1. Totango
  2. Data & Integrations
  3. Salesforce Connectors

Integrate data with Salesforce

Who can use this feature?

Create a one-time or scheduled integration job using a Salesforce connection. You can create scheduled Salesforce jobs for the following cadences:

  • One time
  • By minutes
  • Hourly
  • Daily
  • Workdays (M - F)
  • Weekly
  • Monthly

Create an inbound integration job

Totango allows you to import data from Salesforce for the following Totango objects:

  1. Accounts
  2. Users
  3. Collections
  4. Totango users
  5. Tasks (inbound)
  6. Touchpoints (inbound)
  1. Account assignment
  2. Usage
  3. Opportunities (inbound)
  4. Opportunity team members
  5. Accounts foreign keys

After you select the object, you can map the source fields to Totango attributes.

For account integrations, refer to Salesforce data fields and mapping account hierarchy structures.

  1. From within Settings, expand Data Management > Customer Data Hub.
  2. From the list of active connectors (left), choose CRMs.
  3. From the list of available connectors, hover over the Salesforce connection you want to use, and click View Integrations.
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  4. Click +Create Integration.
  5. Choose from the available objects to import.
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    A new integration page appears, based on the selected object (e.g., New Accounts Integration).
  6. In the Select Data Source area, default object fields for the selected object appear. You can add new fields by clicking into the box to see available fields from the selected object.
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    Dot notation is supported for selecting fields that are related to the selected object (e.g., Owner.Name).

  7. Use the Query Filter area to limit the data set for any of the selected object fields (e.g., where AccountType_c ="customer" AND AccountStatus__c IN ("Active","Disabled").
  8. Click Load Preview. The Preview Data area shows the first 10 rows that match.
  9. In the Map and Format Data Fields area, Totango attempts to map the columns in the data source (Salesforce) with attributes in Totango. Required attributes (keys) are mapped at the top of the list.
  10. Ensure that each source field (left) maps to the desired Totango attribute (right).
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    • For each source field, you can edit the source format. This option is often used for dates, where Totango will transform the raw data from your file into the formatting you specify.
    • For each Totango attribute, you can choose a different attribute to map to if the auto-mapping wasn't correct.
    • Totango may also denote attributes to add as new if it didn't find an existing attribute. (Supported data types for adding new from the integration job include Text, Number, Currency, Date, Foreign Key.) 
    • Hover next to a mapping to remove it from the integration job. This option is useful if you don't want to modify the source file but want to skip a column.
    • Hover next to a mapping to optionally add a note to reference later or document the logic behind this mapping.
    • You can add new mapping to re-use a column from the data file or open the Function Editor and add a constant to all rows or some other logic.
  11. Click Validate Mapping. The validation must be successful in order to proceed.
  12. Preview the data in the file to ensure it looks correct.
  13. From the Settings area, set the following:
    • Name: Because you can later upload data for the same object, a name and description helps  you identify the job later.
    • Description: Add a description for the job.
    • Allow new accounts/objects creation: Allow new records to be created during the integration. If disabled, only records that already exist in Totango will be affected by the job (e.g., attribute values may be set but new records will be ignored).
    • Automatically resolve matching conflicts: If a conflict exists, choose the more recent value over the existing.
  14. From the Schedule area, set the following:
    • Run: Choose the recurring schedule you want this job to run.
    • Sync immediately after saving: Run the job now and then run according to the schedule thereafter, or run it according to the next schedule only.
    • Enable integration scheduling: Allow the scheduling job. If unchecked, the job will be saved in a disabled state.
    • Run a full sync and rebuild objects matching: Specify how often Totango should go into the Salesforce environment and grab all the data, regardless of whether it’s changed or not. If you’re doing an hourly job, we recommend running a full sync once a day.
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  15. Click Save.
  16. The job is saved, and you can monitor upload progress in real time. The sync status changes automatically as the job completes.
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  17. Click inside a job to view more details.
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Data will be immediately reflected in the UI once the processing is done for the selected job.

Validate the data integration

We recommend validating the integration to ensure the desired Totango records are syncing with Salesforce records.

Validation of Salesforce data in Totango

  1. Create a new segment in Totango for the object you want to validate.
  2. Add relevant filters to refine the list o records.
  3. Click Edit Columns to add the relevant columns. Examples for the account object include:
    • Account ID
    • Salesforce Account
    • Create Date
    • Contract ValueRenewal Date
    • (and any other critical attributes you are synching from SFDC)
  4. Ensure that theTotango records have bound to a Salesforce counterpart by looking at the Salesforce Account field. It should contain the SFDC-ID of the relevant account. Review the data attributes to ensure they have the correct values.

Validation of Totango data in Salesforce

  1. Pick an account in Salesforce.
  2. Locate the Totango panel within the Account Layout.
  3. Review the Totango Health, Engagement, Active Users and Usage Frequency and make sure they match the value in Totango. View the data in Totango by clicking on [Show more insights].
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Create an inbound job for account assignment

An account assignment job does not create new accounts in Totango. Accounts must exist in Totango before syncing account assignments (e.g., an accounts inbound job is required before an account assignment inbound job). However, a Totango user does not have to exist in Totango first. It can be created as Account Assignment contact.

Example object fields:

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Example mapping:

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Create an outbound integration job

You can export data to Salesforce for the following Totango objects:

  1. Tasks (outbound)
  2. Touchpoints (outbound)
  3. Totango insights (outbound)
  1. Campaign touch (outbound)
  2. Users (outbound)
  3. Opportunities (outbound)

For example, you can sync every user in Totango to Salesforce. 

Refer to write-back capabilities if you want to selectively enable individual attributes to sync back to the source system (e.g., two-way sync between Totango to Salesforce).

  1. From within Settings, expand Data Management > Customer Data Hub.
  2. From the list of active connectors (left), choose CRMs.
  3. From the list of available connectors, hover over the Salesforce connector, and click Connect (or View Integrations).
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  4. Click +Create Integration.
  5. Click the Export data tab.
  6. Choose from the available objects to export.
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    A new integration page appears, based on the selected object (e.g., New Users Outbound Integration). In the Filter & Preview section, you can click +More Filters to refine the list. Filters vary by selected object.
  7. Click Refresh Preview to see the matching data.
  8. From the Destination area, set the following:
    • Object: Set the Salesforce destination object.
    • Parent object: If the object is connected to a parent, choose the parent object.
  9. Click Connect.
  10. The mapping page is pre-loaded with a default mapping template. Modify the mapping table if needed.
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  11. Click Validate Mapping.
  12. From the Settings area, set the following:
    • Name: Because you can later export data for the same object, a name and description helps  you identify the job later.
    • Description: Add a description for the job.
    • Allow new accounts/objects creation: Allow new records to be created during the integration. If disabled, only records that already exist in Totango will be affected by the job (e.g., attribute values may be set but new records will be ignored).
    • Update existing contacts/objects in Salesforce: If a record exists, update the data.
  13. From the Schedule area, set the following:
    • Run: Choose the recurring schedule you want this job to run.
    • Sync immediately after saving: Run the job now and then run according to the schedule thereafter, or run it according to the next schedule only.
    • Enable integration scheduling: Allow the scheduling job. If unchecked, the job will be saved in a disabled state.
  14. Click Save.
  15. The job is saved, and you can monitor upload progress in real time. The sync status changes automatically as the job completes.
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  16. Hover over the job and click the Ellipses (...) for more options. 

Manage integration options for scheduled jobs

Hover over an integration job and click the Ellipses (..) to view options:

  • Edit: Change job mappings, settings, or schedule.
  • Run now: Run the job immediately. Will not impact the existing recurring schedule.
  • Fun full sync now: Tell Totango to go into the Salesforce environment and grab all the data regardless of whether it’s changed or not.
  • Download: View the file that was uploaded and analyze the data outside of Totango. Download any file from a previous job from the Job History window.
  • Duplicate: Create a copy of the job.
  • Disable scheduling: Disable the integration job. You can re-enable a schedule anytime.
  • History: View the history of the job. Filter by integration history or details. Download the source file for any job.
  • Trigger API: Find the API call structure details for triggering the integration right when your company data process ends. Read more.
  • Rebuild mapping: This action will remove all the matching information and start full sync of this integration to rebuild the matching. 
  • Delete: If you don't need the integration job anymore, you can delete. This is a permanent action.

FAQs

Question: I have one integration job for users and another for accounts. A user was not created by the integration. Why?

Answer: A possible cause is that the user job ran before the account job, which means the associated account for the user didn't exist. We recommend performing full sync to get the full picture of all users that meet the criteria currently. If you have additional questions, please contact Support for further assistance.

Question: Can I create inbound and outbound jobs on the same object to achieve synchronization between Totango and Salesforce?

Answer: Refer to this article for synchronization for tasks and touchpoints.

Question: Can I sync from Salesforce to list and status (lifecycle) attributes?

Answer: Pre-defined List and Status (lifecycle) attributes are supported. Make sure the values of your source field align with the list items or stages (case sensitive) to prevent failure.

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