Set up SFDC integration

First, you'll need to follow the SFDC setup and configuration instructions. 

2. Turn on SFDC ID linking

Email support@receptive.io to request SFDC ID linking to be turned on for your account.

3. Creating Customer Users in Receptive

This remains very flexible. 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.

4. SFDC Data Population (no action needed)

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.)

5. User / Account Tagging

You can tag users and accounts in two ways: 

1. Tag from SFDC.

This requires custom setup, so get in touch with support@receptive.io 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. 

2. Tag from the snippet using our flexible auto-tagging or via our API.

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.

6. Linked users (no action needed)

All linked users' requests will now be mirrored between the contact view in SFDC and in the user profile page in Receptive. 

7. Updating User Data in Receptive (no action needed) 

If you change a connected* user's details (e.g. name, account, etc) in SFDC, they'll be instantly updated in Receptive as well.

Notes

In order for ID linking to work correctly:

1. 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.
2. If the defaults are used for these settings, the SFDC Contact/Account ID should be provided in the API/snippet data.

* 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.