FAQs while integrating Salesforce CRM with Acoustic Campaign

Find answers to frequently asked questions.

Are there any Salesforce.com IP Restrictions?
Acoustic Campaign's Salesforce.com integration connects to Salesforce.com API's via a Salesforce.com user and supplied credentials including a security token.
Are there any specific combinations of field mappings supported by Acoustic Campaign
When you access the Field Mappings tab, Acoustic Campaign makes a dynamic call to SFDC and obtains all of your standard and custom fields from SFDC and groups them by section. You can collapse and expand the sections as needed. You need to provide mappings for Leads, Contacts, and Accounts. You can see the SFDC fields that are associated with each tab and match them with existing Acoustic Campaign fields and the fields you create.
What direction can fields be mapped between Salesforce.com and Acoustic Campaign
You can configure your own settings and mappings by using the Manage CRM tool in Acoustic Campaign. On the “Field Mappings” tab (Working Copy), Salesforce.com fields that are associated with each tab and are eligible to be mapped with Acoustic Campaign.
Can I integrate multiple Salesforce.com environments with one Acoustic Campaign environment?
You cannot integrate multiple Salesforce.com environments with one Acoustic Campaign environment.
Can we have multiple CRM personal message blocks
You can add personal message to the templates shared to CRM by adding %%SP_CRM_BLOCK%% to a designated area in a email template, which allows the section to be editable when shared to CRM. The Contact Source of the Acoustic Campaign email must not be associated with a query for adding a personal message to a email template. Usually the integrated database is selected as the Contact Source.
Can I clone a Lead or Contact in Salesforce that has been synchronized with Acoustic Campaign
You can clone a Lead or Contact in Salesforce that has been synchronized with Acoustic Campaign
Can I map Contact Identifier (Recipient ID) and CRM Sync ID from my database?
Yes, the List Import feature lets you map Contact Identifier (Recipient ID) and CRM sync ID, from your import file to the database.
Can we update the Salesforce accounts fields within Acoustic Campaign
In Salesforce, you store information about your customers using accounts and contacts. Accounts are companies that you're doing business with, and contacts are the people who work for them. If you’re doing business with a single person, like a solo contractor or an individual consumer, you use a special account type called a Person Account and the companies that you have sold to are Business Accounts.
Can I build a classic query using the CRM Enable Sync field
CRM Enable Sync is a system field that all the CRM integrations use to determine whether the Acoustic Campaign contact record must be synchronized to CRM. The value is set to either 0 or 1. If you set the value to 0, it means that you do not want to sync to CRM, if you set the value to 1 it means that you want to sync to CRM.
If I Create a new record in Acoustic Campaign, will it automatically synchronize to Salesforce.com
The marketer has various techniques to flag Acoustic Campaign contacts for sync to Salesforce.com as a new Leads. For example, he could flag Acoustic Campaign contacts for sync to Salesforce.com as a new Leads under Lead Scoring, web form setting, Programs and so on.
If I map a pick-list from Salesforce to Acoustic Campaign, will the pre-defined pick-list values be added to the Acoustic Campaign Custom field configuration
If a marketer pick-list or multi-selects the field that is mapped from Salesforce to Acoustic Campaign, none of the other values besides the value that is assigned to the specific lead or contact will synchronize over.
If I create an Acoustic Campaign Program, will a corresponding campaign be created in SFDC
You can associate a Campaign or a Program with Web Forms so you can use SFDC reporting to better understand which Campaigns are most influencing leads. When submitted, you can easily add contacts to Campaigns. You can also set a Campaign Status in addition to the Campaign Code. To add these features to your Web Form, enter a default Campaign Code (SFDC Campaign ID) and Campaign Status in the standard Web Form properties.
If I create a campaign in SFDC will a corresponding Program be created inside Acoustic Campaign
The Acoustic Campaign programs are structurally much different than SFDC. Acoustic Campaign programs include multiple tracks, steps, actions, and so on. None of these features are available to be configured inside SFDC.
How do I identify the Salesforce Edition of my organization
If you would like to check what Salesforce Edition your organization is using, Log in to Salesforce, Click on Setup, and click on Administer , which displays your Salesforce edition.
How do I view messages or actions that are older than 30 days in Contact Insight
A Contact Insight® user can view a list of historical emails and Web Tracked Events for a contact. This feature provides an up-to-date and historical look at the emails that have been sent to or opened by your contact, or Web Tracking events up to the number of days allowed by your organization's retention settings
How does Pull all historical data mapping option help you after the CRM integration goes live
Pull all historical Data is required when you need to backfill the target field with an existing data that is already populated in the source field, and is also required to initialize the bidirectional field mappings in order to satisfy the initially pull data from selection. If you are trying to add a field mapping after the CRM integrations going live, the Pull All Historical Data option helps you to populate or backfill the new Acoustic Campaign field.
How do I update my CRMI database without creating duplicates
As a Flexible database type, you will need to observe and practice duplicate prevention. If duplicates are allowed to be created within your CRM, they will be added as duplicates inside Acoustic Campaign. Ensure that you implement duplicate awareness or prevention within your CRM.
How many databases can be integrated with my Salesforce.com organization
CRM integration withAcoustic Campaign requires a flexible database. You can create a flexible database either from scratch and then manually add the field names or from a flat file (csv, tsv) that includes all field headers. Acoustic Campaign integration supports only one database.
How are the CRM Enable Sync field values represented in the Acoustic Campaign
When you are using Acoustic Campaign as a lead generation platform, marketing can use a combination of some features or processes to flag a contact that originates in Acoustic Campaign for sync to CRM.
How do I clean up any duplicates that originate either in Salesforce or Acoustic Campaign
The CRM integration does not clean up any duplicates that originate either in Salesforce or Acoustic Campaign.
How does the integration interact with Salesforce.com Campaigns
CRM integrations interact with Salesforce.com Campaigns in four different ways.
How is the Lead ownership assigned when the integration creates a new Lead in Salesforce.com
In Salesforce.com you can create assignment rules to automate your organization’s lead generation and support processes. The Lead Assignment Rules specifies how leads are assigned to users or queues as they are created manually, captured from the web, or imported via the Data Import Wizard.
How often does the integration synchronize Leads or Contacts between Salesforce and Acoustic Campaign
CRM integration maps and synchronizes your lead, contact and account information between Salesforce.com and Acoustic Campaign for a better, more and streamlined marketing process.
How does the Contact Insight on a Lead convert to the Contact
Contact Insight is the Salesforce.com (SFDC) feature that syncs with Acoustic Campaign to provide you with a summary view of the sales readiness of potential leads and contacts.
How do I delete a record in Salesforce along with its twin record in Acoustic Campaign
Before you delete a record, check whether there are related records. If a syncing record is required to be deleted, ensure that you complete the delete action in Salesforce.
How do I differentiate if the email was sent from Salesforce.com or Acoustic Campaign
The email Name indicates whether the email was sent directly out of Acoustic Campaign or Salesforce.com through the Send Silverpop Email button. What differentiates emails sent from Salesforce.com and emails sent directly within Acoustic Campaign is for emails sent through the Send Silverpop Email button the Salesforce.com user name and date sent is appended to the email name.
How do I view the Salesforce AppExchange package details
You can view the key details about a package installed from the Salesforce AppExchange.
How many times can I send a email from a Salesforce.com campaign
Acoustic Campaign Campaigns let you quickly send targeted emails to groups of leads and contacts, and then track engagement metrics. However, you can send an Acoustic Campaign email from a Salesforce.com campaign only one time.
How does the Telesales configuration push the CRM Activities section for a Lead or a Contact
The Telesales is a Step Resource in programs that allow marketers the ability to communicate with contacts through multiple channels. The option can be placed in a program at any point just like a email step. The Telesales option is used to direct contacts to a telemarketing or sales department to reach out for followup. Creating a Telesales step gives marketers the ability to send contacts to Telemarketers and Sales teams so contacts are called in the context of a marketing program and marks each contact that qualifies for the step to be exported to a Telemarketing/Sales team.
How do I map the Acoustic Campaign Scoring Model fields to Salesforce.com
Each time you create a Scoring model,Acoustic Campaign adds three non-editable Scoring columns to your database. The Scoring columns are, <model name>_Behavior (Activity Score + Recency Score), <model name>_Score and <model name>_Rank.
How do I manually add a Lead or Contact to Acoustic Campaign from Salesforce
In Acoustic Campaign under the Edit Program Settings within a Program there is an option labeled Program approved for sales. Select this option for any program that you want to allow contacts to be added to automatically though the Contact Insight, and bypass the entrance criteria.
How do I know if my Campaign Member sync to Salesforce.com is Active?
The Status tab in CRM and Scoring Settings has a function called Program Participants Added to CRM Campaigns. Program Participants Added to CRM Campaigns is a functionality within Acoustic Campaign web forms and programs that enable you to configure a process that adds the Acoustic Campaign program participant to a predefined SFDC Campaign.
How do I bypass the validation rule if a Salesforce.com user is making the update
The Salesforce.com user who is facilitating the synchronization between Acoustic Campaign and Salesforce.com is subject to the same custom validation rules as any other user. Often when there are custom validation rules in effect, the Acoustic Campaign integration will be unable to update or save the Salesforce.com record because of a validation rule conflict. It may be advantageous to bypass some validation rules for the integration user only. To put this into perspective, the Acoustic Campaign integration may be attempting to provide the Silverpop RecipientID during the initial sync with Salesforce.com or trying to update or opt-out the Salesforce.com record. A validation rule could prevent these updates from occurring if the record is in a state that would generate a validation rule error if re-saved
How do I manage the new leads synchronization to Salesforce.com
When new leads are introduced inside the Acoustic Campaign you have the option of syncing them immediately to Salesforce.com or you can nurture and manage when they sync to Salesforce.com for the first time.
How does the custom object store email activity for reporting purposes
Through the integration email activity can be synchronized to Salesforce.com and stored in custom objects. As part of the install & configuration for integration this information is often displayed as a related list on the lead or contact and campaign page layouts and is available for reporting purposes.
How do I dynamically set Salesforce.com Campaign ID and member status
Acoustic Campaign web forms allow you to configure a Salesforce.com Campaign ID and Member Status which will be used when the form is submitted. An alternative process, is to use web form variables to dynamically define the Campaign ID and member status.
How do I edit the fields that are mapped with Salesforce.com
There may come a time when you need to make changes to fields such as renaming a field, changing the field type or deleting a field. If the field is mapped for integration there are steps you can follow when editing to help avoid sync interruptions and the field not found in Salesforce.com error in the field mapping.
How Does the Email Opt-Out Mapping and Synchronization work between Salesforce.com and Acoustic Campaign
Opt-out syncing is a feature that is off by default, however, it can be enabled by going into the Acoustic Campaign 'Manage CRM' screen and clicking the Settings tab. Next, check the Enable Opt-Out Syncingoption and click Save. The field is already pre-mapped to the standard email opt-out (HasOptedOutOfEmail) fields in Salesforce.com. Ensure that the Salesforce.com integration user has full read/write access to this field on both the lead & contact objects. If you are using Salesforce.com Professional Edition, ensure that you have these fields added to the page layout. Since this field is mapped bi-directionally, either system can opt out the other record. Therefore, if a recipient of the email clicks the unsubscribe link, the record will automatically be opted out of Acoustic Campaign and on the next sync we will update the record in Salesforce.com to also be opted out. Conversely, if a user marks a record as opted out in Salesforce.com, the matching twin record in Acoustic Campaign will also be opted out.
What is the use of CRM Lead Source system field
The CRM Lead Source field is typically used to identify which web form a contact submitted or to simply identify the source of your leads.
What happens if a syncing lead is converted into a new Contact in CRM
The converted Lead is Deleted in Acoustic Campaign and replaced by a new Contact. The new Contact generates a new recipient ID, and then the new Contact is pushed from Acoustic Campaign to CRM.
What happens if the Salesforce.com field is mapped to Acoustic Campaign and is not accessible to the Salesforce.com integration user
Once a Salesforce.com field is mapped to Acoustic Campaign, it must remain accessible to the Salesforce.com integration user. If not, the integration with Salesforce.com will go into a failed status and you will not be able to view or delete the invalid field mappings within the Acoustic Campaign field mapping interface.
What happens if I delete a synchronized lead or contact in Salesforce.com
If you delete a synchronized Lead or Contact in salesforce.com, the corresponding record in Acoustic Campaign will be deleted.
What happens if I delete a synchronized record in the Acoustic Campaign
Unlike deleting in Salesforc.com, deleting a synchronized record in the Acoustic Campaign does not affect the lead or the contact in Salesforce.com. However, It's best to not delete synchronized records in the Acoustic Campaign. The Acoustic Campaign record will never be recreated by the integration and the Contact Insight will no longer work inside Salesforce.com. You may delete in the Acoustic Campaign, but keep the aforementioned in mind.
What happens if I delete a syncing record that is opted out from Acoustic Campaign
Deleting a syncing record that is marked as opted out in the Acoustic Campaign will not cause the CRM integrator to sync over a new opted in record. This is because each record has its own unique identifier that each system uses to track the record's action. The deletion of the record in the Acoustic Campaign will cause the synchronize between the two records to come to a stop. To proper opt-in a syncing record that was previously opted out will require a web form that uses Contact Matching to uniquely identify the record that needs to be opted in. Once you have opted in the record using a web form you will also need to manually remove the record from the Master Suppression List.
What is the impact of enabling Salesforce.com Clickjack protection
Clickjacking is a type of attack that tries to trick a user into clicking something, maybe a button or link, because they perceive they are clicking something safe. Instead, the button or link performs malicious actions on your site leading to data intrusion, unauthorized emails, changed credentials, or other site-specific actions.
What are the options for accessing Contact Insight from a lead alert email for sales reps that do not have access to Acoustic Campaign
If your sales reps are connecting via a corporate VPN, then you won't need to validate new IPs (since they are using the corporate IPs). This allows you to offer a single Reporting only username or the password for all sales reps or per sales rep username or the password without any extra steps for security. This is the ideal solution. However, if your sales reps do not use a corporate VPN, then a few options are available
What are the different values for the Status field in the Silverpop Email Activity
There are four different values that displays based on different actions to the Mailing. That is, you could see Received, Sent, Bounced, and Pending.
What does the value Other indicate in the CRM Contact Type field?
The value of Other in this field is a hold-over from when Acoustic Campaign would allow you to set the value of this field during an import. Other was used to indicate that the import did not specify Lead or Contact, hence Other.
What is Scribe Online relational table connector
Relational tables are a standard Acoustic Campaign feature. These tables offer a place to store additional data that is 'related' directly to a contact database. Often this creates a one-to-many relationship between the master contact and their records being stored in the relational table. Having access to this extra data can greatly extend query building and personalization within Acoustic Campaign.
What is CRMi
Customer relationship management refers to the best practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle. CRM is heavily automated solution for all aspects of the customer journey. And by improving the customer experience, organizations that invest in CRM are seeing extremely positive results. CRM systems are designed to compile information on customers across different channels or points of contact between the customer and the company which could include the company's website, telephone, live chat, direct mail, marketing materials and social media. CRM systems can also give customer-facing staff detailed information on customers personal information, purchase history, buying preferences and concerns.
When do I receive a job failure notification emails in case of Salesforce CRMi job failure
If the Salesforce CRMi job fails and is unable to synchronize lead or contact data between Salesforce and Acoustic Campaign for 24 consecutive hours, an email is automatically sent indicating a job failure notification to the registered principal user of the org. The notification email will be sent out once every 24 hrs until the issue causing the job failure has been fixed, then the synchronization will resume.
Where can I find Silverpop Revenue Dashboard Reports in Salesforce.com
Upon installing the Silverpop CRMi package in Salesforce.com you will see a section under the Reports tab in Salesforce.com called Silverpop Revenue Dashboard Reports and a Silverpop Revenue Dashboard Template. The Silverpop Revenue Dashboard Reports section contains the following reports.
Why does the Contact Insight section inside Salesforce.com display emails sent and opened, but the Acoustic Campaign email Activities section does not?
Discrepancies between the Contact Insight and the Acoustic Campaign Email Activities sections in Salesforece.com can be explained in how the two features are implemented and their intended purpose.
Why do I see Fields Not Found in Salesforce in the field mapping screen
Salesforce.com fields that are mapped to Acoustic Campaign through the Salesforce.com integration must remain intact or visible otherwise the sync with Acoustic Campaign will fail. The field mapping interface will display unavailable field mappings in a red section titled Fields not found in Salesforce. This means that a previously mapped field is no longer available through the Salesforce.com API's to the Salesforce.com User being used for the integration. You would also notice on the Status tab that the Profile Data for Leads, Contacts and Accounts sync is in a Failed status. The synchronize with Salesforce.com will remain in a failed status until these mappings are fixed.
Why does CRMi sync periodically fail with error message "The user is blocked or disabled.. Error id: 150"
Periodically you find that CRMi synchronization fails with error message such as CrmException: Type: ApplicationException, Message: Type: ApplicationException and so on.
Why does the Automated behavior fields does not synchronize consistently with Salesforce.com
The Automate Behavior Update is an Acoustic Campaign feature independent of the Salesforce.com integration whereby a nightly update runs to set the last Open Date, Clicked Date and Sent Date for leads or contacts that performed the selected action during the previous day on emails. In general, Automated behavior updates run nightly to set the last action date for contacts or leads that performed the selected action during the previous day on any email to the selected database.
Uninstalling the Silverpop CRMi Package
In order to correctly uninstall the Silverpop AppExchange package, the Salesforce administrator must remove some of the buttons and pages for the Salesforce layout.

Parent topic: Integrating Salesforce CRM with Acoustic Campaign