While Totango may be the main platform for your CS teams, other teams in your company may use Salesforce for work, task management, and customer engagements. Using inbound and outbound integration jobs, you can ensure that your teams have relevant information in both systems for task, touchpoint, and campaign touches.

1. View and update Totango activity in Salesforce as account activity, task events, or a custom Salesforce object (bi-directional). 
   
   Example: Create a task in Totango and assigning it to a user. The user can review the task in Totango or Salesforce and act on it. Any updates to the task appear in both systems.&nbsp
2. View and update Salesforce activity in Totango (bi-directional).
   
   Example: Touchpoints created in Totango can 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 sync schedule.
3. View Totango campaign touches in Salesforce events (outbound only)

Set up bi-directional sync

To enable bi-directional sync, create two separate integration jobs (tasks inbound/tasks outbound or touchpoints inbound/touchpoints outbound). The bi-directional sync relies on the same object and data field mapping for Account ID & External ID. If there is an update conflict (e.g., the same task was updated both in Totango and Salesforce before the next sync job executed), the last update wins.

External ID is always stored in Totango as lowercase. Using Totango DB ID will also work (in case of an existing task/touchpoint or created from the UI/API).

Create an inbound integration job (tasks or touchpoints)

Before creating an inbound job, the account record must exist in Totango before syncing tasks and touchpoints data (e.g., an accounts inbound job is required before tasks and touchpoint inbound jobs). You cannot change the associated account of a task or touchpoint. However, you can create new tasks and touchpoint records in Totango during the integration (e.g., enable the toggle within the Settings area of the integration).

Create an outbound integration job (tasks or touchpoints)

Before creating an outbound job, the Totango account record must exist in Salesforce before syncing tasks and touchpoints data (e.g., an accounts outbound job is required before tasks and touchpoint outbound jobs). The integration only syncs taks/touchpoints if the related Salesforce account is already matched to Totango. However, you can create new tasks and touchpoint records in Salesforce during the integration (e.g., enable the toggle within the Settings area of the integration).

Create an outbound integration job (campaign touch)

Before creating an outbound job, the Totango account record must exist in Salesforce before sending campaign touches (e.g., an accounts outbound job is required before campaign touch outbound jobs). The integration only syncs campaign touches if the related Salesforce account is already matched to Totango. However, new campaign touches will be created.

Default field mapping

Each integration job is independent and can have different scheduling and mapping. Mapping templates automatically default per object, but you can update the mappings as needed, especially if using custom objects in Salesforce instead of tasks and events.

These are the default mapping templates:

Known limitations and best practices

• It is not possible to change the connected user name for Salesforce existing connection.
• It is not possible to map to reference fields.
• For importing touchpoints from Salesforce to Totango, touchpoints must contain Subject or Content.
• For importing tasks from Salesforce to Totango, tasks must have title.
• For outbound jobs, the “Created By” field in Salesforce can not be updated.
• Importing tasks or touchpoints from Salesforce to Totango that are created before the account they belong to was synced to Totango, requires a full sync.
• We recommend using the default mapping template that Totango provides for tasks and touchpoints inbound and outbound. However, for touchpoints, it is possible to use different mapping if needed:
  • For touchpoints outbound, you can map Totango Touchpoint Date to StartDateTime in Salesforce. For that you need to use double mapping and map Touchpoint Date to both ActivityDate and to StartDateTime in Salesforce.
  • If the above is used, for touchpoints inbound, you need to map StartDateTime  to Totango Touchpoint Date. 
• Participants are supported for Touchpoint inbound and outbound. The recommended mapping is to Event WhoID in Salesforce. Please enable Event WhoID in the Salesforce configuration for the Event object.

  In touchpoints inbound jobs from Salesforce to Totango, we create the participants in Totango but if after that the user changes the participants in Salesforce, we do not update it in Totango in the next inbound job run. Read more on how to enable Event WhoID in Salesforce (it is not the default out of the box).

• If there is an outbound job for tasks/touchpoints and a task/touchpoint that is part of both this outbound jobs is deleted in Totango, we will also delete it from Salesforce as part of the outbound job in order to keep data consistency. Similarly, if such task/touchpoint is deleted in Salesforce, it will be deleted in Totango as well as part of the inbound job.