Overview

In order to have a better team collaboration and better understanding the customer full picture in real-time, task, touchpoints, and campaign touch are easily synced from and to Salesforce to support use cases where the organization wants to use Totango as the ultimate system of record for activity history or to reflect Totango activity history in Salesforce.

You can also review any Totango based activity in Salesforce customer or contact level as well as building Salesforce reports on customer success activities that occurred within Totango.

Every task or touchpoint which is created in Totango will be synced to Salesforce as account activity or a task event (and will be logged in the contact activity for a touchpoint participant).
Whenever a Salesforce user changes any task or touchpoint information, it will be synced to Totango in the next hourly sync.
In addition, An admin is able to configure syncing ALL touchpoints or tasks created in Salesforce to Totango. 

This article has the following topics:

• What does this integration provide?
• Task & Touchpoint Bi-directional Sync
  
  • Task Bi-directional Sync
  • Touchpoint Bi-directional Sync
• Prerequisites
• Getting Started
  • Task and Touchpoint Information List 
  • Touchpoint Configurable Information
• Sync Statistics and Notifications
• Known Limitations
• Task And touchpoint Sync Advanced Topics

What does this integration provide?

• View opened activities, as well as customer success activity history directly from Salesforce account record.
• Ability to create Salesforce reports and dashboards based on Totango tasks, touchpoints, and campaign touches.
• Ability to see the full customer picture in Totango by syncing tasks and activity events created in Salesforce to Totango.
• Ability to use Totango’s SuccessPlays with Salesforce to create event-based triggered tasks in order to automate your best practices and assign accountability.
• On each task, Touchpoint, and Campaign Touch that will be synced to Salesforce you will have a new field that will redirect back to the relevant Totango account details page.
• For every task or touchpoint which has been synchronized to Salesforce, any information can be changed in Salesforce and the updated information will be sent back to Totango in order to have a single correct record of task work.

Task & Touchpoint Bi-directional Sync

We understand that although Totango is the main platform for your CS team, other teams in your company use Salesforce for work, task management, and customer engagements.

Task Bi-directional Sync

A basic CS task management flow starts by creating a task in Totango and assign it to a user. The user can be a Totango or a Salesforce user. This user can review the task assigned to him in Totango or Salesforce and act on it. Afterward, he can update the task information (like, completed the task, change its status, due date, assignee, or any task information) and this information will be synced to the other system (Totango or Salesforce) in order to present and log the most updated information about this task.

Every completion of a task will appear in the account timeline with the username appears in Totango (first and last name), if the user which completed the task in Salesforce is not a user in Totango, "A CRM user completed this task" text will appear in the timeline.

When updating Totango assignee field in Salesforce, use the username (first and last name) or the user id. 

In the edge case of an update conflict (the same task was updated both in Totango and Salesforce within the same hour), Totango task information overrides Salesforce task information.

Touchpoint Bi-directional Sync

Every touchpoint which is created in Totango will be synced to Salesforce as an account activity event.
Afterward, a Salesforce user can change the touchpoint information which will be synced to Totango in the next hourly sync. The sync includes all Totango touchpoint fields (even the configurable fields, like, type, Flow, reasons) read more about it in the Touchpoint Configurable Information section.
 
In the edge case of an update conflict (the same touchpoint was updated both in Totango and Salesforce within the same hour), Totango touchpoint information overrides Salesforce one.

Every picklist field in Salesforce (like touchpoint type) must include the values appear in Totango in order to sync this value (Totango sync will not create new picklist values). 

Prerequisites

• You must have a Salesforce Enterprise or Unlimited license to install the Totango SFDC Application.

• SFDC user with administrator privileges and API Enabled” permission.

• Totango user with administrator privileges.

• Setup the Salesforce data connection to enable data sharing between the two platforms. 

Getting Started

Install Totango task synchronization package by following this steps

1. Install Totango task package on your Salesforce instance using the following link: https://appexchange.salesforce.com/listingDetail?listingId=a0N30000000qFAqEAM
   
   
   
   
2. Install the package for all Salesforce users.
   
   
   
   
3. confirm that you have four new fields under activity custom fields.
   
   
   
   
4. Ask your Salesforce admin to change the Tasks page layout and the Event page layout by following these steps::

   Navigate to settings → customize → activities → Task page layout → edit and add the new 4 following Totango activity custom fields :
   • Totango Assigner
   • Totango Assignee
   • Totango activity external ID
   • Totango account profile link

   Navigate to settings → customize → activities → Event page layout → edit and add the new following Totango activity custom fields :
   • Totango Assigner
   • Totango activity external ID
   • Totango account profile link

   
   
   
   
   
   
   
5. You are done! Totango will sync Tasks and Touchpoints, and Campaign Touch to Salesforce every hour.  They will show up in the activity section of the account layout.
   See examples below:
   
   
   Task example:
   
   Touchpoint example:
   
   
   Campaign touch example:
   
   
   
6. Now you can configure if your company would like to sync touchpoints or tasks that were created originally in Salesforce by switching it ON in Totango Spark application -> Customer Data Hub -> Salesforce -> Add-on Packages page.
   
   
   Note, switching ON this sync can create a lot of touchpoints or tasks in Totango, please be mindful about configuring it. 

7. Salesforce Touchpoints sync can be configured to only sync from Totango to SFDC. While the sync is bidirectional, you can turn off the sync from Totango to SFDC. 

    

Task and Touchpoint Information List

• Task information:
  • Subject
  • Description (synced to "Comments" field)
  • Flow (synced to "Type" field and requires the synced value to exists in the Salesforce picklist)
  • Priority
  • Due date
  • Account related to (synced to "Related To" field)
  • Totango Assigner
  • Totango Assignee
  • Timestamp (synced to "Last Modified" field)
  • Totango activity external ID
  • Totango account profile link
    
    
• Touchpoint and Campaign touch information:
  • Subject
  • Description 
  • Flow (synced to "Type" field and requires the synced value to exists in the Salesforce picklist. This mapping can be configured, see "Touchpoint Configurable Information" section below).
  • Account related to (synced to "Related To" field)
  • Totango Assigner (synced to "Created By" field)
  • Timestamp (synced to "Start" and "End" field)
  • Participants (synced only contacts to "Name" field, Totango users selected as participants will not be synced)
    Important notes:
    • In order to sync participants, your Totango service must sync Salesforce contacts to Totango and the User id must be an email.
    • Participant information is synced by default to the multivalue “Name” field in SFDC (and the user cannot config it). In order to enable the participant information sync, your SFDC admin should enable this configuration in your Salesforce.
  • Touchpoint Type (not synced by default, need to be configured see "Touchpoint Configurable Information" section below).
  • Touchpoint Reason (not synced by default, need to be configured see "Touchpoint Configurable Information" section below).
  • Totango activity external ID
  • Totango account profile link

Touchpoint Configurable Information  

Most of the touchpoint information syncs to its native fields in Salesforce, there are 3 pieces of information that can be configured.
The touchpoint fields which can be configured are:

• Flow - synced by default to "Type" field, must be a single picklist field in Salesforce.
• Touchpoint Type - not synced by default, can be a text or a single picklist in Salesforce.
• Touchpoint Reason - not synced by default, can be a text, a single picklist, or a multiple picklist in Salesforce.

In order to configure the mapping of these fields, go to Totango Spark application -> Customer Data Hub -> Salesforce -> Add-on Packages page and type in the relevant field in the event object in Salesforce.

Important note, when syncing Flow, Touchpoint type, and Touchpoint reason values the sync looks for the exact same value in the other system, therefore, the value list must accurately match. 

Sync Statistics and Notifications

Task, touchpoints and campaign touches are syncing using Totango Salesforce integration, the sync statistics appear with all the Salesforce sync statistics in the Salesforce integration page.

The tasks match rate is the number of tasks which should have synced to Salesforce divided by the number of tasks in Totango which were created or changed since the last sync.

The events (touchpoints and campaign touches) match rate is the number of touchpoints and campaign touches which should have synced to Salesforce divided by the number of touchpoints and campaign touches in Totango which were created or changed since the last sync.

Known Limitations

• Tasks, touchpoints, and campaign touches will appear in Salesforce after approximately 1 hour.
• The sync will update both tasks, touchpoints, and campaign touches, it does not support updating one without the other.
• In case the relevant Totango users are not defined as active Salesforce users, the tasks, touchpoints, and campaign touches will be created and assigned to the Salesforce account owner but will show the true Totango username in designated field names “Totango Assigner” and “Totango Assignee”.
• In case a task or a touchpoint is created in Salesforce and the creator is not a Totango user, Once syncing these tasks and touchpoints to Totango the creator will be the integration user (with this email integration-xxxxx@totango.com).
  Note, tasks and touchpoints originated in Salesforce will be synced to Totango only if the setting to sync tasks or touchpoint originated in Salesforce is ON (it is OFF by default).
• Every completion of a task will appear in the account timeline with the username appears in Totango (first and last name), if the user which completed the task in Salesforce is not a user in Totango, "A CRM user completed this task" text will appear in the timeline.

Task And touchpoint Sync Advanced Topics

• Bi-directional sync in its nature requires both systems info to be aligned (both metadata and values).
  • The configurable touchpoint fields must have the right type on Salesforce side (see Touchpoint Configurable Information for more info)
  • Every picklist field in Salesforce and Totango (like touchpoint type) must include the same values in order to sync this attribute value. Values that are not found in Salesforce will be synced as empty. Values that are not found in Totango will fail this specific touchpoint sync with a proper error message.
• A task or a touchpoint will not be created in case the account that this task or touchpoint related to does not exist in Totango after syncing the information from Salesforce.
• A task or a touchpoint description which is synced to Salesforce is stripped out from its formatting as the corresponding field in Salesforce does not support rich text.
  Since tasks and touchpoints are bi-directionally synced, any change of a description will be synced to Totango and as a result, its formatting will disappear.
  Note, only if the description field is changed the formatting will disappear, other field changed will not affect the description formatting. 
• In the edge case of an update conflict (the same touchpoint was updated both in Totango and Salesforce within the same hour), Totango touchpoint information overrides Salesforce one.
• Every picklist field in Salesforce (like touchpoint type, Touchpoint reason, or Flow) must include the values appear in Totango in order to sync this value (Totango sync will not create new picklist values). 
• In the case of syncing touchpoints or tasks that were created originally in Salesforce to Totango, contact and account creation configuration will be respected.
  It means that if the contact configuration is not to create Salesforce contacts in totango the touchpoint sync will not create the relevant contact but the touchpoint will be created and the contact will be mentioned only by its email (not full name).
  Contact configuration:
  
• Touchpoint Participants information
  Touchpoint participant information is synced to a special "Name" field in Salesforce.
  "Name" field is a reference to a contact or a lead object, therefore, participant information which is synced to the account activity event is natively presented as a contact activity event.
  This functionality has several limitations:
  
  • In case there is a contact that does not appear at the other system (Salesforce or Totango), it will not appear as a participant and will be removed in the next sync from the source system. This is the reason it is important to keep your contacts synced from Salesforce to Totango.
  • Internal users added as participants in Totango will not be synced to Salesforce as the Salesforce "Name" field only supports contacts and leads.
  • Touchpoint which was created in Salesforce with participants will be synced to Totango, but in order to avoid the probable misalignment mentioned above, Totango blocks any sync of participants changed in Salesforce.
• A task or a touchpoint which is created with an empty Flow in Salesforce will be converted to the default Flow once synced to Totango. Once it will be synced back to Salesforce, the default Flow will be updated in Salesforce instead of the empty one.
  The recommended solution is to define a Flow default value in Salesforce or to remove the Flow mapping (read more about it in the Touchpoint Configurable Information section

For more information, contact your CSM