Manage the integration of Salesforce CRM with Acoustic Campaign

Send from CRM and/or Contact Insight feature

To use the Send from CRM and/or Contact Insight feature, you must install the Person Accounts Extension Package 1.0 package. The package cannot be used alone and is an extension that must be used with the current package 1.12 or higher. The package extension allows SFDC clients with Person Accounts to use Send from CRM and Contact Insight.

Manage Salesforce person accounts

Suppose you have Person Accounts enabled within your salesforce organization. In that case, the following instructions are necessary to enable Send Acoustic Campaign Email, Acoustic Campaign Contact Insight, and Acoustic Campaign Email Activities related list on the Person Account page layout(s). Person accounts are an SFDC feature. It is similar to leads, contacts, and accounts. The Person Account record in SFDC combines a Contact, and an Account record displayed together for the user.

All features supported for leads and contacts will also be supported for Person Accounts except for SFDC Chatter is not created on the Person Account record in SFDC. It is created on the Owner record.

Apply CipherCloud encryption compatibility for Salesforce

The custom CipherCloud URL redirecting to the Salesforce API must be provided to Acoustic Campaign before configuring the Salesforce integration. A new feature to accommodate CipherCloud's URL was released with version 16.2. The custom URL replaces the standard Salesforce API URL usually used by a Campaign integration with Salesforce.

Only the lead/contact/account sync is compatible with the CipherCloud encryption URL gateway. Mailing history, Opportunities, Create CRM Campaign, Campaign Members, and Chatter/Task Alert syncs are not yet supported. The URL cannot have a self-signed SSL certificate. It must be a (CA) signed certificate.

If you have not started the CRMi configuration within Acoustic Campaign, you must create and select your CRM Database in the CRM and Scoring Settings screen and then click on the Manage CRM.
Open a new CRMi Support case and enter the following information.
1. Enter the Acoustic Campaign Pod Number.
2. Enter the Acoustic Campaign Organization Name.
3. Enter the CipherCloud URL, which often ends with the Salesforce API. For example, you can enter Soap/u/35.0.
Allow 1-2 business days for the request to be received and processed.

Work with Salesforce lead owner (queue) mapping

Mapping the Salesforce Owner of a lead is a common practice. It allows marketers to segment and personalizes their Campaign emails using this data. Current functionality syncs the Owner fields when the owner is a user.

If the Owner is a 'Queue', then values are not synchronized to Campaign. However, you can create formula fields on the lead object to bring over the queue's name and email when the lead is assigned to a queue.

Create formula fields on the lead object

Formula fields on the lead object in Salesforce can calculate the Owner values or equivalents between a User or Queue Owner by mapping formula fields to your Campaign custom fields. For example, Salesforce Administrator can build a formula that determines whether the lead is owned by a User or Queue and outputs either the Queue's Name or the First and Last Name of the user. For example, Date Type: Formula; Formula Return Type: Text; Object Name: Lead; Formula Syntax: BLANKVALUE (Owner: Queue.QueueName, Owner: User.FirstName & ' ' & Owner: User.LastName. If you wanted to bring over the queue's or user's email, a separate formula field would look like this.BLANKVALUE(Owner: Queue.QueueEmail, Owner: User.Email). For more information about Salesforce formula fields, contact your Salesforce administrator.

Analyze the updates between the campaign member and the campaign object

Salesforce SystemModstamp fields are generally updated when updates to other objects cause an indirect update to the record. For example, some campaign member edits can cause the Campaign object's SystemModstamp to change, even though the Campaign's LastModifiedDate does not change. It is essential to recognize if you are joining the Campaign with the Campaign Member object and want to know when a change is made to either object's records.

The following table illustrates how various updates between the Campaign Member and Campaign object affect the Campaign's SystemModstamp and LastModifiedDate.

Campaign Member	Campaign Object	Campaign Object
Activity	SystemModstamp Change?	LastModifidDate Change?
Add Campaign Member	YES	NO
Delete Campaign Member	YES	NO
Edit Campaign member status from non-Responded to another non-Responded type	NO	NO
Edit Campaign member status from non-Responded to a Responded type	YES	NO
Edit Campaign member status from Responded to non-Responded type	YES	NO
Edit Campaign member status from Responded to another Responded type	NO	NO
Edit custom field on Campaign Member	NO	NO
Edit Campaign	YES	YES

Analyze the sync opportunities within Campaign Programs and Queries

For Opportunities to sync with Campaign, some of the fields on the Opportunity object must be visible to the Salesforce profile of the Campaign Integrator user. The fields include Amount, Close Date, Expected Revenue, Lead Source, Opportunity Name, Opportunity Owner, Probability (%), Stage, and Type.

Log on to Salesforce and complete the following steps to make the fields visible.

Note: Currently, the fields required for the Opportunity Sync are not available in the Campaign user interface. Only the Stage field is available for Programs and Query building.

In the Administration Setup section, select Manage Users > Profiles.
Click the profile name for the Integrator user.
In the Field-Level Security section, click the View link next to Opportunity.
In the Visible column, place a selection in the check box for each field.
Click Save to commit your changes.

Note: Professional Edition simply requires all the mentioned Opportunity fields to be added to the Opportunity page layout. Be sure the CRM Opportunities to Campaign sync is Active, which can be found on the Status tab within the Manage CRM interface. For more information, see CRMi > Configuring Salesforce for CRM Integration > Setting Visibility on Opportunity Fields > Set visibility on Opportunity fields.

Work with opportunity data within Campaign

You can leverage opportunity data within Campaign Queries and Programs.

Marketers need a tool that allows them to send and automate with a focus on contacts, especially for accounts that don't already have a salesperson's attention. You can accomplish the action by targeting your sending and automation based on the Salesforce Opportunity Stage. You can gather and route participants according to opportunities using Campaign Queries and Programs with the Salesforce sync.

Note: To achieve the desired results, you must build your query or program against the CRMi list.

Manage Salesforce campaign from a Campaign email

Read through the following procedure to understand how to create a Salesforce Campaign from a Campaign email.

Send an email inside the Campaign. On the Send email page, select Create CRM Campaign.

Note: Make sure to select Create CRM Campaign when selecting a Contact Source associated with your Campaign CRM database.

A Campaign is created in Salesforce by using the Campaign email name as the Campaign name.
A new record is created in the Campaign Email Campaign Activities related list (custom object) in Salesforce representing the email report.

Campaign contacts not already syncing to Salesforce at the time of the Send are not added as Campaign Members to this campaign over in Salesforce. Only unconverted leads and contacts synchronized with the Campaign at the time of the Send with a Campaign Member record are created inside Salesforce. The Number Sent might exceed the total number of Campaign Members found on the Salesforce Campaign.

A Salesforce Campaign can be created through the sync if the Create CRM campaign option is selected when sending the email. You can't create a Salesforce Campaign for an email after the send.

Manage the sync history of CRM integration

Access the Manage CRM panel to view the status of your Campaign - Salesforce integration or troubleshoot syncing issues. Under the Sync Status tab, each job includes a Sync History link, which includes up to 20 days of sync history.

Follow these steps to view the Sync History.

In the Organization Settings, click CRM and Scoring Settings.
Click Edit and then click Manage CRM. The Self-Service pop-up displays where you can access both the Status and Alerts tabs.
In the Manage CRM panel, the Status tab is displayed. Click Sync History.
The Contacts/Account Sync History UI is displayed, including the History ID, Start Date, End Date, and Status column for each job. If a job fails, the reason is listed in the Failure Reason
If a record fails, the Record Failure is displayed. Click Record Failure to view all failed record jobs.
You can troubleshoot the issue by using the information in the Failure Reason.

Manage the Salesforce password and security token

Salesforce typically requires an account password to be changed after a certain amount of time has passed. For Campaign CRMi to continue to connect and synchronize with Salesforce, you will need to update your Salesforce password and security token in the Campaign CRMI. The following instructions will walk you through resetting your credentials in Campaign.

The most common way to resolve issues with invalid or expired credentials is to reset your Salesforce Org password and acquire the new security token associated with the reset username and password. If you have already reset your credentials, follow steps 2-8 to complete getting the credentials into Campaign.

Login to your Salesforce account and generate a new password for the Campaign user. When you generate a new password, a new security token should be emailed to you automatically.
Log in to your Campaign Organization.
In the Organization Settings, click CRM & Score Settings.
Click the Edit button on the right side of CRM & Score Settings.
Click the Manage CRM button.
Click the Credentials tab.
Update your password and security token and click Validate and Save Credentials.

Note: Depending on how logins are managed for your Organization, a security token may not be required. If you are not sure you are supposed to be using a security token for your Salesforce Org, contact your Salesforce administrator for assistance.

Once this process is complete, the synchronization between Campaign and Salesforce will resume. It may take a few minutes for the sync to run and correctly display the status on the status page. Please allow time for your sync to complete.

Manage CRM and scoring settings in Campaign

Read through the following section to understand the various options available in CRM settings in Campaign.

Follow these steps to manage the CRM settings in Campaign.

In Settings > Organizational Settings > CRM and Scoring Settings, you can set up your CRM Integration (CRMi) database and manage your CRMi. You can also enable your Lead Management database. You can manage Status, Credentials, Settings, Field Mappings, and Alerts.
Select Sync Settingto create a corresponding lead in CRM when a new contact is added in Campaign.

An example is an opt-in form in Campaign.

Select CRM Campaign to create a CRM Campaign when you send an email.

Note: CRM Campaign is applicable only to Send Immediately and Scheduled Send.

Select Engage Email Sending from CRM to allow CRM users to send emails derived from Engage.
Select Send User to send the emails whenever the sending of emails is invoked in CRM.
Enter CRM Org ID for the Contact Insight to function correctly. The CRM Org ID can be found in SFDC by accessing Setup > Administrator Setup > Company Profile > Company

Customize the Person Account Page layout

Include Acoustic Email Activities (previously 'Silverpop Email Activities') Related List

Learn how to customize the Person Account Page layout to include Acoustic Email Activities (previously 'Silverpop Email Activities') Related List

Follow these steps to customize the Person Account Page layout to Include Acoustic Email Activities (previously Silverpop Email Activities) Related List.

Go to Setup > App Setup > Customize > Accounts > Person Account > Page Layouts.
Click on Related Lists in the layout toolbox and drag down Acoustic Email Activities (previously Silverpop Email Activities).
Click on the wrench icon in the Acoustic Email Activities (previously Silverpop Email Activities).
Move over the following fields.
1. Acoustic Email Name
2. Subject
3. Sent Date/Time
4. Status
5. Open Date/Time
In the same open window, click on the plus box in the Buttons section, clear New, and click OK.

Note: You can select a maximum of 10 fields.

Include Campaign Contact Insight

Learn how to customize the Person Account Page Layout to include Campaign Contact Insight.

Before you begin, install the Person Account extension package.

Complete the following steps to customize the Person Account Page Layout to include Campaign Contact Insight.

Go to Setup > App Setup > Customize > Accounts > Person Account > Page Layouts.
Click Visualforce Pages and drag and drop a new section onto the page layout.
Name the new section Acoustic Campaign Contact Insight.
Repeat the same steps for each additional of the Person Account Page Layout you wish to add this information.

Note: The new section must be a 1-column layout.

Include the send email button

Learn how to add the Send Acoustic Campaign Email button to the Person Account Page Layout.

Before you complete these steps, make sure that you create and configure the button so that it shows on the Person Account Page Layout. For instructions, see Create a Send Acoustic Campaign Email button for Person Account Page Layouts.

Go to Setup > Customize > Accounts > Person Accounts > Page Layout.
Click Person Account Layout
In the Buttons section, drag and drop the Send Acoustic Campaign Email to the Custom Buttons.
Click Save.

Manage templates in Salesforce

Salesforce CRM users can organize shared Campaign email templates. With this functionality, Salesforce Administrators can organize many Campaign email templates into folders and assign user permissions to these folders.

The user must have email templates in the Campaign that are set up to be shared with CRM. In Salesforce, the user syncs the shared templates and can put them into existing or new CRM folders.

Note: If templates are not assigned to a folder, they are saved in a Unified folder that everyone can access. From the Send page, users can select any folder and template they have access to when the organization uses the template folder feature.

For information on putting Campaign email Templates into folders and assigning permissions, refer to Configure Template Management in Salesforce.

Customize a personalized message to an email template

You can add a personal message to the templates shared to CRM by adding %%SP_CRM_BLOCK%% a designated area in an email template, allowing the section to be editable when shared with CRM. The contact source of the Campaign email must not be associated with a query for adding a personal message to an email template. Usually, the integrated database is selected as the contact source.