SPLASH SALESFORCE SALES CLOUD INTEGRATION GUIDE · Salesforce Leads or Contacts based on the information entered during registration such as email, company, etc. Any question asked

SPLASH – SALESFORCE SALES CLOUD

INTEGRATION GUIDE

Splash - Salesforce Sales Cloud Integration Guide

Splash Confidential i

Revision History

Document Name Date Description

Integrating Splash with Salesforce 2018.09.24 Initial Release

Splash – Salesforce Sales Cloud Integration Guide

2019.12.3 Update

Splash – Salesforce Sales Cloud Integration Guide

2020.03.31 Add 6.1: Error Messaging


Splash Confidential ii

Table of Contents

1 INTRODUCTION ....................................................................................................................................... 1

2 INTEGRATION BASICS .............................................................................................................................. 2

3 SPLASH SETUP: SALESFORCE CREDENTIALS ............................................................................................... 3

3.1 AUTHORIZATION ................................................................................................................................................... 3

3.1.1 OAuth ..................................................................................................................................................... 3

3.1.2 Credentials.............................................................................................................................................. 5

3.2 INTEGRATION BEHAVIORS ....................................................................................................................................... 6 3.3 CONTACT, LEAD, AND ACCOUNT LOOKUP CONDITIONS ................................................................................................ 7

3.3.1 Contact and Lead Lookup Conditions ..................................................................................................... 8

3.3.2 Account Lookup Conditions .................................................................................................................... 9

4 INTEGRATION SETTINGS: SALESFORCE OBJECTS ...................................................................................... 10

4.1 MODIFYING A FIELD ............................................................................................................................................ 11 4.2 SPECIAL CASES ................................................................................................................................................... 14

4.2.1 Contacts and Leads .............................................................................................................................. 14

4.2.2 Campaign Member Settings Status ...................................................................................................... 14

5 TEST THE CONFIGURATION .................................................................................................................... 16

5.1 CREATE AN EVENT ............................................................................................................................................... 16 5.2 RSVP ............................................................................................................................................................... 17 5.3 VERIFY SALESFORCE............................................................................................................................................. 18

6 TROUBLESHOOTING .............................................................................................................................. 20

6.1 ERROR MESSAGING ............................................................................................................................................. 20 6.2 THE DEBUGGER .................................................................................................................................................. 20


Splash Confidential iii

List of Figures

FIGURE 1. SPLASH + SALESFORCE SETTINGS ..................................................................................................... 3

FIGURE 2. OAUTH AUTHORIZATION ............................................................................................................... 4

FIGURE 3. SALESFORCE ACCESS CONFIRMATION ............................................................................................... 4

FIGURE 4. CREDENTIAL AUTHORIZATION ......................................................................................................... 5

FIGURE 5. INTEGRATION BEHAVIOR SETTINGS .................................................................................................. 6

FIGURE 6. LOOKUP CONDITIONS .................................................................................................................... 8

FIGURE 7. TITLE BAR DELETE BUTTON .......................................................................................................... 10

FIGURE 8. SALESFORCE OBJECT SETTINGS...................................................................................................... 11

FIGURE 9. CAMPAIGN SETTINGS NAME FIELD ................................................................................................ 12

FIGURE 10. FIELD MAPPING CONFIGURATION ............................................................................................. 12

FIGURE 11. MANAGE MAPPED FIELDS ............................................................................................................ 13

FIGURE 12. MANAGE MAPPED FIELDS: EXAMPLE ........................................................................................ 13

FIGURE 13. OPTIONAL DEFAULT VALUE ...................................................................................................... 14

FIGURE 14. OPTIONAL VALUE MAPPING .................................................................................................... 14

FIGURE 15. CAMPAIGN MEMBER SETTINGS STATUS VALUE MAPPING............................................................. 15

FIGURE 16. CREATE EVENT: BASIC INFORMATION PAGE ................................................................................ 16

FIGURE 17. THEME SELECTION .................................................................................................................. 17

FIGURE 18. RSVP FORM.......................................................................................................................... 18

FIGURE 19. SALESFORCE: SEARCH FOR CAMPAIGN ....................................................................................... 18

FIGURE 20. SALESFORCE CAMPAIGNS......................................................................................................... 19

FIGURE 21. SALESFORCE CAMPAIGN MEMBERS ........................................................................................... 19

FIGURE 22. SPLASH SALESFORCE INTEGRATION DEBUGGER ........................................................................... 21

FIGURE 23. EVENT URL ........................................................................................................................... 21

FIGURE 24. EVENT SETTINGS: SITE METADATA TAB...................................................................................... 22

FIGURE 25. SPLASH SALESFORCE DEBUGGER ACTION ................................................................................... 23

FIGURE 26. SPLASH SALESFORCE DEBUGGER: ERROR HISTORY TABLE .............................................................. 23

FIGURE 27. SPLASH SALESFORCE DEBUGGER: ERROR HISTORY DETAILS ........................................................... 23

FIGURE 28. SPLASH SALESFORCE DEBUGGER: FULL GUEST LIST RECONCILIATION REPORT .................................. 24

FIGURE 29. SPLASH SALESFORCE DEBUGGER: LOAD SALESFORCE OBJECT ........................................................ 24

FIGURE 30. SPLASH SALESFORCE DEBUGGER: DESCRIBE SALESFORCE OBJECT ................................................... 25


Splash Confidential 1

1 INTRODUCTION

Many organizations around the world use Salesforce Sales Cloud to manage their sales processes and customer relationships. Building an integration between Salesforce Sales Cloud and Splash enables users to accredit event leads, sales, recruits, and more to the specific event in the Salesforce database. Automatically syncing invitee information from Splash to Salesforce allows event marketers to focus on relationship management, sales, and creating impactful events.

Splash’s integration tool connects and synchronizes data between Splash and Salesforce. The integration represents Splash events and attendees within Salesforce. Establishing this connection requires access to a Salesforce environment and login credentials. Each Splash organization can only configure one Salesforce integration. Splash synchronizes with Salesforce in batches in five-minute increments as this is a more practical approach to the Salesforce API.

This guide examines setting up, testing, and troubleshooting the Splash - Salesforce Sales Cloud integration. The following chapters review setting up integration basics, synchronizing events as campaigns and attendees as contacts, as well as additional configuration options.



2 INTEGRATION BASICS

The integration shares information between Splash Events and Guests with Salesforce Campaigns and Members. The integration is bi-directional, meaning changes to data in Splash update data in Salesforce and vice versa.

Sending Guest data from Splash to Salesforce occurs immediately. Campaign Member data moving from Salesforce to Splash is based on an on-demand push of a Sync with Salesforce button, available to users on the event when this functionality is enabled.

Note: If you don’t see the Sync with Salesforce button in your Event Level Guest List, contact your Client Success Manager to have this option enabled.

The integration is configurable so that events created in Splash automatically create Campaigns in Salesforce. Alternately, pre-created Salesforce Campaigns can be associated with a Splash event. During synchronization, Splash event guests create or update associated Salesforce Campaign Members. Splash Guest List Statuses are mapped to Salesforce Campaign Member Statuses, creating new statuses for the Campaign where appropriate. The synchronization process checks the last modified timestamp of each Campaign Member and associated Splash Guest to ensure the most current data exists in both systems.

Configuration flexibility allows for the creation of new Contacts or Leads in Salesforce when a guest registers or buys a ticket to a Splash event. It also enables auto-association of Guests with existing Salesforce Leads or Contacts based on the information entered during registration such as email, company, etc. Any question asked in Splash can be connected to any Contact or Lead fields in Salesforce.



3 SPLASH SETUP: SALESFORCE CREDENTIALS

Log in to Splash and click the Integrations icon from the Events Dashboard in the left navigation panel. Locate and click Salesforce Sales Cloud.

The Salesforce Integration screen contains the components used to configure the integration, organized into several sections. The first section, Splash + Salesforce Settings, covers the general settings that define how the two systems interact. Click this heading to expand the section.

Figure 1. Splash + Salesforce Settings

First, authorize Splash to access a Salesforce account using either OAuth or Credentials. While both methods are explained, Splash recommends using OAuth. If you’re trying to connect to a Sandbox instance of Salesforce Sale Cloud, be sure to select the Sandbox Account checkbox.

3.1 Authorization

3.1.1 OAuth

1. Click the green Authenticate With OAuth Instead of Password & Token button, a Salesforce Log In window displays.



Figure 2. OAuth Authorization

2. Enter your Salesforce credentials and log in.

3. Once logged in, Salesforce asks whether to allow Splash access. Click Allow.

Figure 3. Salesforce Access Confirmation



Splash now has access to the Salesforce API, allowing the integration to work.

3.1.2 Credentials

Alternately, Splash can be authorized to access Salesforce using the Salesforce Username, Password, and Security Token credentials. Once entered, these values are saved and hidden the next time this page is visited.

Figure 4. Credential Authorization

Note: Please refer to Salesforce's Help Center for instructions on getting a security token.

The Test Integration button at the top of the page can be used to check credential access to Salesforce. When successful, the system displays a message indicating “Your test ran successfully! No errors found.” If an “INVALID_LOGIN” message displays, confirm you have entered the correct account credentials and try again. If integration testing is still unsuccessful, contact your Salesforce administrator.

This section also contains three checkbox fields that influence integration usage.

• Integration Disabled?

When selected, the integration is disabled for your organization. Typically, this is used in cases where integration behaviors and mappings are still being defined.

• Allow users to disable integration for specific events

When selected, users creating new events in Splash have an additional option to disable the integration for specific events.

• Disable integration for specific groups

Select this to exclude specified groups from the integration workflow.

After checking this box, click the Add Group button to access the group picklist. Select the groups to exclude from the workflow.

https://help.salesforce.com/articleView?id=user_security_token.htm&type=5



When a member of a group that has been excluded from the integration creates an event, the integration is disabled for this event.

3.2 Integration Behaviors

The next stage involves defining how the integration behaves when actions occur in Splash.

Figure 5. Integration Behavior Settings

1. A new contact in Splash will create a…

This option defines whether new contacts in Splash result in the creation of new Contacts or Leads in Salesforce. Lead is selected by default.

2. Create a new Campaign on event creation?

Configure the creation of a Salesforce Campaign when a Splash event is created using this option. The default selection is No, meaning the creation of Splash events does not create new Salesforce Campaigns.

3. Create a new Campaign on any attendee action?

Use this option to configure the creation of a Salesforce Campaign when an attendee takes an action; such as entering an RSVP response. The default selection is Yes.

Creating a campaign for a Splash event can be deferred until an attendee action takes place, such as an RSVP.



Note: Use this option instead of Create Campaign on Event Creation to prevent the creation of unnecessary Salesforce Campaigns. Once guests are actually registering for your event, this option creates the campaign in Salesforce.

4. Create new Campaign Members?

Use this option to configure the addition of attendees as Members to Salesforce Campaigns. Yes is selected by default.

5. Splash actions that trigger updates to Contacts, Leads, or Campaign Members:

Use these options to associate Splash attendee actions with updates to Contacts, Leads, or Campaign Members. All actions are selected by default; however, users often choose to limit them.

6. Check Salesforce for a duplicate entry before new lead/contact creation?

Prevention of Lead / Contact duplication is an important consideration when syncing leads and contacts with Salesforce. Splash checks Salesforce for duplicates before creating new contacts and leads. Should deduplication need to be handled via a more dedicated process, this option can be turned off.

7. When a Lead or Contact is synced with Salesforce:

Splash can be configured to update existing contacts or leads, only add new ones, or add new ones AND update existing ones. By default, Create New AND Update Existing is selected.

3.3 Contact, Lead, and Account Lookup Conditions

Matching Splash objects with Salesforce objects requires identifying pieces of information that the two share in common. Define this relationship in Lookup Conditions by mapping a Salesforce field object to a corresponding field in the Splash object.



Figure 6. Lookup Conditions

3.3.1 Contact and Lead Lookup Conditions

Contacts and Leads matching typically refers to the email field, which displays by default. Additional fields can be matched by clicking the Add Or Condition button. When clicked, another entry row displays.

Remove a condition by clicking the Remove Or Condition button.

Note: At least one field mapping is required.



3.3.1.1 Ticket Purchases

Frequently a ticket sale is configured as an opportunity in Salesforce. In this case, toggling Create Opportunity on Ticket Purchase to On to prompt Splash to create a closed-won opportunity in Salesforce for the value of the ticket whenever one is sold. The same can be done for free tickets using the Create Opportunity on Free Ticket Purchase option. By default, both options are On.

3.3.2 Account Lookup Conditions

Configuration of lookup conditions for Accounts is similar to Contact and Lead lookup conditions. It is important to note that Salesforce account names map to Splash company names and additional conditions cannot be added.

In some cases, an account name may not match the company name entered in Splash. Often this is due to small variations in spelling of a company name between attendees. Resolve this using Set an Account Fallback? to specify a dummy account, enabling manual sorting of these contacts or leads into their proper accounts at a later time.

The Account Name entered into this field must already exist in Salesforce. Entering an unmatched value in this field may result in Splash creating contacts with the wrong account. It could also prevent Splash from contact creation.



4 INTEGRATION SETTINGS: SALESFORCE OBJECTS

Integration settings are used to configure how Splash interacts with each Salesforce object and its fields. Locate the following settings sections below the Splash + Salesforce Settings area:

• Campaign Settings

• Lead Settings

• Contact Settings

• Campaign Member Settings

• Account Settings

• Opportunity Settings

Each section contains tabs for each field to map from Splash to Salesforce. To the right of the section name is a button to add a new field.

Delete a section by hovering over the title bar to display the Delete button.

Figure 7. Title Bar Delete Button



Figure 8. Salesforce Object Settings

4.1 Modifying A Field

It may be desirable to follow a particular naming convention for Salesforce campaigns. Splash can follow such conventions with its field mapping. To demonstrate how, we will map the event type, followed by the city, the title, and the user who created it, to the Campaign Object’s Name field.

1. Under Campaign Settings, locate and click the Name field. A set of options for configuring the field mapping displays.



Figure 9. Campaign Settings Name Field

Figure 10. Field Mapping Configuration

2. To change the field, click the Salesforce Field Name field and select an alternate from the picklist.

Note: Select the Required checkbox just above the field to designate it as required.

3. Select from the Data Type picklist to set a data type.

4. Select and click the Mapped Field field.

Use the window that displays to manage which fields are mapped into the campaign name field. By default, Title is the only field listed.

5. Click the Add New Field button to add another row.



Figure 11. Manage Mapped Fields

6. Click No Mapped Field to access a picklist of available Splash fields.

7. Scroll and select the desired field and click Done.

In the example below, Event Type is selected.

8. Repeat this step for Event City and User Email Address.

Note: Clicking Done without selecting a field deletes the row.

Figure 12. Manage Mapped Fields: Example

9. Click and drag to reorder fields to the desired position in the order.

10. Click Save.



Should an issue be encountered with Splash fields, optionally enter default values in the Default Value (Optional) field. The value entered in this field is sent to Salesforce if the value from the Mapped Field is blank. Splash recommends that any required field in Salesforce have a Default Value set.

Figure 13. Optional Default Value

In addition, Splash can be configured to send Salesforce a value different from the one in Splash using the Value Mapping (Optional) section. An example is conveying the Splash value Canada to Salesforce as CA.

Figure 14. Optional Value Mapping

4.2 Special Cases

Unique options are attached to some fields and objects, such as Contacts and Leads, allowing fine-tuning of their behavior.

4.2.1 Contacts and Leads

Open the FirstName field under Lead Settings. The tab contains the additional picklist field When a field already has a value in Salesforce:. The picklist options are ways to handle updating values in this field. By default, Never Update Value is selected; however, it can be changed to Update Existing Values or Only Update When Empty. For a field like First Name, it is likely it should only be recorded once, so change it to Only Update When Empty.

4.2.2 Campaign Member Settings Status

The value mapping for the Campaign Member Statuses field is used to standardize attendee actions in Splash as Salesforce as Campaign Member Statuses. While these value mapping responses can be changed, the mapped values cannot be changed.

Note: The status panel cannot be deleted as other panels can.



Figure 15. Campaign Member Settings Status Value Mapping

Splash status values are shown in the left-hand column. These are hardcoded values that cannot be modified in any way. The statues in the right-hand column indicate how each Splash status is represented in Salesforce as Campaign Member Statuses. The Responded attribute of Campaign Member Statuses can be controlled using the provided checkbox.

Changes made to the Salesforce Campaign Member Statuses are automatically added to the Campaign by Splash the next time the associated event tries to sync with that value. Splash will not remove obsolete statuses from existing campaigns, but new campaigns will not have the old values when they’re created.



5 TEST THE CONFIGURATION

Testing the integration will include creating an event, submitting an RSVP form, and verifying the creation of a campaign, contact, and campaign member in Salesforce.

Before beginning testing, be sure to save the integration using the Save integration button in the Global Actions header.

5.1 Create an Event

1. Return to the Events Dashboard by clicking the Events navigation menu item.

2. Click the New Event button.

3. Complete the form with test event details.

Note: The Domain field must be unique.

Figure 16. Create Event: Basic Information Page



This form displays the Exclude the event from my organization’s Salesforce Integration checkbox near the bottom of the page if the integration is configured to allow the exclusion of events from Salesforce. For this test, leave this unchecked.

4. Click Next: Choose Theme and select one appropriate for the event.

Figure 17. Theme Selection

After creating the event, the Event Dashboard for the event displays. The event and it’s touchpoints can be modified here.

5.2 RSVP

1. In the upper-right portion of the Event Dashboard, click the View as Guest button. The public-facing version of the event page displays.

2. Click the RSVP call-to-action button. The RSVP form displays.

3. Complete the appropriate guest information and click Submit.



Figure 18. RSVP Form

5.3 Verify Salesforce

1. Log in to Salesforce and search for the event (Campaign) in the search bar.

The name of the campaign, modified by the field mapping from earlier in this guide, as well as a chart indicating that there is one campaign member, should display.

Note: The Salesforce integration synchronizes once every 5 minutes, so there may be a brief delay before the new campaign and contact are available.

Figure 19. Salesforce: Search for Campaign



Figure 20. Salesforce Campaigns

2. Click View All below the chart to access a list of campaign members. The sample event attendee should be included in this list as a Lead.

Figure 21. Salesforce Campaign Members



6 TROUBLESHOOTING

6.1 Error Messaging

When accessing the integrations dashboard, the system checks that the Salesforce integration is properly configured. Configuration issues are shown on the dashboard below the integration heading. Additionally, errors may occur when the integration is invoked to transfer information between Splash and Salesforce. These messages are described below:

• Whoops! We're having trouble sending requests to Salesforce. Please try to save the configuration again. If the issue persists, contact Splash support.

• An issue occurred when authenticating the integration. Please authenticate the Salesforce integration again. If the issue persists, contact your Salesforce administrator.

• Required credentials are missing and the Salesforce user could not be authenticated. Please check your Salesforce credentials and try again.

• The Salesforce user was authenticated but does not have permission to access the Salesforce resources. Please contact your Salesforce administrator for the correct permissions.

• The Salesforce user does not have permission to access the Splash client app. Please try to authenticate again. If the issue persists, contact your Salesforce administrator.

• The Salesforce organization or user is not active. Please contact your Salesforce administrator.

• An issue occurred with the Splash integration. Please contact Splash support for assistance.

• An authentication error occurred, please check your credentials and try again. If the issue persists, please contact your Salesforce administrator.

• An error occurred retrieving data from Salesforce. Please contact Splash support for assistance.

• The number of attempts to log in to Salesforce has exceeded the allowed maximum and/or

time period limit. Please try again later. If the issue persists, please contact Splash support.

• An error occurred retrieving data from Salesforce. Please contact Splash support.

• The configuration contains invalid field mappings. The following fields could not be found in

Salesforce {fields}. Please check the integration field mappings and try again.

• An internal Salesforce error occurred. The request could not be completed. Please try again later. If the issue persists, please contact Salesforce administrator.

6.2 The Debugger

The integration has a built-in debugger to assist with troubleshooting in the event of an error.

1. In the Splash Salesforce Integration tab, locate and click the Debugger button at the top of the page.

The debugger displays in a modal window.



Figure 22. Splash Salesforce Integration Debugger

2. Enter the event URL or ID.

a. The URL is simply the URL of the public-facing page, which can be copied and pasted from a browser address bar.

Figure 23. Event URL

b. To use the event ID, locate the Event Settings icon on the event page. Click this icon to access many behind-the-scenes options for events.

c. Select the Site Metadata tab at the top of the page. Locate the Event ID at the bottom of this screen.



Figure 24. Event Settings: Site Metadata Tab

d. Copy and paste this number into the field in the debugger.

3. Once the event is specified, choose a debugger action from the picklist. Begin with Load Salesforce Error History.

Errors are listed here in a table with some brief information about the nature of the error.



Figure 25. Splash Salesforce Debugger Action

4. Click View Log for more detailed information.

Figure 26. Splash Salesforce Debugger: Error History Table

Figure 27. Splash Salesforce Debugger: Error History Details

5. Load Full Guest List Report retrieves the entire Salesforce guest list for the selected event.

It returns a list of each guest and information about them such as their Splash ID, Salesforce ID, status in Salesforce and in Splash, and more.



Figure 28. Splash Salesforce Debugger: Full Guest List Reconciliation Report

6. Load Salesforce Object retrieves information about the Salesforce object, identified by entering the Salesforce Object and Salesforce Object.Id.

The results display the automatically populated Campaign ID as well as the object and its associated value.

Note: Locate the Salesforce Object ID for a Campaign by selecting Splash Event Settings and then the Integrations tab.

Figure 29. Splash Salesforce Debugger: Load Salesforce Object

7. Describe Salesforce Object utilizes the Salesforce object along with the automatically populated event to retrieve all fields and associated types, in addition to whether Splash must map them and whether they have values. Select a value to expand the field’s row and display field values.



Figure 30. Splash Salesforce Debugger: Describe Salesforce Object

Documents

SPLASH SALESFORCE SALES CLOUD INTEGRATION GUIDE · Salesforce Leads or Contacts based on the information entered during registration such as email, company, etc. Any question asked