Configure the Totango app in Salesforce

Who can use this feature?

The Totango app in Salesforce allows your teams to view Totango insights within the Salesforce UI. Once configured, any licensed Totango user can interact with the Totango app in Salesforce.

What you can do with the Totango app in Salesforce

  1. Access the Totango application from a tab within the Salesforce UI (embedded), without having to leave Salesforce. 
  2. View a Totango widget on the Salesforce account profile.
  3. Optionally add custom fields to the Lead and Opportunity objects. 
  4. Use value metrics, including Health Score, Engagement, and Active Users in Salesforce reports, dashboards, rules, triggers and more. 

1. Update the Salesforce Organization ID in Totango

The Salesforce Organization ID is required for configuring the Totango app. This setting is attached to the Single Sign-On settings, but enabling single sign-on is not required.

  1. Within Salesforce, open Company Settings Company Information.
  2. Copy the Salesforce Organization ID.
  3. Within Totango, open Settings from the left nav.
  4. Expand User Management > Authentication Settings.
  5. In the Single Sign-On Options area, select Salesforce, and then click Edit Settings.
  6. Paste the Organization ID, and click Save.
  7. When you receive a confirmation message, you can optionally clear the Salesforce check box if you do not want to enable Single Sign-On. The Organization ID remains saved in the settings.

2. Add the Totango managed package

Install the Totango Salesforce managed package.

Installing applications in Salesforce requires a Salesforce Enterprise or unlimited license.

  1. Access the latest version of the package.
    • Salesforce production: Use this link
    • Salesforce sandbox: Use this link
  2. Click Continue on the Package Installation page and Next on the following approval page.

  3. Make sure you select “Grant access to all users” under Security Settings and complete the installation procedure.

3. Configure the Totango tab in Salesforce

The tab enables Salesforce users to access Totango without leaving the Salesforce application. You can set permissions to allow access to all or some of your Salesforce users.

In the event that your network is behind a firewall, you will need to whitelist our servers so that we may retrieve data from your servers.

Non-custom domain setup

  1. In Salesforce, navigate to Managed Apps > Connected Apps > TotangoApp.
  2. Change OAuth policy for the connected app from “All users may self-authorize” to “Admin approved users are pre-authorized.”
  3. Assign profiles that you want to be able to access the Totango tab.
    • In the Profiles section, click Manage Profiles and pick individual user profiles
    • If you would like to provide access to all Salesforce users, choose Standard User.

The selected Salesforce users can now access Totango directly within a new Totango tab.

Custom domain setup

When using a custom domain in Salesforce, you must configure the Totango URL as one of the trusted IPs.

  1. In Salesforce, navigate to Set Up > Security Controls > Network Access.
  2. Click New to add a new entity under Trusted IP Ranges.
  3. Enter the Totango IP list (both as start and end addresses). 
  4. Click Save
  5. Go to Managed Apps > Connected Apps > TotangoApp.
  6. Click the View OAuth Usage to get to Connected Apps OAuth Usage.
  7. Locate the Totango Gateway entry and click Install.
  8. Confirm the installation.
  9. Verify the installation by going to the Connected Apps OAUth Usage page, and verify it is installed and unblocked.
  10. The setting should apply after a few minutes and load successfully. 

4. Add the Totango widget

Add the Totango widget to the Salesforce Account object page layout. You can add custom fields to the Lead and Opportunity objects as well. 

This feature is not supported if you are using custom objects to bind with Totango accounts under a Salesforce legacy connection.

  1. Log into Salesforce with an administrator user.
  2. Click Setup, and then choose Customize > Accounts from the left navigation menu.
  3. Choose Page Layout.
  4. Select the appropriate account layout to edit. (If you’re not sure, you probably want the last one on the list.)
  5. Select & drag the “Section” field from the toolbox to the place on the layout you wish to put the Totango information. Name the section “Totango,” and choose “1 Column” as the layout. Then click OK.
  6. Click Visualforce Pages, and locate “Totango Account Insights.” Drag it to the section you just created.
  7. Click on the Properties icon on the top-right of the Visualforce section.
  8. Change Height to 290, and click OK.
  9. Save the account layout.
    • If you are using Totango to manage Leads or Opportunities, repeat this process for those objects.
    • If you want the Totango insights in a different Salesforce object, use the mapping table to define the object and target fields in Salesforce, and make sure you create these custom fields in Salesforce.

The widget is added to the layout. Use the Show more button in the widget to view more information (requires a Totango login to view).


5. Create an integration job to send Totango insights to the widget

To populate the widget, create an outbound integration job using the Totango Insights Outbound object. Totango provides a default mapping template to match the Totango widget fields. Settings and scheduling of this job is like in any other integration job.

If you want the Totango insights in a different Salesforce object, it is possible. Use the mapping table to define the object and target fields in Salesforce, and make sure you create these custom fields in Salesforce.

An integration job requires a Salesforce connection.

Default mapping for Totango Insights Outbound:

It is highly recommended not to change it.


More details on the fields:

  • Totango Account Health: Current account health (Good, Poor, Average) and an icon with health color.
  • Totango Health Profile: The health profile name that the account belongs to.
  • Totango is Online: The online status from the usage monitor. Green dot indicating the account is online.
  • Totango Last Update: Date stamp for when the data was last updated. 
  • Totango License Utilization: The rate between the number of active users in an account and the total number of licenses purchased.
  • Totango URL: Link to the account profile in Totango.
  • Totango Usage Frequency: At-a-glance metric that helps you determine how often an account is used.
  • Totango Active Users Last 14 Days: The total number of active users in an account.
  • Totango Engagement: The account Engagement Score
  • Totango Engagement Change: Change in Totango Engagement Score
  • Totango Insights: Accounts tags

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