Considerations for Using the Salesforce Connector

General

• You can have only one Salesforce connector per business unit.
• To view Account Engagement data in a clickjack-enabled Salesforce org, create a clickjack protection–compatible Visualforce page.
• To enable person account syncing, contact Salesforce Customer Support.
• When you import prospects into Account Engagement, the records sync with Salesforce. Unassigned prospects sync, but records aren’t created when there’s no matching email address in Salesforce.
• Syncs can occur as often as every 2 minutes. A larger volume of data takes longer to sync. If you‘re seeing slower sync times, contact Salesforce Customer Support.

Connector Version 2

The following applies when using Connector version 2.

• When your Account Engagement business unit is provisioned, the connector is created in a paused state. Before unpausing the connector to begin syncing, review the settings and configure Marketing Data Sharing if you want to use it. Records don’t sync until the connector is unpaused. Prospects can be manually synced with Sync with CRM on a prospect record, or Send to Pardot on a lead or contact record.
• The integration user has access to all records that can sync between the two systems. To control which records are shared, set up Marketing Data Sharing. If you don’t want to use Marketing Data Sharing, you can change the connector user to a user with your preferred permissions. For details, see Account Engagement Integration User.
• If you link multiple business units to one Salesforce org, you can’t use the integration user unless you’re also using Marketing Data Sharing

Syncing Fields Between Systems

• Salesforce updates to prospect fields can trigger automation rules in Account Engagement, if those rules are related to the updated fields.
• Prospects that are assigned to a user in Account Engagement are created as a lead when the prospect isn’t syncing with a record in Salesforce.

Mapping Users

Map Account Engagement users with assigned prospects to Salesforce users before syncing. If a prospect’s assigned user isn’t mapped to a Salesforce user, the prospect is assigned to the Salesforce connector user.

Syncing Prospects

• Account Engagement syncs on the individual level, not the company level.
• Records sync based on the CRM ID field. If a prospect doesn’t have a corresponding Salesforce record, Account Engagement creates a lead to sync with.
• If a prospect record doesn’t have a CRM ID and a record with the same email address exists in Salesforce, Account Engagement syncs to the record. If there are multiple records in Salesforce with the same email address as the prospect, Account Engagement syncs with the first record it finds.

Syncing Prospect Activity and Email

• Account Engagement activities, such as page views, form completions, site searches, and emails, appear in the Prospect Activities window in the prospect’s CRM record. However, only emails are created as a CRM activity or task.
• List emails and one-to-one emails are recorded in the activity section of a CRM record.
• Email syncing is controlled in the connector settings.

Syncing Opportunities

• Opportunity activities are included in the default scoring (+50 points for created opportunity, –100 points for lost opportunity). When the connector is enabled, prospect scores update accordingly. Score updates can affect automation or lead assignment rules already in place.
• If you don’t use opportunities in Salesforce, you can request to disable opportunity syncing. Contact Salesforce Customer Support for help.
• If Salesforce has duplicate records, the activity iframe appears in all the records. However, the Account Engagement data fields appear only in the synced record.