How the Integration Works

Transcription

1 How the Integration Works Sage CRM 2015 i

2 Contents Initial Sync Recurring Sync Schedule CRM Data Sync Process Activity Sync Process Time Sensitive Data Sync Pushing Campaigns & Web Activity to Activity History Frequently Asked Questions

3 Initial Sync When you place your request with the support team, Salesfusion will connect to your CRM with the credentials you provided in the external connector configuration. The following occurs to replicate your CRM database in Salesfusion. Upon coordinating an initial CRM sync request with the Salesfusion Support team, Salesfusion s unique initial sync process performs the following tasks to replicate your CRM schema within Salesfusion. The CRM within Salesfusion consists of four main tables: 1. Accounts 2. Contacts 3. Opportunities 4. Users As you are aware, Microsoft Sage CRM CRM consists of five main tables: 1. Accounts 2. Contacts 3. Leads 4. Opportunities 5. Users Step 1: Replicate Table Structure The first process performed is schema replication, whereby Salesfusion replicates the remote table structure of the core CRM entities listed above. This process iterates over each of these core entities and creates a matching field, by field name and data type, on the respective table in Salesfusion. This process covers both standard and custom fields, but neither inherits nor includes referenced extension tables. 2

4 Step 2: Replicate Data Process 1: Pull Users Process 2: Pull Accounts Process 3: Pull Leads Salesfusion next downloads all Users from Microsoft and inserts them into Salesfusion. It checks to make sure that the user s account in Salesfusion exists via the address. If an account does not exist, Salesfusion will create a new record. Salesfusion only downloads the username, address, first name, and last name. No other information is downloaded. Salesfusion next downloads all Accounts from Microsoft and inserts them into Salesfusion. Salesfusion next downloads all Leads from Microsoft and inserts into Salesfusion. Process 4: Pull Contacts Salesfusion next downloads all Contacts from Microsoft and inserts them into Salesfusion. Process 5: Pull Opportunities Lastly, Salesfusion downloads all of the Opportunities from Microsoft into Salesfusion. Unlike the Accounts, Contacts, and Leads, Salesfusion standardizes the Opportunity schema rather than replicating it. Salesfusion differentiates between Contacts and Leads via a field called CRMType, with values of Contact or Lead. Step 2: Recurring Sync Once the initial sync is complete, Salesfusion turns on the recurring, bi-directional sync between the two systems. 3

5 Recurring Sync Salesfusion pushes & pulls information from Microsoft on a scheduled basis. See the data sync schedule below for time intervals. The syncs are divided into 3 main categories, and each has its own sync time. CRM data sync: occurs approximately every 20 minutes Sync the data structure Pull Users, Accounts, Leads, Contacts, and Opportunities Pull Marketing Lists Push Unsubscribes activity sync: occurs approximately every 10 minutes Push s Sent Push s Clicked Push s Opened Frequent data sync: occurs approximately every 1 minute, 15 seconds Push Campaigns (Multi-Channel Marketing) Push Web Activity (if selected) Push Tasks (if selected) Push Touchpoints (Landing Page completes) Push New Leads (if selected) 4

6 Recurring Sync Process The recurring sync process queries for and reconciles in Salesfusion any changes in the CRM made to the core Account, Lead, Contact and Opportunity tables. The sync also commits to CRM any new Salesfusion activity (if configured to do so). During this interval, the following steps are taken: Step 1: The core tables (Accounts, Contacts, Leads, and Opportunities) are reviewed for the data schema. We look at all the fields that are contained in these tables and compare them to our database. If Microsoft has a field that does not exist in the Salesfusion tables, that field is then created in Salesfusion. No fields created in Salesfusion will be created in Microsoft. Step 2: The user table is reviewed for any users that have been created or modified in Microsoft since the last sync. Step 3: Next, scores are pushed to the Microsoft Lead and Contact table. This is an optional push and can be turned off. This will check Salesfusion tables for a flag indicating that the score has changed for any contact or lead. If the score has changed, then one or more score fields are updated in Microsoft. Step 4: Step 5: The following tables are reviewed for any changes that have occurred since the last check via the ModifyDate. Users Accounts Leads Contacts Opportunity Marketing list The Unsubscribe service will then push updates to both leads and contacts. If a user unsubscribes in Salesfusion, we push the update to Sage CRM via the DoNot field. If the user is resubscribed in Sage CRM, meaning the DoNot value is changed back to false, we will not overwrite the value in Salesfusion. 5

7 Activity Sync Process A separate process runs every 10 minutes that will push data on s sent to the Microsoft history table. All three pushes are optional and configurable in the Salesfusion Microsoft CRM connector configuration. Step 1: Sent Once Salesfusion has captured the delivery status of an recipient, the respective record in CRM will be updated per the connector configuration. For Microsoft Sage CRM CRM, the options are to create a Salesfusion Activity record, or a native Activity (history) record. Sent records are pushed to Microsoft Sage CRM CRM in batches of 500. Step 2: Opened s When an sent via Salesfusion is recorded as having been opened, Salesfusion can optionally create a native activity (history) record, or roll the Open up to the custom Salesfusion Campaign entity. Step 3: Clicked s When a link within an sent via Salesfusion is recorded, Salesfusion can optionally create a native activity (history) record, or roll the Click up to the custom Salesfusion Campaign entity. If you are concerned about the volume of data created in your Sage CRM environment, some customers decide to only push activity that dictates engagement such as opens and clicks. 6

8 Time Sensitive Data Sync The last sync thread runs the most frequently, and performs the variety of timesensitive functions listed below: Step 1: If Tasks have been created from the Lead Analyzer or Nurture Campigns, they are pushed into Microsoft. This is not based on dates. Rather, we check to see if the task in SF has a Microsoft ID. If not, then it is pushed. Step 2: If Leads have been created from the Lead Analyzer or Landing Pages, they are pushed into Microsoft. This is not based on dates. Rather, we check to see if the lead record in SF has a Microsoft ID. If not, then it is pushed. Step 3: If Leads or Contacts have been updated from the Lead Analyzer or Landing Pages, they are pushed into Microsoft. This is not based on dates. Rather, a flag indicates that this record must be updated or coded in the external CRM. Step 4: If new Web Activity has been received for a Lead or Contact, then this data is pushed into Microsoft History tab. 7

9 Pushing Campaigns & Web Activity to Activity History Salesfusion pushes two types of Activity History to Microsoft Sage CRM CRM. These are: Campaigns Web Activity 8

10 Campaigns Whenever an is successfully sent from Salesfusion, Salesfusion will log this back into the contact or lead record in Salesfusion. If the was bounced by the recipient s smtp server, or the recipient had unsubscribed to a previous , then leave history will not be recorded. When expanding the History Record for the , you will be able to see the text portion of the . In Salesfusion, you are allowed to enter both an HTML version and a text version of the . If you omit the text version of the , then the content will not be pushed, as the Microsoft CRM SDK does not allow HTML content in the Description area. In addition, the text will be reduced to only 2000 characters. Therefore, if your text is greater than 2000 characters, it will be truncated. 9

11 Web Activity Our web tracking system captures three types of users: Unknown/Anonymous Visitor Known Company - through domain registration or reverse IP append Known Individual - has been cookied through our system Salesfusion s Web Analytic tracking system will record all hits for each known and unknown user as soon as the web tracking script is loaded to your website. However, we will only push up web activity for known individuals. Once the recipient has completed his/her web activity, the information about the session will be compiled and pushed into Microsoft CRM. 10

12 You will be able to see key information about the web hit, including: Organization Name The registered name of the IP address. ISP IP Address or Hostname Timezone Internet Service Provider this known individual is using If your country has laws about not storing IP addresses for customers, you can adjust this preference in the Administration/ Web tracking area of Salesfusion. The timezone of the known user Start date Date and time the web session started End date Date and time the web session ended Duration Total number of seconds this individual was active on the web site. Number of Pages Total number of pages the known visitor visited during this session Referrer The link followed to arrive at the tracked page / site. Keywords The information passed along from the search engine referring the known individual to the site. Country City Based on geographical lookup of IP / Hostname Area Code Web Page(s) You will be able to see each web page that the known user accessed. This includes the title of the web page, number of seconds on that page, and the page name. 11

13 Frequently Asked Questions What s the difference between Account Name and Company name? In Microsoft CRM, the company has two different names. In the lead record, you have a Company field and in the Contact, you have an Account Name located in the Accounts table. In Salesfusion, each lead and contact has an account record that is created. This allows you to create a segmentation based on the Accounts. AccountName, and you will pull up both contacts and leads. If you only want to pull up Contacts or Leads, then use the CRMType. You can also query the Company field in the contact record in Salesfusion, and this will pull up leads because the Microsoft Sage CRM contacts do not have a value for this record. What are other differences in field values between contacts & leads in Microsoft? Another common field with a different name is the address information. In Microsoft, a lead has address information contained in Street, Address, City, State, and Zip. In the contacts, it is located in MailingAddress, MailingCity, MailingZip, etc. and in BillingAddress, BillingCity, and BillingZip. If you want a segmentation of all the records in the state of Georgia, you will need to create two separate segmentations one for the lead and one for the contact. Is it okay for me to import Lists into Salesfusion prior to integration? Will this cause duplicates? If you import data into Salesfusion and start sending out campaigns before the integration occurs, we will keep all the record history, web activity and so forth. When we do the integration, we will match and de-dupe all records based on address. This will overwrite the SalesFusion records that were imported. So, if you were to update contacts information inside Salesfusion before the integration, once we integrate, we will overwrite that data with your CRM data as we pull it down. The only field that will not overwrite from your CRM to our CRM is unsubscribes (OptOut). 12

14 After the integration between Salesfusion and our CRM, will there be a delay in our CRM environment due to the constant syncing from Salesfusion? In most cases, no. It is important to note that after initial integration, we are only pulling differentials. Also, we are not scanning, per se, the records that have changed. We are simply doing an SQL call on the modified-on date that is greater than or equal to last sync date. It is a very quick query with low effort. Our database is very large (1 million+ records). Should we be concerned about how long the initial sync will take? While this is possible, we highly discourage this versus traditional syncing method (via the internet). The reason for this is that we run the risk of the data being corrupted or, when uploading locally, not retaining the same data. We would like to restrict IP access to our CRM. Do you have a single IP address to provide for IP restrictions? No. While you may simply open all IPs from our IP range ( ), we have a few IP addresses that you would need to allow access to in order for us to connect and integrate. Please see your Customer Success Representative for the specific IP addresses as they change depending on which server you are currently using on and the CRM type. Because of this, we cannot provide you with just one virtual IP address and NAT it internally. Does Salesfusion allow for VPN access to sync and integrate with our system? Yes, there are fees associated with this type of connection. Please contact your account executive for more information. 13

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