Salesforce integration FAQs

Question: How often do Totango and Salesforce sync?

Answer: Totango syncs with Salesforce according to the integration job's schedule. In most cases, the sync process takes 2-3 minutes to complete but may take longer if you have a large customer base. If you've made configuration changes and need to force a sync, you can navigate to the Salesforce integration job and click Sync Now.

Question: How many API calls does Totango consume from my Salesforce API quota?

Answer: The exact number depends on the number of customers you have in your Totango service and the integration job schedule. Usually, it amounts to between 50-100 per day. Example:

  • Totango uses 1 API call to either read or write 10,000 accounts or users
  • Totango syncs with Salesforce once per hour according to the job schedule (24 times per day). 

Question: What is the Totango "Account bind field" and "User bind field"?

Answer: The account bind field is the Salesforce field that contains the unique ID of the account as identified in Totango. Depending on the implementation pattern your company uses, this can either by the Salesforce Account ID or a custom field on the Account that contains the tenant id on your application.

The user bind field is the Salesforce field with the unique id of individual end users in a contact record. By default, Totango will use the Email address on the contact, but if you use different values for the unique User ID in Totango, you can specify a custom field.

Question: How do I change the bind fields or custom object settings?

Answer: To make changes to your Salesforce configuration, contact Support to open a case. Please be sure to first establish your data connection

Question: How do I know if Totango has matched an account with a Salesforce counterpart?

Answer: Open the account profile and click to open the Setting menu using the Ellipses (...). If you will see 'Open with Salesforce', instead of 'Integration with Salesforce', it means that Totango match this account with Salesforce. Inspect the Account ID and Account OFID for issues. 

Question: How do I select Salesforce fields to pull into Totango as attributes?

Answer: From Settings > Data Management > Data Modeler in Totango. Update or add new attributes. Be sure to allow up to 60 minutes for the first sync to conclude after attribute configuration changes are made. Alternatively, go to  Settings > Data Management > Customer Data Hub > Salesforce and click Sync Now. The new values will typically update within a couple of minutes but may take longer for a large customer base.

Question: How does the Data Connection handle Salesforce leads?

Answer: Totango can bind a Totango Account with a Salesforce lead if it cannot find a match with a  Salesforce Account object. This works well if you are using Totango to monitor trial accounts. In most implementation, when a new trial account is created in the web application, a Salesforce Lead object is created. The Lead is then converted to an Opportunity/Account by the sales manager handling the trial customer.

To enable binding with Salesforce Leads, make sure you provide a bind-field for the Lead object when you set up your integration via the support email. For every attribute you sync with Salesforce, you will be able to specify the Salesforce Lead field to pull information from (in addition to the Account object). 

Question: Does Totango sync with opportunities? 

Answer: The default Totango behavior is to sync with an Account object and show the Totango information within every Opportunity object linked with the account. Alternatively, you can sync Totango accounts with an Opportunity object by using Custom Object binding

Question: Can I use the Totango Account layout for custom objects? 

Answer: No. This is not supported. Alternatively, you will need to create a custom section in your object's layout and add the relevant Totango fields to that section. 

Question: Can Totango create new Salesforce Contacts for users in my web application?

Answer: Yes. Totango can be setup to automatically create a new Contact object for new users it detects on each account. Contact Totango support.

Question: How do I find / re-create my Salesforce security Token? 

Answer: Please see this  article from Salesforce. 

Question: A single Salesforce Account can have multiple tenants in our application. How should I setup the Salesforce Data integration? 

Answer: You will need to sync Totango with a custom object that represents the application tenant. Contact Support for more information.  

Question: What value should I use for the Contract Value field? Monthly Revenue (MRR), Annual Revenue (ARR), Lifetime value (LTV)? 

Answer: You should use whatever is commonly used in your organization as the "value" of the customer. Totango sums this data as-is to calculate a portfolio value. 

Question: We use different internal names to refer to common attributes, like Success Manager or Contract Value. Can I change the name in Totango? 

Answer: Yes. You can change the display label  of the attribute by opening its settings in Data Modeler.

Question: I cannot use standard Salesforce rollup fields for a certain attribute I need. What alternative do I have?

Answer: We recommend checking out Rollup Helper. It's a free Salesforce extension that adds a lot of flexibility in the number and type of rollup fields you can create. 

Alternatively, you can write custom APEX code to roll-up fields programatically. You can use the LREngine project to simplify the coding exercise. 

Question: How does the Online indicator in Salesforce work? Is it really real-time? 

Answer: Yes! The online indictor field will turn green immediately when Totango detects activity on the account/user.

The online indicator is a Salesforce image field which is sourced directly from Totango, so every time it is rendered within Salesforce, the data comes directly from Totango's monitor on the customer's online status. 

Question: Can I sort accounts/users in a Salesforce view by the online indicator?

Answer: Unfortunately, Salesforce does not provide that capability. 

Question: What is the advantage of creating a separate user specifically for Totango synchronization?

Answer: Creating an API only user reduces the likelihood of your Totango synchronization failing due to user lockout and user password changes.

Question: What type of access rights within Salesforce should the Totango user have?

Answer: This user should be API level access only, and should have full read/write abilities on the objects you are using as Account/Lead/Contact.

Question: Can I pause the Totango Salesforce data sync through an API call?

Answer: Yes. 

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