Sales and Service Cloud Activities

Use Sales and Service Cloud canvas activities in Journey Builder to create or update object records for connected Marketing Cloud Engagement contacts. You can grant users access to create or edit Sales and Service Cloud activities, except users with the Marketing Cloud Engagement Administrator role.

Sales and Service Cloud Activity Types

Note

To configure or activate a journey that includes this type of activity, your user account must have a role assigned with these permissions allowed:

• Email | Integrations | Salesforce CRM
• Journey Builder | Sales and Service Cloud

Object activity	Creates or updates a standard Salesforce object record, such as a lead, task, or custom object, when a contact in the journey reaches this activity. Use this activity to create or update a standard Salesforce object record, such as a lead or task, or a custom object record.
Campaign Member activity	Creates a connection between campaigns, contacts, and leads, which helps define a relationship to the status within a campaign. Use this activity to track important moments of engagement throughout the journey.
Convert Lead activity	Converts qualified leads from the Sales and Service Cloud into a contact or account. This activity schedules important actions, such as assigning a lead owner, creating an opportunity or task, and changing the lead’s conversion status.
Task activity	Creates a task in Sales and Service Cloud for each Engagement contact that reaches this activity. For more information, see Marketing Cloud Connect.
Account activity	Creates or updates an account in Sales and Service Cloud for each contact that reaches this activity. If you have a Person Account, you can create or update both Business and Person Account activities. To learn more about how to configure activities with Person Accounts, see Use Person Accounts with Sales and Service Cloud Activities.
Contact activity	Creates or updates a contact from Sales or Service Cloud using Sales or Service Cloud data brought into a journey or Engagement contact data.
Case activity	Creates a case and associates it to the Sales and Service Cloud contact that matches the Engagement contact's ID. Or create a Sales and Service Cloud contact to relate to the case.
Lead activity	Creates or updates a lead from Sales or Service Cloud using Sales or Service Cloud data brought into a journey or Engagement contact data.
Opportunity activity	Creates an opportunity record in the Sales and Service Cloud. Use Engagement contact attributes to populate the fields in the opportunity record, or populate each record with fixed values you choose.
Legacy activities	These Sales and Service Cloud canvas activities appear in old journeys but are no longer available to use in new journeys.

• Account Activity in Journey Builder
  To create or update an account in Sales or Service Cloud based on attribute relationships, use the Account activity in the Marketing Cloud Engagement Journey Builder app. Populate Sales or Service Cloud account fields with Marketing Cloud Engagement attributes, other values from the journey, or with fixed values you designate.
• Campaign Member Activity in Journey Builder
  The Campaign Member activity in Journey Builder provides a connection between campaigns, contacts, and leads. This connection helps define a relationship between the contact or lead and the status within a campaign. Use the Campaign Member activity to track important moments of engagement throughout the journey.
• Contact Activity in Journey Builder
  Use the Contact Activity in Journey Builder to create or update a Sales and Service Cloud contact based on attribute relationships. Or populate Sales and Service Cloud contacts with values from Marketing Cloud Engagement attributes.
• Convert Lead Activity
  Use the Convert Lead activity in Journey Builder to convert qualified leads from Sales and Service Cloud into a contact or an account. Assign a lead owner and notify that person via email. Create an opportunity and task.
• Object Activity in Journey Builder
  Use the Object activity in Journey Builder to create or update a Sales or Service Cloud record in an object. You can also use this activity to create or update a custom object.
• Task Activity
  Use the Task activity to create a Sales or Service Cloud task with pre-populated field values. Connect Journey Builder and contacts, leads, and tasks. Create or update a Sales or Service Cloud task for a contact or lead that reaches this journey activity. The activity assigns tasks to the contact or lead owner, Salesforce System user, or a custom-defined user.
• Sales and Service Cloud Legacy Activities in Journey Builder
  These Sales and Service Cloud canvas activities appear in old journeys but are no longer available as options for new journey activities.
• Best Practices for Integration Activity Fields
  Sales and Service Cloud activities follow a similar configuration workflow. Consider these tips during configuration.
• Sales and Service Cloud Activity Field Validation and Error Handling
  Review the requirements for Sales and Service Cloud activity field values. Incorrect field values can cause activity errors in Journey Builder.
• Journey Builder Sales and Service Cloud Best Practices
  Review these best practices to prevent a Sales or Service Cloud activity from negatively impacting your account. Adhering to these practices can reduce impact on other journeys in your enterprise and improve processing times.