Enabling Salesforce 2-way Sync
In addition to notes, health scores, and calculated metrics export from Custify to Salesforce, we also added the option to export manual attributes (that can populate existing Salesforce attributes with the attribute values from Custify).
Use Case example:
You have contact information that is getting imported from Salesforce. The CSMs identify that the contact details of a specific person have changed, so they change this information in Custify. If the 2-way sync is enabled, the changes will reflect back to Salesforce.
How to set this up:
The 2-way attribute sync is available at the Account and Contact level. In order for the data to be synced back to Salesforce, you will need to:
- Go to Settings – Integrations – Salesforce – Advanced Settings
2. Enable custom mapping.
3. You will see a list containing a column for Salesforce attributes, another one for Custify attributes, and a column for sync Direction.
The Direction can be:
- Import: Custify attribute is populated with the value of the Salesforce attribute.
- Export: Salesforce attribute is populated with the value of the Custify attribute.
- 2-way: Sync works in 2-ways, if there is a change in Salesforce, it will reflect in Custify and vice versa.
4. Select the sync direction and the matching attributes, and the setup is done.
!!! Side note: Only manual attribute changes are exported for now to Salesforce.
For an attribute to be exported, you have to make sure it is editable, and then populate its value in Custify.
For now, we have limited this option to manually edited attributes to maintain control over the modifications being made. Overwriting data can be a delicate process, and making bulk data changes via API, playbooks, or other integrations may result in unintended alterations within Salesforce and potential human errors.
Things to keep in mind:
- The sync will not create new attributes in Salesforce, it will only populate existing attributes with new values; if you want to populate an attribute that does not exist in Salesforce, the field has to be first created in Salesforce and the sync to be activated;
- Attributes populated through playbooks are not considered manually populated, so their values will not be exported to Salesforce;
- The two-way sync will only export manual changes made after its activation; any manual changes made before activation will not be exported.