Overview

CustomerSuccessBox integrates with Salesforce CRM to pull Customer, Opportunity, and Contacts data to CustomerSuccessBox. We will be able to create or update Accounts, Subscriptions, and Users in CustomerSuccessBox from the data pulled from Salesforce CRM. 

Why should I integrate with Salesforce?

Integrating Salesforce with CustomerSuccessBox enables you to:

• Create and/or manage Accounts, Subscriptions, and Users in CustomerSuccessBox from Salesforce CRM

• Import or sync Won opportunities from Salesforce CRM to Subscriptions in CustomerSuccessBox

• Have a 360-degree view of your customers

• Configure Risk Alerts on the basis of Opportunity and Account properties

• Set up Financial Health based on Opportunity properties

• Segment Accounts in CustomerSuccessBox based on different properties set up for Teams (like CSMs, Sales Managers, etc), Companies (Licenses, Industry, etc), and opportunities (MRR, Plan name, etc).

• Ability to see the full customer picture in CustomerSuccessBox by syncing tasks and activity events created in Salesforce to CustomerSuccessBox.

Pre-requisites

CustomerSuccessBox requires the following from Salesforce CRM:

• You need to have a paid account with Salesforce.

• You are required to have Admin equivalent access to Salesforce to integrate it with your CustomerSuccessbox instance.

• Your access to Salesforce must be equivalent to an Admin level for authorizing integration with CustomerSuccessBox.

• Availability of Accounts and/or Opportunities, and Contacts in Salesforce

• Salesforce provides API access on the following editions:

  • Enterprise Edition

  • Unlimited Edition

  • Developer Edition

  • Performance Edition

We can integrate as long as your Salesforce Edition matches one of the above.

• Availability of a unique Account ID and unique email address /unique User ID on Salesforce Accounts/ Opportunity and Contact object respectively. This ID will be used to integrate across the systems. Learn more

 

 

In regards to Unique Account ID it’s highly recommended, to map the unique identifier of your Accounts from your product telemetry/ backend database across all the platforms you intend to sync with CustomerSuccessBox by creating a custom field in those platforms especially from where you wish to send your Accounts and Subscription data.

For a better understanding, kindly get in touch with your dedicated Implementation Engineer.

 

 

NOTE: Standard Salesforce integration will only pull data from Accounts, Opportunity, and Contacts object If the number of records is between 1,000 to 10,000, then the time required to reflect the data in CSB would take approximately 1 to 2 hours. If the number of records is > 10,000, then the time taken to reflect the data on CSB grows exponentially up to 24 hours.

How do I configure Salesforce CRM integration? 

Step 1: Authorizing access to Salesforce

1. Log in to your CustomerSuccessBox instance 

   

2. Navigate to the Integrations Hub from Settings > Integration 

 3. Find and click on the Salesforce card under the Other Available Integrations (in All or CRM section) and click Connect Now. 

4. Once you click on Connect Now, you’ll come up to this screen. Kindly click on Next in blue. 

 

5. On the next authorization screen, select either Sandbox or Production Salesforce instance, based on if that account is present in the Sandbox or Production. Click Authorize. You will be redirected to the Salesforce authorization page.

Enter your Salesforce credentials and it opens the Configuration screen where you can provide Account, Subscriptions, and User level configurations.

Once Authorized, you’ll see the below screen, kindly click Next.

Step 2: Configuring Salesforce Integration

You will now start configuring how and when to create and/or update Accounts, Subscriptions, and Users in CustomerSuccessBox from Salesforce. CustomerSuccessBox pulls Account, Subscription (optional), and User data from Salesforce using their Account, Opportunity, and Contact objects.

 

Note:  You can also choose to either sync all three - Account, Subscription, and User Information, or sync any one/two of them as well. Connect with your Customer Success Manager to find out what works best for you. Standard objects in Salesforce like Account, Opportunity, and Contact are equivalent to Accounts, Subscriptions, and Users objects in CustomerSuccessBox. Custom objects and their fields from Salesforce can be selected under Accounts/Subscriptions/User level and can be mapped to the respective Custom object in CS Box.

After authorization is completed, on the next page, you will need to configure how would like to sync data in CustomerSuccessBox from Salesforce. There are multiple settings to sync Accounts, Subscriptions, and Users data in CustomerSuccessBox, below are the options. One of these options are required to be selected:

Create Only: This option will only create Accounts/ Opportunity/ Contacts from Salesforce to CustomerSuccessBox. This will not update once any of the above Objects related data in CustomerSuccessBox is changed in Salesforce.

Update Only: This option will only update Accounts/ Opportunity/ Contacts data from Salesforce to Accounts/ Subscriptions/ Users that are already created in CustomerSuccessBox from other sources (eg: CSV Import/ API/JS). This will not create any new Account/ Subscription/ Contact from Salesforce.

Create and Update: This option will not just create Account/ Opportunity/ Contacts from Salesforce to CustomerSuccessBox but will also update their data that might be get updated in Salesforce each day.

Don’t Sync: This option is useful if you don’t want to bring anyone, or two of objects data Opportunity/ Contact data from Salesforce to CustomerSuccessBox. This option is also used if you do not wish to sync your Opportunity/ Contact data from Salesforce in CSB and intend to bring users through other sources.

 

Account Configuration: Create Accounts in CustomerSuccessBox

 

• If you wish to create Accounts in CustomerSuccessBox from the “Account or Opportunity” Object in Salesforce, then you will need to configure sync on the Accounts Configuration page.
  
  

• Once you select one of the options from “Create Only”, “Update Only” or “Create and Update” from the Select Account sync setting. Then select Salesforce object like Account or Opportunity from where you want the Accounts to be created in CustomerSuccessBox, under Select Account object in Salesforce. 

  

• Then select Unique Account ID: Choose the Salesforce field containing the unique Account ID. The selected field's value will not only be used to map data but will also be required as a unique Account ID across systems for other integrations in CustomerSuccessBox. To learn more, refer to the support article on Unique Account IDs 

• Choose any one of the account creation triggers for how you want an account to get created in CSB. You may create an Account when

1. When At least one deal is marked as Won. This will create only those accounts whose opportunity is marked as won in Deals at Salesforce.
   
   

2. When an account is created in Salesforce. When a new company is created in salesforce irrespective of the account opportunity is won or not.
   
   

3. When you are not sure or you are very selective in terms of what needs to be created as an Account in CSB. then use the boolean option.

What is boolean attribute type:
The presence of a boolean attribute on an element represents the true value, and the absence of the attribute represents the false value.

When a boolean type attribute is "True":
(This last option needs to be used when you want to selectively get the accounts/opportunity from Salesforce to CSB. You can create a new boolean property in Salesforce, create a workflow to set attributes as True when the criteria meet in Salesforce)

 

Getting Historical & Ongoing activities of Emails, Calls, Meetings, Notes & Tasks

If you wish to get the historical and ongoing activities of your customers to be synced with CSB, you should select the "Import historical data" option.  

You can choose which engagement data, you want to sync from SFDC to CSBox and
CSBox to SFDC.

The default CSM can be selected in case there's a CSM who has their profile created on SFDC but does not exist in CSBox.Then,we can select a default value and the default CSM will be assigned to the respective account.

Use case: This data is helpful for a proper Sales handoff process, you would need to sync pre-sales activities for CSM’s. You may want to see all the emails exchanged between customers & sales be available in CSB. Historic data is good for the sales handoff process but not ongoing data is useful for Account Management. 

 

Note:  All of the activities like Notes, Tasks, calls, etc, will be synced whether they have been created at the Opportunity, Account, or Contact level in Salesforce. Of course, all the opportunity details or contact details need to be present in CSB with the same email address. If you do not wish to sync any activities, do not select to sync any activities in the checkbox. If you want to get rid of previously synced data. please raise a support ticket on support@customersuccessbox.com, we will delete the previous data.

 

These activities can be viewed at the Account level in CustomerSuccessBox, when you scroll down a bit and on the right, you’ll get the option to see a tab named “Activity”. 

Subscriptions Configuration

If you do not wish to sync your subscription data from Salesforce or your subscription data is sourced on a different platform, kindly select Don’t Sync and if you do want to sync, please select from the other 3 options under the Select Subscription sync setting.

 

Note: If you have already synced & the Subscription data is not updated, and you do not wish to sync further and get rid of previously synced data. please raise a support ticket at support@customersuccessbox.com, we will delete the previous data.

 

• After choosing the subscription creation trigger rule, choose a Salesforce Opportunity field containing a unique subscription ID. The selected field's value will not only be used to map but will also be required as a triggers unique subscription ID across systems for other integrations in CustomerSuccessBox.
  

 

• Select a specific Opportunity Stage (e.g.Closed Won, Closed Lost, etc.) that should be considered to sync Opportunities with CustomerSuccessBox.

  

• Select a specific Opportunity Type ( if applicable), to be considered for sync. This must be considered if you categorize opportunities by type e.g. New Business, Existing Business. 

User Configuration

If your Contact data is not available on Salesforce, kindly select Don’t Sync and if you do want to sync, please select from the other 3 options under the Select User sync setting

 

• Select Unique User ID: Choose Salesforce contact field containing Unique User ID. The selected field's value will not only be used to map but will also be required as a Unique User ID across systems for other integrations in CustomerSuccessBox. Recommended User ID is the Email ID that is easier to track your product users across different systems. 

Step 3: Finalize Field Mapping

You now have to choose the specific data points that you want to sync from Salesforce Company, Deals and Contacts objects to CustomerSuccessBox Account, Subscriptions, and Users. 

 

The standard fields in Salesforce and CustomerSuccessBox are selected by default to make the integration convenient for you. Just review the selected fields and make any changes if required from the drop-downs. This needs to be done individually for Accounts, Subscriptions, and Users.

 

In case you want to sync data points outside of the available standard fields, you can create custom attributes in CustomerSuccessBox and map the Salesforce data to these custom attributes. 

Step 4: Review Configuration

Once you have mapped your Salesforce fields to their corresponding fields on CustomerSuccessBox, 

• Click Review to take a final look at the data to be mapped

• Choose Back, in case you want to update/change the mapping

• Click on Save
  

That's it!!! CustomerSuccessBox is now successfully integrated with your Salesforce CRM! 

 

How would I know if integration is a success?

You can check if the integration is a success, by going to your CustomerSuccessBox instance, gear icon on the top right corner→ Integrations, and under Connected Integrations, you should see the Salesforce card with checked “Enabled” status is green.

How do I check the data coming from Salesforce?

Step-1: You’ll receive a confirmation email

 

Step-2: The Integration log page shows "Successful"

Where will you see your data for Accounts and/or Subscriptions, Users?

• To see where your Accounts are synced in, navigate to the Customers tab on the top left in your CustomerSuccessBox instance, and the drop-down select Accounts, and here you’ll see the list of all your accounts synced in CSB from Salesforce.
  
  Similarly for checking Subscription and Users individually, under the same Customer header, you can click on “Subscriptions” or “Users”, however, if you want to view a particular Account with its associated subscription and users data, kindly click or search on any Accounts page.
  
  A dedicated page for that Account will open showcasing all its relevant data that was integrated. On the tab below the account name, you can click on the Users and Subscriptions tab and it will scroll you down to that accounts associated subscription and user data
  
  

• You can also Segment Accounts based on attributes synced in for Accounts, Subscriptions, and Users by applying different rules. This way you can rule out your checks for data sync in a holistic view.

 

Contact Us

In most cases, you would have a dedicated Customer Success Manager who will be your point of contact for any queries or assistance. You may also,

1. Initiate a chat directly from within CustomerSuccessBox. Use Chat (under ? icon) on the top right navigation bar.

2. Create a conversation from here

3. Send an email to support@customersuccessbox.com