You can connect one Salesforce account to multiple Act-On accounts. Read on to learn about how this works, what you need to know about record management and your Contact Reports, and how to set up your accounts.
Key Considerations
User Management
Users can only be associated with one account in Act-On. Each user in Salesforce is associated to an Act-On user via their email address, and Act-On only permits one account per email address.
If you have a user that needs to access multiple Act-On accounts via Salesforce, they will need a separate Salesforce account for each Act-On account (each with a different email address).
Data Management
Record Types
By default, all Salesforce records will import into your Act-On account. When you are connected using more than one Act-On account, this can cause issues with data management such as field values being changed incorrectly when your lists sync.
- Use one Record Type for each of your Act-On accounts
- Each Act-On account has it's own Connected User in Salesforce
- The Connected User should have access restricted to the Record Type intended for that Act-On account
Lead Scores
If you do not use Record Types, you will need to create multiple lead score fields in Salesforce. Use one field for each connected Act-On account. This ensures that this field is not overwritten in Salesforce from two or more Act-On accounts.
Contact Reports and Web Tracking
- The Contact Report in Salesforce will be associated to the Act-On account where your Sales User is registered.
- Contact Reports and Contact Timelines cannot be merged, transferred, or cross-referenced.
- Having multiple Act-On accounts means having multiple CNAMEs and multiple Act-On Beacon codes. Please ensure that your Act-On Beacon codes are added to the web pages in which you wish to track for each account.
- Cookies for web visitors are unique to each Act-On account and cannot be merged. A Contact can be a known visitor in one account but anonymous in another.
- Form pushes could update/override existing data if pushing from two different Act-On instances. This problem is eliminated when you use different Record Types.
- If you sync your Opt Outs back to Salesforce, you could potentially be opting out that record in both Act-On accounts.
- API calls are used from both Act-On accounts and will count towards your API limit in Salesforce.
Set Up
To set up your Salesforce account to use multiple Act-On accounts, you will need to address the following configurations, then contact Support to complete your setup.
Remote Site Settings
During package installation, add Remote Site Settings for each host that your Act-On accounts appear on.
Record Types and Connected User
While not required, it is a best practice to segregate your records in Salesforce using Record Types. As described above, these are our recommendations:
- Create a specific Record Type for each Act-On account
- Use a different Salesforce User to connect to each Act-On account
- Limit each Salesforce User's access to a specific Record Type
Contact Support to Connect
When you are ready to connect, contact our Support team. There is one additional setting that needs to be updated by our Support Engineers. Once that is set you can connect each Act-On account to Salesforce.
