Synchronizing Salesforce Data to Act-On Contacts

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For seamless data synchronization between Salesforce and Act-On Contacts, establish a mapping of your data fields and configure the synchronization settings to ensure real-time data updates. If you are using Marketing Lists, click here.

Salesforce data fields will be mapped automatically in some cases, aligning with Act-On's Standard fields. However, for certain fields, the process may involve creating a custom field in Act-On.

First, ensure Salesforce is connected to Act-On.

Map Act-On Standard Fields

Act-On uses standard fields for efficient marketing automation tasks such as sending emails and SMS, as well as incorporating personalization in messages. To ensure optimal results in segmentation, and other data-related activities are achieved you will want to employ these correctly.

  1. Using your Administrator account, sign in to Act-On.
  2. Go to Settings > Data Management > Contact Mapping tab.
  3. In Map CRM Fields to Act-On Standard Fields, Salesforce fields for Lead & Contact are on the left, and the Act-On field is on the right:

Synchronizing Salesforce Data to Act-On Contacts 01.png

  1. The most commonly used fields have already been mapped. Review these to ensure accuracy.
  2. Delete any fields you don’t want to include in your Act-On Contacts by hovering over the field and clicking on the trash icon to the right.
  3. To include more Act-On Standard fields, scroll to the bottom of the mapped fields.
    • Find the first available Select Destination field on the right, and choose the extra field from the dropdown.
    • Pick the corresponding Salesforce fields from the left columns.
    • You must Map the Salesforce contact email field to the Act-On Contacts E-mail address field.
    • You must map at least one score field to your CRM.
    • For extra data in Act-On Contacts without a Salesforce equivalent, select the field on the right but leave it unmapped on the left. You don't have to map all Act-On Contacts fields to Salesforce.
      Related CRM Objects such as Account (which connects Contacts to Company Name), Owner (which connects Leads & Contacts to Sales Owners), and Opportunities will be linked automatically. You do not need to map the Account ID, Owner ID, or other joined fields. In addition, all CRM contacts will get the External ID and Type (Contact vs. Lead) automatically.
  4. Click Save in the top banner.

Create & Map Custom Fields

If you need to add fields that are not available in the Act-On Standard fields drop-down, run through the following:

  1. Scroll down to the Act-On Custom Fields section
  2. In the Destination Field box enter a field name. This could be:
    • Standard Salesforce fields
    • Custom fields that you have created in Salesforce
    • Custom fields that you will use in Act-On only and not sync to Salesforce
    • Fields that come from another data source
  3. If you have a corresponding Salesforce field for Leads or Contacts, select it from the left column. If not, just leave the columns on Select Source.
  4. Lastly, select the appropriate Data Type for the field. The Data Type drop-down will let you pick from Boolean, Date, Datetime, Text, Number, Score, Email, or Multi-Text. This should match the field’s data type in Salesforce.
  5. Click Save in the top banner.
To view a sample of records in a Salesforce field, in the CRM Entities tab, click the record count bubble next to the entity you want:
Synchronizing SugarCRM Data to Act-On Contacts 02.pngx

Be sure to add any Custom Fields that are currently used to calculate scores or used in personalization in any existing templates or emails.

Set a Push Policy

The default policy enables a two-way sync between Act-On and Salesforce. If there's a change in Salesforce data, it is reflected in Act-On during the next sync. Conversely, changes in Act-On get pushed to Salesforce. Act-On contact data may change through user edits, List Maintenance, Automated Program updates, or Form submissions overwriting data in a field.

If you wish to change the default push policy or select individual fields that should not push updates to Salesforce, run through the following:

  1. Go to Settings > Data Management > Contact Mapping.
  2. In the CRM Data Sync Setting box, Click Edit.
  3. In Default sync setting, select to allow or not allow Act-On to push data to Salesforce & click Save:

Edit CRM Data Sync Setting.jpg

  1. To change the push policy for an individual field, scroll down to Map CRM Fields to Act-On Standard Fields, and toggle the Allow Push option & click Save in the top banner. In the example below, Score and Email can be pushed to Salesforce, but Company can not:

Allow Push toggle.jpg

The Allow Push setting impacts updates to existing contacts only. When Act-On creates new contacts in Salesforce through a Form submit or an Automated Program, all mapped fields will be filled.

You can't toggle off Score fields, so if you don't want the score to push to Salesforce, remove the mapping.
  1. Once you’ve mapped your fields, click Save in the top banner.

Schedule Syncs Between Act-On & Salesforce

Setting this up will establish a sync schedule to maintain up-to-date data.

  1. Go to Settings > Data Management > Sync Schedule.
  2. Under the Synchronization Schedule, schedule your recurring sync with Salesforce. Automatic is recommended.
  3. Click Save in the top banner.
  4. Click Sync Now to populate your Act-On Contacts list:

Synchronizing Salesforce Data to Act-On Contacts 02.png

The sync schedule you set determines how frequently Act-On updates contact data from Salesforce and sends scores and opt-out information to Salesforce. Other mapped data changes on contacts are immediately pushed by Act-On as they happen, independent of this schedule.

Act-On won't delete contacts in Salesforce, and it only adds new contacts to Salesforce if explicitly designated through the Push to CRM setting in Forms or a Create in CRM step in Automated Programs. Contacts deleted in Salesforce will be removed in Act-On during the next sync.

How Scheduled Syncs Work
Scheduled syncs are a full sync every two weeks (pulling and updating every record) and incremental syncs between these (pulling and updating only those records that have changed in the CRM).
A full sync will occur if a new field is added in data management.

Review your Act-On Contact list

You should now see custom segments in Act-On, including one for All Act-On Contacts along with segments for the following depending on your Salesforce entities:

  • All Act-On Contacts
  • All Salesforce Leads
  • All Salesforce Contacts

To review these:

  1. Go to Contacts > All Contacts.
  2. In All Segments, use Search at the upper right.

See Find a Segment - Act-On Contacts for more information.

Next Steps

Congratulations! Your data is synchronized between Salesforce and Act-On Contacts.

Now that you have completed the integration, install the Act-On package to access your Act-On data in Salesforce.

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