Integrate Salesforce CRM Sync
Note
The terms audiences and segments are interchangeable. Optimizely has updated all segments to audiences on the Audiences page and is updating the UI on other pages. See Understand audiences to get information on audiences.
Sync your Salesforce CRM data to Optimizely Data Platform (ODP) to enrich customer profiles and power segmentation, AI, and reporting. After you set up this integration, you can configure an ODP activation to sync data from ODP to Salesforce CRM.
The data syncs when you complete the configuration below and continues to sync hourly afterward.
Update API app consent setting
You only need to complete the instructions in this section if your app consent setting for the API channel is set to Opted Out. This setting must be set to Opted In for this app to successfully send data.
- Go to Settings > App Consent Settings in ODP.
- Set the Api app's Default Consent to Opted In.
- Click Update Consent in the confirmation prompt.
Configure the integration
- Go to Data Setup > App Directory in ODP.
- Select the Salesforce CRM Sync app.
- Click Install App.
- Click the Settings tab.
- Enter your Salesforce Instance URL and click Authorize. This redirects you to Salesforce; complete the prompts until you are redirected back to ODP.
Note
For help with finding your Salesforce instance URL, see Salesforce's help article.
- Expand the Sync section, enable the Salesforce objects you want to sync to ODP, and click Save.
- (Optional) Click Fire Historical Import Job if you want to sync historical data.
(Optional) Create additional field mappings
The Contacts, Accounts, Opportunities, and Leads sections each include a table that lists the Salesforce fields that sync to ODP by default. You can create field mappings for each if you want to sync additional fields not listed in the tables.
- Expand the section where you want to create field mappings: Contacts, Accounts, Opportunities, or Leads.
- Select the Salesforce field from the first drop-down list below the table.
- Select the ODP field you want to map the Salesforce field to from the second drop-down list.
- Click Save Field Map.
Repeat these steps for each field mapping you want to add in each field type section.
Note
If a Salesforce field does not have a corresponding field in ODP, you need to first create that custom field in ODP. Then, you can map the custom field to your desired Salesforce field using these instructions.
(Optional) Delete field mappings
Important
If you have a field mapping between ODP and Salesforce and delete that field in Salesforce, you must delete that field mapping from the integration settings.
- Expand the section where the field mapping you want to delete is defined: Contacts, Accounts, Opportunities, or Leads.
- Select that mapping from the Field Map drop-down list.
- Click Delete Field Map.
Repeat these steps for each field mapping you want to delete in each field type section.
Use Salesforce data in ODP
As your Salesforce data syncs to ODP, it creates corresponding customer profiles. You can then create audiences to pull those customer profiles based on Salesforce CRM data. For example, create audiences to differentiate customers as Salesforce Leads or Contacts or to pull customers based on a Salesforce account stage or opportunity they are associated with.
Create a segment for Salesforce Leads
- Go to Customers > Audiences > Create New Audience.
- Enter a name and click Create. Select the following:
- Who? – Customers with certain attributes
- With attribute – Salesforce CRM Sync Is Lead
- Salesforce CRM Sync Is Lead – Is and True
- Click Done.
- Click And and select the following:
- Who? – Customers with certain attributes
- With attribute – Salesforce CRM Sync Is Converted
- Salesforce CRM Sync Is Converted – Is and False
- Click Done.
- Click Save.
Create an audience for Salesforce Contacts
- Go to Customers > Audiences > Create New Audience.
- Enter a name (like Salesforce Contacts) and click Create. Select the following:
- Who? – Customers with certain attributes
- With attribute – Salesforce CRM Sync Is Lead
- Salesforce CRM Sync Is Lead – Is and True
- Click Done.
- Click And and select the following:
- Who? – Customers with certain attributes
- With attribute – Salesforce CRM Sync Is Converted
- Salesforce CRM Sync Is Converted – Is and True
- Click Done.
- Click Save.
Create an audience for a Salesforce account stage
- Go to Customers > Audiences > Create New Audience.
- Enter a name (like All Active Salesforce Customers) and select the following:
- Who? – Customers with certain attributes
- With attribute – Account Stage
- Account Stage – Is and Active Customer
- Click Done.
- Click Save.
Sync data from ODP to Salesforce CRM
First, create an activation to sync your ODP audiences and data to Salesforce CRM on a one-time or recurring basis. Then, within that campaign, add a touchpoint with Salesforce CRM Sync as the channel. Configure that touchpoint to sync to a Salesforce contact or lead.
Create an activation
- Go to Activations > Overview.
- Click Create New Campaign.
- Click One-Time to sync your audiences and data once. To set up an automated, recurring sync, click Behavioral.
- Click Create From Scratch.
- Enter a name for your activation representing the data you are syncing to Salesforce (for example, 2H 2023 Opps).
- Select your desired audience and click Apply or click Create New Segment, select your desired audience conditions, and click Save.
- Expand Enrollment Rules and toggle the must not have matched this campaign in the last 7 days setting off.
Note
This should not affect a one-time campaign, but turning this setting off ensures you will not have any issues if you rerun this campaign.
Add a touchpoint
- Expand Touchpoints within your activation.
- Click to edit Touchpoint 1 and select Salesforce CRM Sync.
- Complete the following fields in the Configure section:
- Create/Update Object – Select Contact or Lead. This determines whether the activation syncs a Salesforce Contact or a Salesforce Lead.
- Only update existing records in Salesforce – Toggle off to send email addresses to Salesforce, which creates new records in Salesforce if they do not exist. Toggle on to send only the Salesforce contact or lead ID, which only updates existing records in Salesforce.
- Mandatory fields – ODP automatically populates these fields for you. They are not editable.
- Number of Additional Fields – (Optional) Select the number of additional Salesforce CRM data fields you want to sync (up to 20).
Note
A drop-down list and input field display for the number of additional fields you selected. In each Field # drop-down list, select the Salesforce CRM field you want to populate. In each corresponding Field # Value, enter the ODP customer attribute you want to send into the selected Salesforce CRM field. For example, if you selected Job Function [string] from the Field # drop-down list, enter {{customer.job_function}} for the corresponding Field # Value.
- Click Save and then click your activation name in the breadcrumb trail.
- Click Select start time and schedule in the Touchpoints section.
- For a recurring sync (behavioral campaign), complete the following settings, then click Apply:
- Recurring or Continuous – Select Recurring.
- Start Date – Enter the date you want to send the data to Salesforce CRM.
- End – Defaults to Never. If you want to end the Salesforce CRM data sync on a specific date, set that here.
- Repeats – Set to Daily.
- Repeat Every – Set to 1 day.
- Timing – Enter the time you want to send the data to Salesforce CRM.
- Time Zone – Select the time zone in which you want to send this data.
- For a one-time sync (one-time campaign), complete the following settings, then click Apply:
- Send Date – Enter the date you want to send the data to Salesforce CRM.
- Send Time – Enter the time you want to send the data to Salesforce CRM.
- Time Zone – Select the time zone in which you want to send this data.
- Click Apply.
- Click Save and then click Go Live. Your sync starts at your designated start date/time.