Manage account assignments with Salesforce Enterprise Territory Management (ETM)

Who can use this feature?

Salesforce Enterprise Territory Management (ETM) is a multi-layered, hierarchical rules engine that controls how users are assigned to accounts based on territory models. This integration allows you to sync ETM-based account assignments from Salesforce into Totango, ensuring account ownership and user roles stay aligned across both systems.

Using this job, Totango pulls user, role, and account assignment data directly from Salesforce ETM—rather than the standard Account Team Member model. This enables Totango to accurately reflect ETM-driven territory assignments and role definitions on customer accounts.

Before you begin

In Salesforce, make sure that:

  1. Accounts are assigned to ETM territories (via assignment rules or manual assignment).
  2. Territory models include defined ETM roles.

In Totango, make sure that:

  1. Each ETM user’s email matches an existing Totango user email.
  2. ETM roles match the roles defined on Totango’s Account Assignment page. 

Create an inbound job for account assignment (ETM)

  1. Go to Customer Data Hub (Settings > Data Management > Customer Data Hub).
  2. From the list of available connectors, hover over the Salesforce connection you want to use, and click View Integrations.
  3. Click +Create Integration.
  4. From the available job types, choose Account Assignments.
  5. From within the new Account Assignment job, click within the Object drop-down.  Locate the AccountUserTerritory2View option from within the drop-down. Tip: You may need to type in the object name to locate it.

  6. From the Object Fields drop-down, add the following:
    Used for mapping and filtering

    • AccountId
    • User.Email
    • User.Name
    • RoleInTerritory2

    Used for filtering

    • Id  (record identifier)
    • Territory2Id (territory identifier)
    • LastModifiedDate (useful for incremental syncs)

  7. Optionally add a Query Filter to filter results using a WHERE clause. Examples:

    • Single account: AccountId = '0018c00002VY27fAAD'
    • Accounts by role assignment: RoleInTerritory2 = 'CSM'
    • Accounts in a specific territory: Territory2Id = '0MIJ7000000wkBcOAI'
    • Incremental syncs by date: LastModifiedDate > 2025-01-01T00:00:00Z

    Not using a query filter returns all account assignments, which may be slower for large organizations.

  8. Click Load Preview.

  9. Once the preview is successful, map the following:

    Salesforce (Salesforce API Name) Totango
    Account Id (AccountId) Account Id
    User Email (User.Email) User Email
    User Name (User.Name) User Name
    Role in Territory (RoleInTerritory2) Account Role ID
  10. Click Validate to confirm the configuration.
  11. Click Save and Sync to run the job. 
    After the job runs successfully, users from Salesforce ETM are assigned to the correct Accounts in Totango. The user’s account roles will be applied based on ETM territory models. 

Known limitations

This Account Assignment job can add or update user roles on accounts in Totango, but it does not automatically remove them.

If a user is removed from a territory or territory model in Salesforce ETM:

  • The user’s role on the account is not removed in Totango
  • The user remains associated with the account in Totango

To keep account assignments accurate, any user or role removals made in Salesforce ETM must also be updated manually in Totango.

What this means for you:
This integration works best for keeping assignments up to date when users are added or roles change. For removals, plan on a quick manual cleanup in Totango to stay in sync with Salesforce.

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