Setting up the Salesforce.com Integration

Silverpop

January 2012

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Configuring the complete integration requires a setup within both SFDC and Engage prior to going live. These instructions are intended for a SFDC administrator who is familiar with installing a package, configuring custom fields, page layouts, permissions, Remote Site settings and other general administrative tasks. Beginning with the “CONFIGURE ENGAGE” section, an Engage Admin will be necessary to complete the Engage configuration.

Syncing Options between SFDC & Engage

PLEASE READ: Silverpop offers two types of syncing options with the SFDC integration. Please decide which option suits your needs best. This decision will determine if ALL unconverted Leads and Contacts will automatically sync from SFDC to Engage (or) you have reason(s) to require that only the SFDC records you flag for sync via a checkbox field are pulled into Engage.

1. Sync all unconverted leads and contacts from SFDC to Engage. This option will simply pull all

records from SFDC and add them to the Engage system. 2. Choose the records to sync instead of syncing all records. This is ideal for users that do not wish to

sync all SFDC records into Engage. This option is referred to as the Sync to Silverpop feature.

Please let your implementation specialist know which option you would like to use since it will require some changes to your Engage settings. You may proceed to configure SFDC and Engage, however this decision/setting must be made prior to activating the mapping.

Install the latest version of the Silverpop package as a SDFC administrator.

Please reference the CRMi Welcome Center or contact your Silverpop provisioning contact for the package URL.

1. Login into SFDC with the Silverpop AppExchange URL using your SFDC administrator credentials

and click ‘Continue’.

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2. On the approve package API access screen click ‘Next’.

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o Email Link

o Silverpop Email Activity o Silverpop Email Campaign Activity o Silverpop Email Campaign Link o Silverpop PH

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3. On Step 2 choose ‘Grant access to all users’ and click ‘Next’. *Professional Edition SFDC may not

get this step.

4. On Step 3 you will check ‘Ignore Apex Test failures’ and click ‘Install’. *Professional Edition SFDC

may not get this step. 5. The final step will be to deploy the objects. Please verify that all of the following custom objects

have been deployed by going to Setup > App Setup > Create > Objects.

Lead Configuration

1. Go to Setup > App Setup > Leads > and click on Fields. a. From the Fields section you will click on Map Lead Fields. This can be found in the

Lead Custom Fields & Relationship section. Fields to Map: i. Silverpop Behavior Score Contact.Silverpop Behavior Score

ii. Silverpop Lead Rank Contact.Silverpop Lead Rank iii. Silverpop Lead Score Contact. Silverpop Lead Score iv. Silverpop RecipientID Contact.Silverpop RecipientID v. Sync to Silverpop Contact.Sync to Silverpop

b. Click save.

2. Go to setup > App Setup > Leads > and click on Fields. *Professional Edition SFDC may skip this step.

a. From the Fields section you will click on the field label Email Opt Out.

b. Click on Set Field-Level Security and make sure the user profile Field-level security for profile is set to Visible for the integration user’s profile. Please make sure that Read Only is unchecked for that particular profile. After this is completed click on save.

c. Click on View Field Accessibility and click on editable next to the user profile. Make sure that the profile has visible checked for field Email Opt Out. The Page Layout visible box should also be checked.

3. Go to setup > App Setup > Customize > Leads > Page Layouts. a. If you plan on mapping to an Engage scoring model, place the following fields on

your page layout: i. Silverpop Behavior Score

ii. Silverpop Lead Rank iii. Silverpop Lead Score

b. If you are using the Sync to Silverpop checkbox feature, place the following field on your page layout:

i. Sync to Silverpop c. If you are using Professional Edition SFDC, place the following field on your page layout:

*These are optional if you are using Enterprise or Unlimited. i. CRMi Modified Date ii. Silverpop Recipient ID

iii. Last Sync Date iv. Last Sync ID v. Email

vi. Email Opt Out

4. Next click on Buttons from the layout options on the top and drag Send Silverpop Email to the

custom button section.

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5. Next click on Related Lists in the layout toolbox and drag down Silverpop Email Activities. a. Click on the wrench button in the Silverpop email activities section. b. Move over the following fields: (please note that you can select additional fields as needed (max 10))

i. Silverpop Email Name ii. Subject

iii. Sent Date/Time iv. Status v. Open Date/Time

vi. In the same open window click on the plus box in the Buttons section and uncheck New and click OK.

6. Click on Visualforce Pages and drag down a new section and call it Silverpop Contact

Insight. a. The section should be a 1-column layout.

b. Drag SP_EngageMashupLead into this section. c. Click on the wrench icon in the mashup (this is located in the top right corner).

Adjust the height to 450 pixels and check ‘show scrollbars

7. Save your page layout changes.

8. REPEAT for any additional Lead page layout you wish to add this information.

9. VERY IMPORTANT -If you are going to enable the Sync to Silverpop checkbox feature you will need to ensure that two validation rules on your Lead object are Active.

a. Go to Setup > App Setup > Customize > Leads > Validation Rules. i. Activate the Disable Changing Enable Sync validation rule then click save.

ii. Activate the Prevent Change From Engage validation rule then click save.

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Contact Configuration

1. Go to setup > App Setup > Contacts > and click on Fields. *Professional Edition SFDC may skip this step.

a. From the Fields section you will click on the field label Email Opt Out.

b. Click on Set Field-Level Security and make sure the user profile Field-level security for profile is set to Visible for the integration user’s profile. Please make sure that Read Only is unchecked for that particular profile. After this is completed click on save.

c. Click on View Field Accessibility and click on editable next to the user profile. Make sure that the profile has visible checked for field Email Opt Out. The Page Layout visible box should also be checked.

2. Go to setup > App Setup > Customize >Contacts > Page Layouts. a. If you plan on mapping to an Engage scoring model, place the following fields on

your page layout: i. Silverpop Behavior Score

ii. Silverpop Lead Rank iii. Silverpop Lead Score

b. If you are using the Sync to Silverpop checkbox feature, place the following field on your page layout:

i. Sync to Silverpop c. If you are using Professional Edition SFDC, place the following fields on your page

layout: *These are optional if you are using Enterprise or Unlimited. i. CRMi Modified Date ii. Silverpop Recipient ID

iii. Last Sync Date iv. Last Sync ID v. Email

vi. Email Opt Out

3. Next click on Buttons from the layout options on the top and drag Send Silverpop Email to the

custom button section.

4. Next click on Related Lists in the layout toolbox and drag down Silverpop Email Activities. a. Click on the wrench button in the Silverpop email activities section. b. Move over the following fields: (please note that you can select additional fields as needed (max 10))

vii. Silverpop Email Name viii. Subject

ix. Sent Date/Time x. Status

xi. Open Date/Time xii. In the same open window click on the plus box in the Buttons section and uncheck

New and click OK.

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5. Click on Visualforce Pages and drag down a new section and call it Silverpop Contact

Insight. a. The section should be a 1-column layout.

b. Drag SP_EngageMashupContact into this section. c. Click on the wrench icon in the mashup (this is located in the top right corner).

Adjust the height to 450 pixels and check Show Scrollbars.

6. Save your page layout changes.

7. REPEAT for any additional Contact page layout you wish to add this information.

8. VERY IMPORTANT -If you are going to enable the Sync to Silverpop checkbox feature you will need to ensure that two validation rules on your Contact object are Active.

a. Go to Setup > App Setup > Customize > Contacts > Validation Rules. i. Activate the Disable Changing Enable Sync validation rule then click save.

ii. Activate the Prevent Change From Engage validation rule then click save.

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Campaign/Campaign Member Configuration

1. Go to setup > App Setup > Customize > Campaigns > Page Layouts. a. Drag the field ‘Silverpop_id’ to your page layout. b. Next click on Buttons from the layout options on the top and drag ‘Send Silverpop

Email’ to the Custom Buttons section. c. Click on ‘Related Lists’ in the layout toolbox and drag down ‘Silverpop Email Campaign

Activities’. i. Click on the wrench button in the Silverpop email activities section and move

over the following fields: (please note that you can select additional fields as needed (max 10))

1. Silverpop Email Campaign Name 2. Subject 3. Sent Date/Time 4. Number Sent 5. Open Rate 6. Click Through Rate

ii. In the same open window click on the plus box in the Buttons section and uncheck New and click ‘OK’.

d. Save your page layout changes. e. REPEAT for any additional campaign page layout you wish to add this information.

2. Go to setup > App Setup > Customize > Campaigns > Campaign Members > Page Layouts.

a. Drag the field ‘Silverpop Member Id’ onto the page layout.

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Setting up communication between SFDC & Engage

1. Go to setup > Administration Setup > Security Controls > Remote Site Settings a. Click New Remote Site. Enter the following in the Remote Site Edit screen:

i. Remote Site Name (CASE SENSITIVE): Silverpop ii. Remote Site URL: https://api[your Engage pod

number].silverpop.com/Salesforce/SoapApi 1. For example, for Pod 5 the URL (THIS IS CASE Sensitive) would be

https://api5.silverpop.com/Salesforce/SoapApi 2. Note: The URL will be truncated when saved in SFDC

b. Click Save & New. Enter the following in the Remote Site Edit screen: i. Remote Site Name (CASE SENSITIVE): Engage

ii. Remote Site URL: https://engage[your Engage pod number].silverpop.com 1. For example, for Pod 5 the URL (THIS IS CASE Sensitive) would be

https://engage5.silverpop.com c. Click Save.

2. Go to setup > App Setup > Develop > Custom Settings a. Click the Manage link in the Silverpop Settings Custom Settings row. b. Click New and enter the following (CASE SENSITIVE):

i. Name: Endpoint ii. Value: https://api[your Engage pod number].silverpop.com/Salesforce/SoapApi

iii. For example, for Pod 5 the URL would be https://api5.silverpop.com/Salesforce/SoapApi

c. Click Save & New. Enter the following (CASE SENSITIVE): i. Name: iframeUrl

ii. Value: https://crmmashup[your Engage pod number].silverpop.com iii. For example, for Pod 5 the URL would be https://crmmashup5.silverpop.com

d. Click Save.

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Setting Visibility on the Opportunity fields

In order for Opportunities to sync into Engage properly there are several fields on the Opportunity

object that must be visible to the SFDC profile that is used by the Silverpop Integrator user.

This can be done in SFDC by the following steps (Enterprise and Unlimited Edition). FYI: For Professional Edition SFDC, simply add the Opportunity fields below to the Opportunity page

layout. There is no Profile configuration.

1. Click the Setup link at the top-right area of the Salesforce page. 2. In the Administration Setup section of the left navigation bar, select Manage Users > Profiles. 3. Click on the profile name for SFDC User that will be used to facilitate the synchronization. 4. In the Field-Level Security section, click the View link next to Opportunity. 5. Please make sure visible is set on the fields below.

a. Amount b. Close Date c. Created By d. Expected Revenue e. Lead Source f. Opportunity Name g. Probability (%) h. Stage i. Type

*Please note: While you may choose not to Activate the Opportunity synchronization the “Setting Visibility on the Opportunity fields” section above is required to complete.

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How to Flag Records Using the ‘Sync to Silverpop’ feature

Please note that this step is necessary if you are using the ‘Sync to Silverpop’ feature described at the beginning of this document. If you are not enabling the ‘Sync to Silverpop’ feature, this step can be skipped because all unconverted leads and contacts will sync into Engage automatically when the integration is activated.

Once you have completed the SFDC package setup you will need to determine the Leads & Contacts you

wish to sync over. The ‘Sync to Silverpop’ field for both Lead & Contact object will determine if the Lead

or Contact will sync over to Silverpop Engage. Before we make any changes lets understand the values for

‘Sync to Silverpop’

Sync Behavior when using the “Sync to Silverpop” checkbox feature

Checked - This will sync the Lead/Contact over to Engage. Please note that once this is

checked you cannot uncheck/stop the sync to Silverpop Engage.

Unchecked - This will not sync the Lead/Contact over to Engage.

For the initial sync from SFDC to Engage, work with your SFDC Administrator to mass update those leads and contacts you wish to sync with Engage. During the export/import you will need to update the Sync to Silverpop field in both the Lead/Contact object. The API Name that you will need to update is ‘silverpop Sync_to_Silverpop_Chk c’. This is a SFDC custom checkbox field, so the values will either need to be True or False.

True -meaning that the field will sync to Silverpop Engage (checked)

False -meaning not to sync (unchecked)

After going live, you should implement a process within SFDC that checks the ‘Sync to Silverpop’ checkbox as needed for those leads and contacts that originate in SFDC. For example, some clients configure workflow while others ask their Sales reps to check the box as needed. In any event, this is an important process to implement within SFDC to ensure that leads and contacts that originate in SFDC are sync’d to Engage. Please work with your SFDC administrator to determine the best method to manage the ‘Sync to Silverpop’ custom SFDC field which is found on the lead and contact object.

*IMPORTANT: Once you have updated the records to sync over to Silverpop Engage you will not be able to disable the sync on the Leads or Contacts.

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At this time, please log into Engage as an Admin to complete the configuration. You will need a valid SFDC username, password and security token to complete the Engage configuration.

Create a Database

Use the steps below to create a database eligible for CRM synchronization. The Engage Database MUST be created per the steps below.

1. Log on to Engage and from the Data menu, choose Database > Create. 2. In the What type of database would you like to create section, select the Regular or Single Opt-

In option. 3. Name your database and choose a location where you want to save it (note that you must

choose a Shared folder or the synchronization will not work properly). 4. Click the Next button to continue. 5. Click the Edit Unique Identifiers button at the bottom of the next page (Create Database / List).

a. Ignore the Field Name box, we recommend that the fields are created on the fly when you are building the mappings to SFDC.

6. In the Edit Unique Identifier dialog box, choose the No unique identifier is needed, it will sync with a CRM system option.

7. Click Save. 8. Click the Create button to save your changes. You will then see the Database Summary screen

where you can review your Database settings. 9. Its recommended that you create the additional database custom fields during the field

mapping process in the following sections.

Proceeding to configure Engage and create mapping

Use the steps below to choose a database to associate with SFDC. Note that the database must be a non-key, Regular or Single Opt-In list that you created above.

1. Log on to Engage as an Org Admin. 2. Go to Settings > Org Admin > Organization Settings. 3. Expand the CRM and Scoring Settings section and click the Edit button. The Update

CRM and Scoring Settings page displays. 4. Click the Select button to choose the correct database. 5. After choosing a database, you can place a check mark in the Sync Setting check box to choose

to sync newly added Engage contacts with Salesforce a. Selecting this option will create a Lead in Salesforce for every new recipient added in

Engage. b. Not checking this requires that any Engage recipient that originates in Engage must be

flagged using various techniques to send the record to SFDC as a new Lead.

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Updating & Managing CRM in Engage

In order to manage the CRM settings you will need to go to Settings > Org Admin > Organization Settings…expand the CRM and Scoring Settings. Click edit and you will have the following options:

1. Sync Setting- Checking this option will allow you to create a corresponding lead in CRM if a new

contact is added in Engage. An example would be an opted in form in Engage. Do not check this box if you intend on first qualifying Engage contacts before they sync to SFDC as new Leads.

2. Enable CRM Campaign – Checking this option will allow you to create a CRM Campaign when sending an email in Engage. Please note that this will only apply to ‘Send Immediately’ & ‘Scheduled Send’.

3. Enable Engage Email Sending from CRM – Checking this option will allow users in CRM to send Engage templates that are shared with the CRM.

4. Select Send User – this is the user Engage will use to send the mailings whenever the sending of Engage emails are invoked in CRM.

5. CRM Org ID – this section is required in order for Contact Insight and Sending from CRM to function properly. The CRM Org ID can be located in SFDC by accessing Setup Administrator Setup Company Profile Company Information.

Complete the Engage configurations with the Manage CRM screen

You can now configure your own settings and mappings using the Manage CRM tool in Engage. This is

where you will enter your Salesforce User credentials and security token. Silverpop uses Salesforce

Security Tokens in order to communicate with Salesforce servers and interact with a client’s database

for synchronization. You will need to request a security token from within your Salesforce account.

SFDC will send you the token through email, which you should then copy and paste into the Credentials

tab of the Manage CRM window, as shown in the steps below. *If you do not use Security Tokens

within SFDC, please contact your Silverpop implementation contact.

1. From the Update CRM and Scoring Settings screen, click the Manage CRM button and open

the Credentials tab.

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Figure 1 – Credentials tab of Manage CRM window

2. Type your SFDC Login Name, Password, and Security Token.

Note: if your credentials are set to expire (such as companies who require users to create a new password every 90 days), when you receive the SFDC notification that it's time to create your new password, you will also automatically receive a new security token by email. Make sure you enter the new security token on the Credentials tab. The integration will stop until valid credentials are entered.

3. Click the Validate & Save Credentials button to commit your information. 4. Select the Engage User for Integration on right side of screen and proceed to Setting tab. 5. In the Setting tab, select the options appropriately and Save.

Individual Metrics – This is a purging feature in the event you want to remove individual email metrics sent to SFDC after a certain number of days. Please not that the metrics remain unaffected within Engage.

Opt-Out Email – Check this box to create an automatic mapping between the “Email Opt Out” checkbox found on Leads and Contacts to the equivalent field within Engage.

Create Field Mappings

When you first access the Field Mappings tab, Engage makes a dynamic call to SFDC and obtains all of

your standard and custom fields from SFDC and groups them by page lay o ut section, as shown in the

image below. This availability and organization of the fields is determined by your default page

layout as defined within SFDC. You can collapse and expand the sections as needed. You will need to

provide mappings for Leads, Contacts, and Accounts (each of which has its own tab). You can see the

SFDC fields associated with each tab and match them with existing Engage fields or create new Engage

fields on the fly. *Please review “Mapping Tips” found at the end of this document for more useful

tips.

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Figure 2 –Field Mappings Leads tab

Use the steps below to create field mappings between your SFDC account and your Engage account.

1. Select the first field you want to map from the Salesforce.com section (Leads, Contacts, or

Accounts) and click the Create Field Mapping icon (Figure 3).

Figure 3 – Create Field Mapping icon

2. In the Create Mapping for the Selected CRM field dialog box, you have the option of creating a

mapping to an existing Engage field or a new Engage field (we recommend creating a new field if

you are mapping for the first time and no fields exist).

a. If you create a new Engage field, you will have the option of selecting the check box

labeled Use CRM Field Name. When selected, it will automatically populate the CRM

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field exactly as it is in Salesforce. This ensures one-to-one naming between SFDC and

Engage fields.

b. If you choose to use an existing Engage field (Figure 4), scroll through the list of options

in the Field Name / Field Type section (or search by typing any portion of the field name

in the Find box), and then choose the field name that matches the existing field.

Figure 4 – Select Existing Engage field

3. Click Save. Continue mapping your Lead, Contact and Account fields.

4. As show in fig 5 below, you may also delete and mappings you’ve created.

Figure 5 – Delete Field Mapping

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Review & Activate

Once you have mapped all fields as you want them to appear, access the Review & Activate tab where

you can review a summary of all the field mappings you have selected up to this point. You can easily

review these mappings by using the Print button to print the summary (or review it as a PDF file).

You can add notes to your mappings in the Notes section (in the right area of the screen).

Figure 6–Review & Activate tab

After verifying your mappings, click the Activate button, which will "secure" those mappings. You will receive a confirmation message verifying that your mappings have been applied and any new fields have been added to your Engage database.

NOTE: No synchronization will occur until the desired sync points have been activated on the Status tab. See below.

Status Tab Checklist:

Profile Data for Leads, Contacts and Accounts – Primary sync agent. Activating this sync starts the

synchronization of Leads and Contacts with Engage.

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Alerts to Chatter/Tasks - If you will be creating these types of alerts within Engage you’ll want to

ensure this is activated.

Lead/Contact Mailing History to CRM - This is the individual mailing activities that are sent to

SFDC and attached to the Leads/Contacts.

Sent Mailings Create CRM Campaigns - Enables the ability to send an Engage mailing inside

Engage while checking a box to also create a SFDC Campaign over in SFDC for that particular send.

Program Participants Added to CRM Campaigns - There is functionality within Engage web forms

and programs that enable you to configure a process that adds the Engage program participant to

a predefined SFDC Campaign.

CRM Opportunities to Engage - Brings SFDC Opportunities into Engage so that you could build

queries and program rules off of an Account's Opportunity "Stage".

Once Profile Data for Leads, Contacts and Accounts is activated, syncing will begin depending on whether or not you’ve chosen to enable the “Sync to Silverpop” feature:

A. Sync to Silverpop option NOT enabled. i. Sync all Unconverted Leads + Contacts/Accounts from SFDC into the Engage DB per

the field mappings. B. Sync to Silverpop option enabled.

i. Sync only the Unconverted Leads + Contacts/Account from SFDC into the Engage DB that have the “Sync to Silverpop” checkbox checked in SFDC.

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Mapping Tips:

The mapping interface uses the SFDC User’s default page layout from SFDC, so whichever SFDC fields you plan on mapping need to be on the default Lead/Contact/Account page layout for the SFDC user added to the Credentials tab within Manage CRM.

Field Level Security must also be checked to “Visible” to the SFDC integration user for any SFDC Lead/Contact/Account field you want to map.

You must create a scoring model before the Engage score fields are available to be mapped. These fields cannot be created within the mapping interface.

Many clients map the SFDC Lead Source field found on the Lead and Contact. Engage has a prebuilt “CRM Lead Source” field to map to. It’s not recommended that you create a new custom field for Lead Source if you plan on utilizing the standard Engage lead source functionality.

Once you’ve activated your mapping, DO NOT delete the SFDC or Engage field without first deleting the mapping.

We recommend you reuse the same Engage field for common fields found on the Lead and Contact or Lead and Account. For example, you can map the Lead and Contact "First Name" and "First Name" from Salesforce.com to a single "First Name" field in Engage. Another example is the standard SFDC Lead “Company” and Account “Account Name” can be mapped to the same Engage field. It’s your choice if you want the Engage field named Company or Account Name.

You cannot map multiple SFDC within the same SFDC Object to one Engage field. For example, two fields on the Lead cannot be mapped to one Engage field.

We recommend mapping the fields as “To Engage” for the initial sync from SFDC.

Create the Engage fields “on the fly” when you begin the mapping task. As a rule of thumb, map fields that will be useful for list building, email personalization and lead generation efforts within Engage.

You may map to the Owner of the Lead and Contact. These values can be useful as personalization on emails. Again, re-use the Lead Owner fields you create inside Engage for the Contact Owner fields.

When mapping Phone number fields from SFDC, be sure to select “Phone Number” as the Engage field type.

Once a field is mapped, do not change the name of the field inside Engage. Also do not change the API field name inside SFDC.

When mapping to SFDC picklist/multi-select picklist fields, you will still need to create the picklist options on the Engage fields. This can be done after the mapping has been activated.

You can also edit and delete field mappings. For more information, review the CRM online help topics within Engage.

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