Synchronizing Totango Tasks and Touchpoints With Salesforce

Summary

Task, touchpoints, and campaign touches in Totango can be easily synced into Salesforce to support use cases where the organization wants to use Salesforce as the system of record for activity history. 

You can also now build Salesforce reports on customer success activities that are happening within Totango.

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 use Totango’s new 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 SFDC you will have a new field that will redirect back to the relevant Totango account details page.
• For every task which has been created in Totango and synchronized to SFDC, the key task information can be changed in SFDC and the updated information will be sent back to Totango in order to have a single correct record of task work.
  The key information includes task completion, due date, and assignee.

Task 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 and task management.
A basic CS task management flow starts by creating a task in Totango and assign it to a Salesforce user. The Salesforce user can review the task assigned to him within Salesforce and act on it. Afterward, he can complete the task or change the task key information, and this information is synced to Totango to present and log the most updated information about this task.

The key information includes task completion, due date, and assignee.

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.

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.

• Make sure that under event type picklist you have "Call" as one of the options.

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:
   
   
   

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” (see example image below).
• Only the task key information (task completion, due date, and assignee) can be updated in Salesforce and synced back to Totango. Other tasks, touchpoints, or campaign touches updates made in Salesforce, will not propagate back to Totango.

For more information, contact your CSM