Salesforce

Sync your Salesforce accounts, contacts, notes, and tasks to Vitally in real time with our Salesforce integration

Overview

Vitally's Salesforce integration can sync the following data between Salesforce and Vitally:

  • Accounts - Vitally can import your Salesforce accounts (or custom objects) into Vitally as accounts. You'll be able to whitelist the Salesforce fields to add to your Vitally account profiles, make changes to those fields in Vitally, and push Vitally's customer analytics (e.g. health scores, indicators) back to your Salesforce records.

  • Contacts - Vitally can import your Salesforce contacts (or custom objects) into Vitally as users. You'll be able to whitelist the Salesforce fields to add to your Vitally user profiles and make changes to those fields in Vitally,

  • Notes - Sync your Salesforce notes into Vitally and push Vitally's notes back to Salesforce.

  • Tasks - Sync your Salesforce tasks into Vitally and push Vitally's tasks back to Salesforce.

Enabling the Salesforce integration

To enable the Salesforce integration, navigate to Integrations -> Salesforce in your Account Settings (get there via Quick Jump). When there, first click the Connect to Salesforce button. That will redirect you to Salesforce, where you'll need to grant Vitally access to your Salesforce data. Once you do, you'll be redirected back to Vitally, where you'll be able to configure the integration.

Before you enable the Salesforce integration, ensure that:

  • Your Salesforce account has the REST API add-on

  • The Salesforce user you connect with has permission to manage the Push Topic object (which is used by Vitally to subscribe to Salesforce changes in real time)

  • You haven't exhausted your API credits for the day

Creating Vitally accounts from Salesforce records

The first step when configuring the Salesforce integration is to map a Salesforce object to an account in Vitally. Let's go over the steps in doing so.

Step 1: Map a Salesforce object 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

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 can create new accounts in Vitally

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: Select Salesforce fields to pull into Vitally (+ whether those fields can be updated 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: Select Vitally columns to add 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 include:

  • Overall health score + individual health scores

  • 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:

Step 1: First, you'll need to create the field to update in Salesforce. Vitally does not create fields for you. 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.

If you'd like to overwrite an existing Salesforce field that isn't prefixed with 'Vitally', please contact our support and we can set that up.

Step 2 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.

Step 3 Finally, back in Vitally, define a mapping between the Vitally field to push and your newly-created Salesforce field.

Learn more about the Vitally account columns you can push back to Salesforce here.

Creating Vitally users from Salesforce records

Like accounts, you can also create Vitally users from your Salesforce records. This process is practically the exact same process as defined above for accounts, so if you haven't read that process over and are wondering how to integrate your Salesforce contacts into Vitally, now's the time to do so 😉

Read our process on creating Vitally accounts.

Importing & pushing notes between Vitally and Salesforce

Vitally's Salesforce integration can be used to achieve a bi-directional sync of notes between the two systems. To enable the sync, simply navigate to the configuration page for Salesforce in your Vitally account and select the 2 switches displayed underneath the Notes tab. That's it!

FAQs: Pushing Vitally notes to Salesforce

Once I enable the push to Salesforce, are past notes already in Vitally created in Salesforce? No - not at the moment. However, if you'd like to have your existing Vitally notes pushed to Salesforce, please contact our support team.

Is there a delay when creating/updating a Vitally note before the change is pushed to Salesforce? There may be a slight delay, but the update should be applied to Salesforce in near real-time.

What happens if I take a note on an account in Vitally not linked to a Salesforce object? Nothing - no note will be created in Salesforce.

Can I push Vitally notes to Salesforce as tasks instead? Not at the moment, but if this is essential for your Salesforce integration, please let us know the feedback!

Does Vitally modify the note in any way when pushed to Salesforce? Yes - we clean the note of all rich text formatting when creating the Salesforce note. This occurs because Vitally's notes support HTML, while Salesforce's default note field does not.

How are owners set in the Salesforce note? Vitally will attempt to set the note owner to a Salesforce user with the same email as the user that created the note in Vitally. If a user is not found with a matching email, the API user is then set as the note owner.

What happens when a note that was pushed to Salesforce is deleted in Vitally? If the note was first created in Vitally (i.e. it is not a 'clone' of a Salesforce-owned note), then Vitally will delete the note in Salesforce. If the note was first created in Salesforce and the Vitally 'clone' is deleted in Vitally, it is not deleted in Salesforce.

What happens when a note pushed to Salesforce is deleted in Salesforce? Nothing - the note in Vitally will remain.

FAQs: Importing Salesforce notes into Vitally

Once I enable the import from Salesforce, are past notes already in Salesforce created in Vitally? By default, we import Salesforce notes created or updated in the last 7 days. If you'd like to have more historical Salesforce notes imported into Vitally, please contact our support team.

Is there a delay when creating/updating a Salesforce note before the change is pushed to Vitally? Yes - there is a maximum of a 1 hour delay.

How are owners set on the Vitally note? Vitally will attempt to set the note owner to a Vitally user with the same email as the user that owns the note in Salesforce. If a user is not found with a matching email, Vitally will auto-create a new Vitally user and associate the note to the newly auto-created profile. Note that auto-created users do not count against teammate limits on your Vitally plan.

What happens when a note that was imported from Salesforce is deleted in Vitally? If a Salesforce-imported note is later deleted in Vitally, then Vitally will not delete the note in Salesforce. This way, you can selectively clean up notes imported from Salesforce without affecting your Salesforce data.

Importing & pushing tasks between Vitally and Salesforce

Vitally's Salesforce integration can be used to achieve a bi-directional sync of tasks between the two systems. To enable the sync, simply navigate to the configuration page for Salesforce in your Vitally account and select the 2 switches displayed underneath the Tasks tab. That's it!

FAQs: Pushing Vitally tasks to Salesforce

Once I enable the push to Salesforce, are past tasks already in Vitally created in Salesforce? No - not at the moment. However, if you'd like to have your existing Vitally tasks pushed to Salesforce, please contact our support team.

Is there a delay when creating/updating a Vitally task before the change is pushed to Salesforce? There may be a slight delay, but the update should be applied to Salesforce in near real-time.

What type of task is created in Salesforce? A task with a subtype of task (which for some reason is a thing 🙄)

What happens if I create a task on an account in Vitally not linked to a Salesforce object? Nothing - no task will be created in Salesforce.

Does Vitally modify the task in any way when pushed to Salesforce? Yes - we clean the task of all rich text formatting when creating the Salesforce task. This occurs because Vitally's tasks support HTML, while Salesforce's default task does not.

How are owners set in the Salesforce task? Vitally will attempt to set the task owner to a Salesforce user with the same email as the user that is assigned to, completed, or created the task in Vitally (in that order). If a user is not found with a matching email, the API user is then set as the task owner.

What status does Vitally set on the task? If the task is completed in Vitally, we'll set the Salesforce task's status field to your first task status that is defined as a closed status. If it is not completed, then your default task status will be used.

What happens when a task that was pushed to Salesforce is deleted in Vitally? If the task was first created in Vitally (i.e. it is not a 'clone' of a Salesforce-owned task), then Vitally will delete the task in Salesforce. If the task was first created in Salesforce and the Vitally 'clone' is deleted in Vitally, it is not deleted in Salesforce.

What happens when a task pushed to Salesforce is deleted in Salesforce? Nothing - the task in Vitally will remain.

FAQs: Importing Salesforce tasks into Vitally

Once I enable the import from Salesforce, are past tasks already in Salesforce created in Vitally? By default, we import Salesforce tasks created or updated in the last 7 days. If you'd like to have more historical Salesforce tasks imported into Vitally, please contact our support team.

Is there a delay when creating/updating a Salesforce task before the change is pushed to Vitally? Yes - there is a maximum of a 1 hour delay.

What types of Salesforce tasks are supported? Only Salesforce tasks with a subtype of Task or Call are imported into Vitally. Email tasks are not currently synced since, well, they aren't really tasks 😉

How are owners set on the Vitally task? Vitally will attempt to set the task assignee to a Vitally user with the same email as the user that owns the task in Salesforce. If a user is not found with a matching email, Vitally will auto-create a new Vitally user and associate the task to the newly auto-created profile. Note that auto-created users do not count against teammate limits on your Vitally plan.

What happens when a task that was imported from Salesforce is deleted in Vitally? If a Salesforce-imported task is later deleted in Vitally, then Vitally will not delete the task in Salesforce. This way, you can selectively clean up tasks imported from Salesforce without affecting your Salesforce data.

Viewing Salesforce tasks in Vitally

Salesforce definition of a task is, let's say, generous - a lot of Salesforce tasks aren't actual tasks that should be done at some future date. Given that, since many Salesforce tasks are 'completed' by default, you may wonder where they show in Vitally. Whenever viewing a task list in Vitally, be sure to turn on completed tasks if you'd like to view your Salesforce-completed call tasks.

Syncing Opportunity fields into Vitally

If your team tracks the revenue of some of your accounts on Opportunities in Salesforce, follow these steps to push that data to Vitally and (optionally) update an account's revenue.

  • First, you'll need to attach the Opportunity fields you want to push to Vitally onto your Salesforce Accounts. To do this, create new Rollup fields on the Salesforce account for each field. For example, say you want to push the total revenue across closed opportunities for an account. Your rollup field might sum Total Contract Value for Opportunities where Closed = True.

  • Finally, update your configuration for subscribed customers and select these new fields where appropriate. For example, add the rollup field that summed Total Contract Value to the option for revenue traits.

That's it! Your accounts' subscription details in Vitally will now be updated by your Salesforce Opportunities. Naturally, you can do this for more than just total opportunity review, like next opportunity renewal date, total number of open opportunities, number of recently won opportunities - just to name a few.