Overview

Use CRM integrations to configure integration faster and stream information directly to Totango DNX-CX to start analyzing and taking action on your customer data.

CRM integration saves time, reduces Totango Admin’s dependency on Ops and data teams, and enables easier integration management by reusing data connectors, editing and duplicating integrations, using automatic field mapping and real-time previewing and validation.

CRM integrations main capabilities:

• Reuse data source connectors
• Sync data from several instances of the same data source
• Filtering incoming information
• Integration configurable scheduling
• All CRM information is monitored in a unified view
  
  

This article includes the following topics:

• Configuring CRM Integration

• Maintaining Your CRM Integrations

• FAQs

Related articles:

• Configuring CRM Integration Connections
• Control Your Data Sync with Write-Back Capability 
  
  

Configuring CRM Integration

Configuring CRM integrations is simple and include these steps:

1. Configure your connection
2. Select the integration type and data source (object, fields, and filter)
3. Preview the data
4. Map and validate the data
5. Configure settings and integration schedule

Follow the steps below to configure your CRM integration:

1. Configure your connection

   • Go to your Totango instance and click on Global Settings > Data Management > Customer Data Hub > find the CRM source you wish to upload data from by searching or filtering connectors.

     
     (note: you will need Totango admin privileges). 

     
     
   • Follow the instructions in this article to configure the integration connections 
     
     
2. After creating the connection, click on "View Integrations" to enter the connection page.
3. Click on the green plus button and select "New Integration".
   
   These are the supported integration types:
   
   
   After selecting the type, choose the connector (you can reuse the connectors already configured), CRM object (as named in your CRM), and object fields.
   
   
   You can filter incoming data stream by defining it in the data source query filter text box. This query filter should follow the CRM application query language. 
   
   
   
4. Preview the data
   Click "Load Preview" button to review 10 objects retrieved directly from your CRM.
   The preview action is a mandatory action because it serves in testing the CRM connector and data source configuration, error messages will be presented in the preview section.
   
   
5. Map and validate the data
   After the preview and automatic mapping are done, review the keys and attribute mapping and make the necessary changes. You MUST validate the integration before saving it.
   
   Note, creating new attributes is done from the mapping section. Make sure to configure all the needed information for the new attribute creation.
   
   
6. Configure settings and integration schedule
   Initially, the integration name is automatically assigned based on the source connector and object, you can change it to a more meaningful name.
   It is also advised to add a description that reflects the integration essence.
   
   In case your CRM integration contains new accounts that you do NOT wish to create in Totango, turn OFF the “Create new objects” option.
   
   When the integration job is for objects under the account level (users, tasks, touchpoints, collections), you can separately control of you want new entities (users, tasks, touchpoints, collections) to be created and if you want new accounts to be created:
   
   
   Setup the CRM integration schedule
   
   Note,
   * You can sync the data now regardless of the scheduling defined by checking the relevant checkbox.
   * You can enable/disable the scheduling of this integration by checking the relevant checkbox.
   
   
7. Save the integration.
8. It is advised to review the integration notification settings to make sure the right people will be informed about the progress and outcome. Read more.

Maintaining Your CRM Integrations

• Click on the integration to view its details.
  
  
  
  
• Maintain your integration by clicking the integration menu
  
• Edit integration configuration & Duplicate: You can edit and duplicate a recurring integration. One-time integrations can be duplicated but not edited.
  
• Run Now: You can run incremental sync for already configured integration from the UI by clicking the “Run Now” option in the menu and this will not impact the existing schedule (if recurring).
  This incremental sync will update all information from previous successful sync.
• Run Full Sync Now:  You can run full sync for already configured integration from the UI by clicking the “Run Full Sync Now” option in the menu and this will not impact the existing schedule (if recurring). This full sync will update all current object information (for example, sync all account up-to-date information)
• Download: In order to analyze errors, you can download a file including all the information synced. You can download any file from any previous upload in the “History” modal.
• Disable scheduled: In case of maintenance work or an error, you can disable the integration schedule.
• History: You can analyze the integration history in the “History” modal. You can filter the integration history, view every integration details, and download the file which includes the synced data.
  
  
  
• Trigger API Endpoint: In case you want to trigger the integration right when your company data process ends, use the trigger API option in the menu to find the API call structure and details. Since it works exactly as triggering an integration you can read more about it here.
• Rebuild matching: In case you want to clear and rebuild the key matching between the source object and the target object. Read more.
• Delete: In case the integration is no longer needed, you can delete it. Note, this action is irreversible.
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FAQs

Q: What happens if an attribute used in integration is deleted from the data model?
A: You cannot delete an attribute that is mapped in a recurring job. You will be able to delete an attribute that was in use in a one-time upload.

Q: Can I sync data that includes non-existing accounts in Totango?
A: Yes, these accounts can be created automatically as part of the sync depends on the account creation settings. You should allow the integration to create new objects in the integration settings section.

Q: Can I use the same object field twice?
A: Yes. Re-using the same object field more than once in integration is possible, just pick the same object field from the dropdown.

Q: What is the best practice for syncing an Account Assignment attribute?
A: Account Assignment information usually contains the Account Assignment email and the Account Assignment name.
In case the source system contains only the Account Assignment email or both the Account Assignment email and name, we recommend using only the Account Assignment email and map it to the Account Assignment (tid) field.

In case the source system contains the only Account Assignment name info, then use it and map it to the Account Assignment field.
Keep in mind that syncing data based on name only can become an issue in case several people have the same full name. 

Q: Can I sync from Salesforce to Totango multiple picklist values?
A: A multiple picklist field type in Salesforce is supported for integrating using the Customer Data Hub Salesforce integration. Make sure to map it to a multi-value attribute in Totango.
Totango supports multivalue information from other CRM systems as well as long as it is in a comma-separated string format.

Q: Can I sync from Salesforce to List and Status (lifecycle) attributes?
A: Pre-defined List and Status (lifecycle) attributes are supported for integrating using the Customer Data Hub Salesforce integration (create them at the Data Modeler page). Make sure the values of your source field aligned with the list items or stages (Case sensitive) to prevent failure.