Custom Objects in Account Engagement FAQs

1. How many custom objects are we able to use in Account Engagement?
2. Who do I contact to request an increase of Custom Objects in my Account Engagement instance?
3. Can I build Custom Objects reports in Account Engagement?
4. I want to sync more than 4 custom objects with Account Engagement, how much does that cost?
5. What for can I use Custom Objects in Account Engagement?
6. My Custom Object recently created in Salesforce isn’t appearing as mappable in Account Engagement, why?
7. Does Account Engagement Support Master-Detail Custom Objects?
8. Can Custom Objects fields be used in Emails or Dynamic content?

1. How many custom objects are we able to use in Account Engagement?

By default, Account Engagement accounts with Advanced edition can map up to 4 custom objects. For Account Engagement accounts with Plus edition, the feature is available at additional cost. Contact your Account Executive directly to get a quote.

2. Who do I contact to request an increase for custom objects in my Account Engagement instance?

Contact your Account Executive or Customer Success Manager to request an increase.

3. Can I build custom object reports in Account Engagement?

No. You can only report on Custom Objects using Salesforce.

4. I want to sync more that 4 custom objects with Account Engagement. How much does it cost?

Contact your Account Executive or Customer Success Manager to discuss. Account Engagement can sync with more than 4 custom objects, but Account Engagement Engineering must verify the scope and scale of all custom object integrations.

5. What can I use custom objects for in Account Engagement?

Custom object data can be used as criteria when creating dynamic lists, automation rules, and segmentation rules.

6. Why would a custom object created in Salesforce not appear in Account Engagement?

There are several possible causes to consider in this scenario.

Metadata hasn't been refreshed. The Account Engagement connector syncs Salesforce metadata every four hours. so it takes some time for new objects to be recognized. There are two ways to refresh metadata in Account Engagement:
- 1) Reverify your Account Salesforce connector (v1 connector) or use the "Sync Metadata" tool (v2 connector)
- 2) Click the refresh circular arrows next to the CRM Field Mapping menu when creating or updating a custom prospect field.
The custom object is missing a valid lookup field in Salesforce. Account Engagement needs at least one lookup field linking the custom object to the lead, contact, or account objects. If there’s a lookup field, review field-level security for the connector user for that field. If the Salesforce connector user can’t read the lookup field, Account Engagement isn't able to detect the object or make it available in Account Engagement.
"Read" permission hasn’t been granted to the Salesforce connector user in the Custom Object Permissions section. Account Engagement needs read access at minimum to sync a custom object.
Check this article for your reference: User Permissions.

7. Does Account Engagement support master-detail relationships for custom objects?

Yes, as with any other custom object.

8. Can custom object fields be used in Account Engagement emails or dynamic content?

No. To use custom object data in an email, you can create a formula or lookup field on the lead or contact object that pulls data from the custom object. You can map that formula field to prospect custom field in Account Engagement. You can use merge tags for that field in email. Changes to formula fields don’t trigger sync between Account Engagement and Salesforce. If you decide to use this method, you must ensure Account Engagement data is up to date before sending an email.

Further information can be found in the documentation for Custom Object Syncing.

9. Why is Custom Object data not automatically syncing with existing prospect records for recently added custom object in Account Engagement?

Salesforce doesn't sync to the related prospect/prospect account record in Account Engagement automatically after adding a custom object and will only do this by default for any records which sync after the addition of the custom object in Account Engagement. To sync custom object data for existing prospect's in Account Engagement, you would have to run a full sync.