With Salesforce + Vitally, you can import all or a subset of your Salesforce accounts (or custom objects) into Vitally, link existing Vitally accounts with matching Salesforce objects, and even update Salesforce fields in Vitally (with the change automatically applied back in Salesforce). You can also decorate your objects in Salesforce with Vitally-specific data like health score, segments, and a lot more!

Let's go over the various options when configuring the Account import/sync with Salesforce.

Step 1: Configure which Salesforce object corresponds to a Vitally account

Question: First, select the Salesforce object that corresponds to a Vitally account.

For the majority of cases, you'll select Account here. However, if you use a custom object in Salesforce that maps to the way you track accounts in Vitally, select that custom object here.

Step 2: Configure how Salesforce objects should match to Vitally accounts

Question: "First, we need to be able to link your Salesforce accounts to your Vitally accounts. Do your Salesforce accounts have the primary ID of the account stored in some field?"

In Vitally, all accounts have a single, global account ID (called "External ID"). 

This ID is always set by the first system that creates the Account in Vitally. If you use Segment's group API, for example, the "External ID" is the ID passed in your group calls.

We pretty much always recommend that this ID be the primary ID assigned by your database to the account. We also recommend tracking that ID in all your systems, including Salesforce. So if you already do that, select Yes here, and in the next option, select the Salesforce field that has that value:

If you don't track this ID in Salesforce already, select No. You'll then need to configure a Salesforce field that has a value which maps to an existing Vitally account trait:

Step 3: Specify whether Salesforce should be able to create new accounts in Vitally

Question: "Do you want to create new accounts in Vitally if a Salesforce account doesn't match a current Vitally account, or just update current Vitally accounts with data from a matching account in Salesforce?"

It is quite common for Salesforce to track accounts that aren't actually current customers. In that case, you probably don't want those accounts in Vitally. You can achieve that in one of 2 ways: 

Option 1: Allow Salesforce to create accounts, but define filters to limit the accounts to import

Let's say that anyone with an "Account Type" in SFDC that contains "Customer" in their value is an actual customer that you want in Vitally. The above filter will help you ensure that only your actual customers in Salesforce create new account profiles in Vitally.

Option 2: Don't allow Salesforce to create accounts - only update existing Vitally accounts with matching Salesforce accounts

Select this option if you'd rather some other system (e.g Segment, Stripe) create the account in Vitally first before pulling in a matching profile from Salesforce. 

Step 4: Configure which Salesforce fields to pull into Vitally (+ whether those fields can be updated in Vitally)

Question: "Pick the Salesforce account fields below that you want to pull in to Vitally and attach to Vitally accounts. Additionally, select if the trait should be editable in Vitally."

Here, you can whitelist which Salesforce fields to attach to your account profiles in Vitally. Additionally, if you switch the Allow Edits option on, you'll be able to edit that field in Vitally. Once you update the field in Vitally, we'll immediately update it in Salesforce so that the two systems stay in sync!

Step 5: Configure which Vitally fields should be added to your Salesforce accounts

Question: "Once Vitally can establish a link between a Salesfore account and an account in Vitally, we can attach certain customer data points managed in Vitally (e.g. health, segments) on to your Salesforce accounts. Pick the Vitally traits below you'd like to attach to your Salesforce accounts."

Finally, our Salesforce integration not only lets you pull in and edit Salesforce fields in Vitally, it also allows you to push our customer insights back to your Salesforce objects! Some of the fields you can push back to Salesforce including:

  • Health score
  • Subscription details like renewal date and MRR
  • NPS data like overall NPS score + # of promoters, passives, and detractors
  • Active indicators and segments
  • Success Metric values
  • and more!

When configuring a Vitally field to push back to Salesforce, follow these steps:

  1. First, you'll need to create the field to update in Salesforce. Vitally does not create fields for you.
  2. When creating your Salesforce field, give it a name that starts with "Vitally". This is required, as it helps us ensure you don't accidentally update incorrect fields.
  3. Additionally, ensure your field in Salesforce is of the right type. For example, create a new Number field if pushing our health score, a new Date field if pushing the date an Indicator was applied to an account, etc.
  4. Finally, back in Vitally, define a mapping between the Vitally field to push and your newly-created Salesforce field.