Salesforce Integration Guide

  • Updated

NOTE: This guide assumes you have already integrated Communications Enterprise with Salesforce. If you haven't, see Install & Configure Salesforce for Communications Enterprise to learn how to do so.

This integration uses the Salesforce API in conjunction with Communications Enterprise's API. It is compatible across all browsers, and can be uses in conjunction with Communications Enterprise. The integration is compatible with the Salesforce API.

NOTE: Depending on your workflow and Salesforce configuration, you may ultimately decide to use the integration from within Salesforce only. With this option, there is the additional caveat that this feature uses an iFrame, and iFrames are known to rely heavily on browser and machine settings.

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Who should read this guide?

This guide is for Communications Enterprise users responsible for determining messaging and contact management guidelines. It assumes that you are familiar with:

  • Using Communications Enterprise
  • Using Salesforce, including:
  • Managing data within Salesforce, and record creation
  • Your organization’s Salesforce data practices

Initial Setup

NOTE: Before using the integration, ensure all Salesforce packages have been installed.

For this integration, you must ensure:

  • The following Salesforce packages have been installed: Baseline Package and Marketing Automation Package. (If you want the use of lead scores, Marketing Automation must be enabled for your Communications Enterprise account.)
  • Communications Enterprise has enabled the integration for your account. Refer to your implementation guide as to what credentials are needed.

Failure Notifications

Whenever there is a failure for the integration, an individual can opt-in to receive a daily notification.

To modify this setting:

  1. Log in to Communications Enterprise.
  2. Select Salesforce Management.
  3. Select Settings.
  4. Under Failure Report, ensure that Enabled is set to YES.
  5. Enter a Run Time.
  6. Enter the email address(es) (comma separated format).
  7. Click Save.

Updating Salesforce Credentials

In Salesforce, the default length of time before user passwords expire is 90 days. Once a password in Salesforce expires, the Salesforce User must create a new password. Once created, Salesforce also resets the Security Token. This integration requires the:

  • Salesforce Password
  • Salesforce Security Token

NOTE: An administrative user must update these credentials in Communications Enterprise.

Current admin experience

  1. Select Tools.
  2. Select Account Management.
  3. Select Integration Settings.
  4. Enter the Security Token.
  5. Enter the Password.
  6. Click Save.

New admin experience

  1. Navigate to Settings > Integration Settings.
  2. Enter the Security Token.
  3. Enter the Password.
  4. Click Save.

Salesforce User Permissions

The Communications Enterprise integration requires a Salesforce license with access to Leads, Contacts, and Reports, with the additional settings:

  • Run Reports
  • Export Reports
  • Custom Object Permissions
  • Read
  • Create
  • Edit
  • Delete
  • View All
  • Modify All
  • Communications Enterprise Activity History
  • Read
  • Create
  • Edit
  • Delete
  • View All
  • Modify All
  • Contacts
  • Read
  • Create
  • Edit
  • View All
  • Modify All
  • Leads
  • Read
  • Create
  • Edit
  • View All
  • Modify All
  • This user must be a marketing user
  • This record will be used for programmatic access via the API. It should not have a periodic password-reset requirement, which would result in complete outages in the integration.

NOTE: If you are creating a user, use a username that identifies your organization, such as integrationhl@yourorg.com.

NOTE: Whether creating a user or using an existing one, set the contact Email Address to integration@higherlogic.com.

Communications Enterprise User Permissions

A Communications Enterprise account administrator can designate what users in the account have permission to access the integration. Below you will find tables detailing what each permission level means and what a user can do with that permission.

To assign a permission:

  1. Select Tools.
  2. Select Account Management.
  3. Select Integration Access Levels.

Scheduled Upload

Permission Level View Run Create/Schedule Edit Delete
Full Access Y Y Y Y Y
Read Only Y Y N N N
No Access N N N N N

NOTE: In order to use SyncOnSend, users must at least have Read Only access for Uploads.

Tracking

Permission Level View Edit
Full Access Y Y
Read Only Y N
No Access N N

Configure Tracking Information in the Communications Enterprise Account

As a default, no tracking information is selected to push over to the production environment. In order to select what tracking information is pushed to Salesforce and when, an administrator must log in to Communications Enterprise.

Communications Enterprise recommends that full access over manage tracking be a permission granted only to other administrators. Once tracking information has been selected, Communications Enterprise will only sync records with Salesforce from that point onward. It is for this reason that access to this panel should remain limited.

NOTE: This page also provides detailed error descriptions in the event any records have not synced the night before.

NOTE: Communications Enterprise tracking data will use the data storage in your Salesforce account.

To enable tracking:

  1. Log in to Communications Enterprise.
  2. Select Tools.
  3. Select Salesforce Management.
  4. Select Manage Tracking.
  5. Select the Tracking items to sync to the Salesforce.
  6. Select the time you would like for this information to come over.

NOTE: With any integration platform, there is a known use of data; for this reason, Communications Enterprise recommends that the data be sent over in off-peak hours.

Options for tracking data that can be returned to Salesforce include:

  • Email Delivered
  • Opens
  • Click-throughs
  • Unsubscribes
  • Subscribes
  • Suppressed
  • All Bounces
  • Soft Bounces
  • Hard Bounces
  • User Not Found Mailbox Full
  • Bad Domain
  • Temporarily Unavailable
  • In Progress
  • Send Failed
  • Fax Sends
  • SMS Sends
  • Event Signups
  • Survey Submissions
  • Facebook Posts
  • Facebook Comments
  • Facebook Likes
  • Twitter Tweets
  • Twitter Replies
  • Twitter Mentions
  • Twitter Retweets
  • Landing Pages Submitted
  • Website Visits
  • Goal Reached

Initial Marketing Automation Setup

Account Configuration

When coming on board with Communications Enterprise, the default configurations in Communications Enterprise are below. If these configuration settings should change, this is reviewed throughout the integration process. If these settings should be changed after the integration has completed, create a case.

1. Communications Enterprise Activity History Table

Tracking will push back to the Communications Enterprise Activity History custom object in Salesforce. If you want to send the tracking activity back to the native Salesforce Activity table, this is an account configuration that should be made known to the integration team.

2. Contacts and Leads are Matched

When record creation is selected in Marketing Automation Campaigns, the Real Magnet integration will go through the workflow below. If this option is disabled, the integration will only search against the record type creation selected in the Marketing Automation Campaign.

Create the Marketing Automation Campaign to create the specific record type (e.g., Lead).

Before creating a Lead in Salesforce, Communications Enterprise will search SFDC for a matching Contact -- based on the key field -- and proceed using the following logic.

Is there a matching Contact? If:

Yes: Insert the Contact ID into the Custom Member ID field in Communications Enterprise.

No: Search the Leads for a matching Lead (based on the key field).

Is there a matching Lead? If:

Yes: Insert the Lead ID into the Custom Member ID field in Real Magnet.

No: Create the Lead in Salesforce.

3. Match Contacts before Lead

When this option is selected, despite which record type is selected in the Marketing Automation Campaign, Communications Enterprise will create the record as a Contact.

Configure Marketing Automation-Salesforce integration options

Use the Salesforce Integration Options page to manage the integration between your Communications Enterprise Marketing Automation account and your Salesforce account. See Salesforce Integration Options for Marketing Automation to learn more about this page.

To access the page:

  1. Access the Admin interface.
  2. Navigate to Campaigns > Salesforce Integration.

TIP: Each section has a circled "i" icon next to the title. Click these to access on-page information boxes that have details that are specific to that section.

Accessing Communications Enterprise from Salesforce

The integration provides the user several access points to Communications Enterprise via an iFrame.

NOTE: In order to access these tools, the Real Magnet icon must be enabled.

Log in to Communications Enterprise via Salesforce

  1. Click the All Tabs icon (+) in the Salesforce toolbar.
  2. Select Real Magnet.

Considerations before Uploading a Salesforce Campaign or Report

Uploading recipients from the Salesforce interface to Communications Enterprise can be performed in a variety of ways. Below are the considerations that must be made before you upload your first Campaign or Report from Salesforce.

Unique Identifiers

Every database-driven system has a way to enforce uniqueness on records to avoid duplicates. Communications Enterprise offers two options for determining uniqueness:

  1. Email address
  2. Contact ID or Lead ID (custom member ID)

NOTE: The default setting has the recipient’s email address as the unique ID. If Contact ID or Lead ID is selected as the account option, the maintenance of duplicate records is the responsibility of the user/client. It is for this purpose that Custom Member ID as the unique identifier is only recommended if there is an accompanying AMS.

Email as a Unique ID

When this default option is enabled, Communications Enterprise will only create one record for any single email address. For every record uploaded to Communications Enterprise that contains a custom ID and an email address, Communications Enterprise will create a unique record based on that email address.

NOTE: There can be NO duplicate email addresses with this method. This option also presents the question of how to update email addresses in the Communications Enterprise account.

Implications

  • Recipients only have one email address in the system and will not be sent duplicate messages
  • Email addresses are not overwritten when a list is uploaded from Salesforce. Instead, a new record will be created in Communications Enterprise
  • Communications Enterprise validates emails uploaded to the Communications Enterprise system

Custom Member ID as a Unique ID

When custom ID is the unique ID, the Contact or Lead ID will become the unique identifier.

Implications

  • Every record uploaded to Communications Enterprise must contain a Salesforce Contact or Lead ID
  • Duplicate email addresses can exist
  • Communications Enterprise does not validate Custom IDs uploaded to the Communications Enterprise system
  • Data management is completed by the client team – data should be closely maintained in the database of record

Replacing Communications Enterprise Records

At times there may be a reason for replacing a list of recipients in a given group; this is particularly true when it comes to updated membership lists or when your unsubscribe setting is unsubscribe to specified group:

Communications Enterprise provides two options when uploading a list:

  • Adding recipients - If add to existing list is selected, Communications Enterprise will only add the records to the group with the records from the upload. Individual records will not be updated or overwritten.
  • Replacing recipients - If Replace existing list is selected, Communications Enterprise will replace the records in the group with the records from the upload. The records being removed are not deleted, only removed from the group (they remain in the database), and there is no impact on the historical data.

NOTE: The replace method can be made the default. To do so, submit a request to your Implementation Project Manager or to Support.

If Replace is selected (Communications Enterprise’s default setting to overwrite existing data), based on the unique identifier will overwrite the corresponding data that exists in Communications Enterprise. This can be particularly useful in instances where there is one database of record that is in the process of being constantly updated.

NOTE: Add to Group will not update individual records in Communications Enterprise.

Character Limitations

When uploading a list to Communications Enterprise the maximum characters allowed per field are:

Field Type Characters
E-mail, Address 1, Address 2, All Custom Fields 100 Characters
First name, Last Name, Phone, Fax, City, State, Zip 50 Characters
Company 200 Characters
Enhanced Personalization Field 250 Characters

Uploading a Salesforce Campaign or Report to Communications Enterprise

All individual Campaigns or Reports that are transferred from Salesforce to Real Magnet are referred to as an upload job. Upload jobs that are allowed via the integration are:

  • Campaigns
  • Reports in a Folder

Transferring Lists from Salesforce to Communications Enterprise

Data can be transferred from Salesforce to Communications Enterprise via:

  • A scheduled upload or one-time transfer from within Communications Enterprise
  • Upon sending a Communications Enterprise message to a view from the Contact or Lead pages

Scheduled Upload

The Real Magnet Upload Scheduler (RMUS) is a feature of the integration that allows for automated uploads to Communications Enterprise; it is extremely useful in the event there are any lists that you send to on a regular basis.

It allows the following upload job types:

  • Run Now - This upload job will run once. Once completed, edits or changes cannot be made to this upload job.
  • On Demand - This upload job will only run when the green play icon is clicked or using the Sync on Send functionality. This will deploy the upload job when a message is scheduled to send to the group attached to the upload job.
  • Scheduled - This upload job will run on a scheduled basis, either daily or weekly, and can be manually run by clicking the green play button. When selecting a group connected to an active Marketing Automation campaign, this option can also upload groups on an hourly basis.

The RMUS can be accessed by logging into Communications Enterprise and selecting Tools. The details below will cover all aspects of the RMUS.

Icon Legend

Icon Description
Delete the upload job.
Edit the upload job. This function only applies to On Demand and Scheduled jobs.
Run job. This function only applies to On Demand and Scheduled jobs.
View the rejected individual records (Communications Enterprise validates all email addresses uploaded to Communications Enterprise).

Upload Jobs Page Overview

This page contains a list of your existing upload jobs in the Communications Enterprise platform, you’ll see a list of the existing upload jobs, and it will contain the following:

  • List Name - The name of the Campaign or Report in Salesforce.
  • Date Created - The date the upload job was created.
  • Job Type - Whether the job is Run Now, On Demand, or Scheduled.
  • Frequency - The frequency of the scheduled job, for Run Now and On Demand this will remain blank
  • Scheduled time - The times the job has either completed or is scheduled to run next.
  • Start Time (HH:MM) – The time the upload job is scheduled to start.
  • Last Run (MM/DD/YYYY HH:MM) – The time the upload job was last executed and completed.
  • Next Run (MM/DD/YYYY HH:MM) – The next scheduled time it is set to run.
  • Group Results - The group in Communications Enterprise the query was uploaded to and the results of the last upload, that includes the total number in the group and the number added. Any error that may occur on upload will surface here.
  • Actions - The allowed actions a user can make to the upload job.

Create an Upload Job

To create an upload job in Communications Enterprise:

  1. Select Tools.
  2. Select Salesforce Management.
  3. Select Create Upload Job.
  4. Select a query
  5. Select Create Map.
  6. Select View Entire Field List or One by One.
  7. Select which columns you would like to bring over to Communications Enterprise. These are a one-to-one relationship when mapping fields. This means that you can only map the fields on the left side of the screen with one item on the Communications Enterprise side once.

  1. Click Create Schedule.
  2. Select Create New Group or Add to Existing Group.
  3. Select either Add to existing group or Replace existing list.
  4. Depending on account settings the third upload step may reveal the option whether or not to update. Select Do not Update Existing Records (Only Add Records To Group) or Update Existing Records.
  5. Click Create.
  6. Select your frequency: Run Now, On Demand, or Scheduled.
  7. Click Submit.

Send a Communications Enterprise Message to a View from the Contacts or Leads Page

When in Salesforce using the Marketing Automation component, you can also send a message to Contacts and Leads from within a view. This process will create a new group in Communications Enterprise and upload your recipients according to the mapped fields in your Marketing Automation portal.

  1. When in Salesforce, select Leads or Contacts.
  2. Select the view you would like to send a message to. Ensure that this view compensates for those who shouldn’t receive the message.
  3. Select Send RM Email. This option will always send the message immediately.

On this page, select whether this should be an existing message that you’ve granted access to the login from the Salesforce Integration Options Page during installation, or you can send a new message created from the templates you’ve granted access to for that Salesforce user. See Salesforce Integration Options Page for Marketing Automation to learn more.

Send an Existing Message

  1. Select the An existing message option.
  2. Click the select a message... link to the right and select your message.
  3. Select to preview your message.
  4. Enter the From Address.
  5. Enter the Subject Line.
  6. Select a Message Category.
  7. Click Send test email. Confirm your test message content.
  8. Click Send bulk emails.

Send a New Message

You’ll first need to configure the available templates per Salesforce user. This will allow the content to be entered into the message – this should be completed before you begin this process, or preferably during installation. See Salesforce Integration Options Page for Marketing Automation to learn more.

Your template in Communications Enterprise will only need to append the keyword: INSERT_RECIPIENT_LIST_HTML wherever you would like this custom content to appear.

  1. Select the A custom message option.
  2. Click the link to the right and select your template.
  3. Enter your message content in the Custom Content area.

  1. Click to preview your message.

  1. Enter the From Address.
  2. Enter the Subject Line.
  3. Select a Message Category.
  4. Click Send test email. Confirm your test message content.
  5. Click Send bulk emails.

Manually Upload Individual Queries to Communications Enterprise

You may have users that want to upload .CSV files into the system, independent of the integration. When uploading a list within Communications Enterprise, independent of the RMUS in order for tracking information to report back to Salesforce, a user must include the Contact or Lead ID and email address. Upon upload, the user must map the Contact or Lead ID column to the Custom Member ID field in Communications Enterprise.

Field Type Characters
E-mail, Address 1, Address 2, All Custom Fields 100 Characters
First name, Last Name, Phone, Fax, City, State, Zip 50 Characters
Company 200 Characters
Enhanced Personalization Field 250 Characters

Communications Enterprise Data in Salesforce

The tracking result of a message or campaign is the only information to report back to Salesforce; this includes opt-out information. This information is pushed back in two locations:

  • Individual Message Level
  • Contacts and Leads will receive tracking information - Communications Enterprise Messaging Activity will update once a day.
  • Individual Marketing Automation Level
  • Contacts and Leads will receive tracking information for Communications Enterprise Lead Score, Lead Date, and Activity, which is updated every hour based on Lead Scoring Marketing Automation Campaigns.
  • Contacts and Leads will receive tracking information for any linked Real Magnet Campaign to the Salesforce campaign level.

The Communications Enterprise tracking data is displayed on the Salesforce Contact or Lead page, under the Real Magnet Activity History related list.

The tab can contain the following details, based on the configuration of your the Related List:

  • Activity - This will contain Activity Subcodes. See Activity Codes and Subcodes for more information about Activity Subcodes.
  • Activity Date - This is the date of the activity.
  • Activity Group - This will contain the Activity Code. See Activity Codes and Subcodes for more information about Activity Codes.
  • Created By - The Salesforce Login provisioned with the Real Magnet account.
  • Email Address - The email address in Communications Enterprise associated with the activity.
  • Link Label - This is the link label.
  • Link URL - The URL of the link clicked or the website visited.
  • Message Name - The Message Name from Communications Enterprise. This is defined as either an Event Item Name, Survey Name, MA Campaign Name, Landing Page Name or the Message Name in Communications Enterprise.
  • Real Magnet Group - If the message is sent to a group, this will display the group name, or if the unsubscribe setting for the account is by specific group (deprecated) this will populate with the group name.
  • Unsubscribe Category - If there is a Message or Group Category assigned and an individual unsubscribes or subscribes this will populate with that category name.

For the Marketing Automation component, the fields related to lead scoring or specific automation campaigns will update every hour. These fields are:

  • RM Activity
  • RM Lead Score
  • RM Lead Date

The Canvas App displays the recipient’s Marketing Automation detail, and will update up to the minute. Information stored in the Canvas window is stored in Communications Enterprise and will not impact your Salesforce data usage.

Create Reports in Salesforce

Using Communications Enterprise Activity and the data already collected within Salesforce, you can generate custom reports.

To create a report:

  1. Select Reports.
  2. Select Other Reports.
  3. Select one of the Communications Enterprise reports highlighted below:

In the report example below, using the report type Contacts and Real Magnet Activities, we combine message activity (opens) with recipient titles to see the breakdown of who is actually opening our email messages.

Report Compilation Sample

Resulting Dashboard

Creating Dashboards

Dashboards provide a graphical view of the data in your reports. Visit Build a Salesforce Classic Dashboard for more detailed information.

  1. Create the custom reports containing the data you want to display.
  2. Click the Dashboards tab.
  3. Click Go To Dashboard List.
  4. Click New Dashboard.
  5. Customize your dashboard.
  6. Click Save.

Salesforce Dashboard Sample

Viewing Marketing Automation Information in Salesforce

Once integrated with Communications Enterprise’s Marketing Automation platform, a few additional items will be visible to you in Salesforce. Additionally, there's added functionality that will make it possible to update the information in Salesforce collected from Communications Enterprise. For this portion, you must ensure:

  • Marketing Automation is enabled for your Communications Enterprise account
  • You have installed the Marketing Automation Package (see Integrating Marketing Automation with Salesforce)
  • Recipients you would like to track have a Contact or Lead ID

Items in Salesforce:

  • Custom View for Contacts and Leads
  • Real Magnet Individual Marketing Automation Profile
  • Real Magnet Marketing Automation Campaigns Overview

Custom View for Contacts and Leads

Once the integration with Marketing Automation is installed, the integration will also install a custom view (this view is only accessible to Real Magnet versions of Salesforce or above). To access it:

  1. Proceed to the All Tabs icon in the Salesforce Toolbar.
  2. Select Real Magnet MA.

This will display the Hot Leads and Contacts. This view places an emphasis on records that have a Communications Enterprise Lead Score.

Communications Enterprise Individual Marketing Automation Profile

The tracking result of a Marketing Automation campaign reports back to Salesforce under the individual record. This data is natively stored in Communications Enterprise and will not impact your performance; it is also updated to the minute.

Once on the individual Contact or Lead page, scroll to the Canvas App.

Communications Enterprise Marketing Automation Campaigns Overview

The tracking result of all Marketing Automation campaigns also reports back to Salesforce, under Campaigns. You can view this information by:

  • Individual Campaigns linked to Communications Enterprise Marketing Automation Campaigns
  • All Communications Enterprise campaigns

Individual Campaigns linked to Communications Enterprise Marketing Automation Campaigns

There are four types of Marketing Automation Campaigns in Communications Enterprise that will link to your Salesforce account:

  • Call to Action (Rolling or Fixed)
  • Fundraising (Rolling or Fixed)
  • Landing Page
  • Lead Scoring

When configuring any of these four types of campaigns in Communications Enterprise, you must enter the corresponding Salesforce campaign ID into the Marketing Automation Campaign. Once entered, the button to Report in Real Magnet in Salesforce will link to the Communications Enterprise Marketing Automation campaign.

Data found under the Report in Real Magnet button is natively stored in Communications Enterprise and will not impact your performance; it is also updated to the minute.

  1. Click Campaigns.
  2. Select a Campaign you have associated in Communications Enterprise.
  3. Click Report in Real Magnet.

  1. This will provide an overview of your connected campaign in Communications Enterprise

  1. If you want to see all of your campaigns in Communications Enterprise, click Back to Campaign List.

  1. This will provide an overview of your campaigns in Communications Enterprise. Selecting them will display the tracking details for each campaign.

Create and Modify Records

Once integrated with Communications Enterprise’s Marketing Automation platform, there will be added functionality enabling you to update the information in Salesforce collected from Communications Enterprise and create new records. For this portion, you must ensure:

Items in Salesforce:

  • Creating new records in Salesforce
  • Updating Salesforce Fields with Real Magnet Data
  • Creating records in Salesforce via Real Magnet Call to Action (Rolling or Fixed)
  • Creating records in Salesforce via Real Magnet Fundraising (Rolling or Fixed)
  • Creating records in Salesforce via Real Magnet Landing Pages
  • Creating records in Salesforce via Real Magnet Lead Scoring
  • Updating unsubscribe fields in Salesforce

There are four types of Marketing Automation Campaigns in Communications Enterprise that will either create or modify records in Salesforce:

  • Call to Action (Rolling or Fixed)
  • Fundraising (Rolling or Fixed)
  • Landing Page
  • Lead Scoring

Once these campaigns are configured, one of the last options for these campaigns will be whether to send this information back to Salesforce ( Landing pages are discussed in detail below). When configuring any of these four types of campaigns in Communications Enterprise, you must enter the corresponding Salesforce campaign ID into the Marketing Automation Campaign.

Create Records in Salesforce

When creating any of the four types of Campaigns listed above, there is the option to create records. For this functionality to work, you need the Campaign ID.

To find your campaign ID:

  1. Navigate to Salesforce.
  2. Click Campaigns.
  3. Select the Campaign you would like to connect to Communications Enterprise.
  4. Copy the ID at the end of the URL (e.g., https://www.salesforce.com/70140000000Be).

To begin this process, in the Marketing Automation Campaign > Integration Options area:

  1. Select Integrate this campaign with Salesforce.
  2. Enter the Campaign ID from Salesforce.
  3. Select Create new records for this campaign in Salesforce.
  4. Select the record type (Contacts or Leads).

NOTE: If Create new records for this Campaign in Salesforce is not selected, new records will not be created in Salesforce. Existing Contacts or Leads in Salesforce will be added to the Campaign based on the Email Address and the action they took (e.g., email opened).

Update Campaign Status in Salesforce

When selecting one of the four campaign types mentioned above, there is the additional option to update the campaign status. Lead Scoring campaigns have additional fields that can be updated – this is expanded upon below.

Call to Action or Fundraising Campaigns

Call to Action or Fundraising Campaigns will only update the Campaign Status to the following statuses:

NOTE: These events are listed in order from highest to lowest value. The record’s Salesforce Campaign status will be set to the highest valued event that has occurred.

  1. Campaign Success
  2. Campaign Abandoned
  3. Link Clicked
  4. Email Opened
  5. Email Sent

Landing Page Campaigns

Landing Page Campaigns will only update the Campaign Status to the following status:

  1. Landing Page Submitted

Lead Scoring Campaigns

Lead Scoring Campaigns work with Thresholds; once a recipient reaches a Threshold (a set Lead Score), the Campaign Status is entirely customizable. Communications Enterprise users may enter whatever value they would like to set as the Campaign Status.

If no threshold is created with a custom Campaign Status, and the Lead Scoring Campaign is connected to a Real Magnet Landing Page, Call to Action, or Fundraising Campaign, the Lead Scoring Campaign will pass the connected campaign’s status.

EXAMPLE: If a Lead Scoring Campaign has enrolled anyone who has completed Landing Page A when the Campaign Status updates in Salesforce, the Campaign Status will read Landing Page Submitted.

If Thresholds are used, and the Thresholds are met, Communications Enterprise will pass that Campaign Status to the Salesforce Campaign.

Thresholds are a one-time action that occurs in the Marketing Automation campaign. Once a recipient accrues a set number of points this will update the Campaign Status in Salesforce.

Updating Salesforce Fields

Lead Scoring Campaigns

Creating a Lead Scoring campaign include some of the most advanced functionality when it comes to updating Salesforce. When creating a Lead Scoring campaign, there are two options to update records in Salesforce:

  • Updating the Salesforce Real Magnet Lead fields
  • Updated Salesforce Contact or Lead fields

Contribute points earned in this campaign to the overall Salesforce lead score

Selecting Contribute points earned in this campaign to the overall Salesforce lead score will update the following fields:

  • RM Lead Score field in Salesforce - This value will always reflect the most recent value, and is cumulative across all lead scoring campaigns in Communications Enterprise with the flag checked.
  • RM Last Activity - This is the last activity type completed in Communications Enterprise (e.g., message sent).
  • RM Lead Date - This is the last date and time of the most recent activity connected with a Lead or Contact.

Opting to connect this campaign with a specific Salesforce campaign will enable several options that are available once you enter the campaign ID.

You will then be given the option to update and create new campaign members as with the other campaigns. But you can also associate the Salesforce campaign with a threshold in the Communications Enterprise Marketing Automation Campaign.

Thresholds are a one-time action that occurs in the Marketing Automation campaign. Once a recipient accrues a set number of points, this will update the Contact or Lead field in Salesforce. There is no limitation to the number of thresholds; however, they cannot contain the same numeric value. The simplest way to think of them is as a graduation requirement.

Updating Unsubscribe information to Salesforce

When using Marketing Automation, the unsubscribe information will not only write back as an activity, but you also have to option of updating a single field in Salesforce – this is typically the Email Opt Out field. This is also configured on the Salesforce Integration Options Page from within Marketing Automation in Communications Enterprise and should be completed by your administrative user during the installation process.

When configuring this option, you can update a single field in Salesforce for your leads or contacts; generally, this is reserved for the Email Opt Out Boolean field.

Frequently Asked Questions

Question Answer
Why are there multiple opens in my recipient’s activity history? Communications Enterprise reports back gross opens. This means that each time a recipient opens the message, this record is scored and tracked.
Why are there multiple links in my recipient’s activity history? Communications Enterprise reports back gross links.
Why is there an error when I attempt to upload a report? Your report must contain the either of the following fields: Contact ID or Lead ID
What should I do when I receive the error: The Salesforce list XXX does not appear to be valid anymore." You'll have to recreate the upload job, the integration leverages the API ID for the report - however, when the report changes folder or is renamed the ID can change. 
When I select Upload Jobs it says that the API may be down, why? Update the credentials for the Salesforce integration. To do so, follow the steps in the Initial Setup > Updating Salesforce Credentials section above.
Why is there no tracking data updating to my Salesforce? Did you select tracking data? Log in to Communications Enterprise and then:

1. Select Tools.
2. Select Salesforce Management.
3. Select Manage Tracking.
4. Select the Tracking items to sync to Salesforce.
Why is this individual record missing tracking information? Ensure that individual is assigned a Contact or Lead ID. If the individual was uploaded outside of the Real Magnet Upload Scheduler, you must ensure that it also has its Contact or Lead ID mapped to the Custom Member ID.

This is how the Salesforce platform identifies that individual in its database. If an individual is missing this information, no tracking information will push back for that recipient to Salesforce.
Why am I getting the message: “This upload job has one or more groups to which you do not have access.”? Do you have access to the group? If you have an Enterprise account, you will need to ensure that you have access to the group the Upload Job is connected to, or ensure that the group has not been archived.
Why can’t I see the Real Magnet Marketing Automation window on my record? Has the Marketing Automation component been installed in your Salesforce account, and is it active in your Communications Enterprise account?

If yes, you may need to grant permissions to pop-ups in your browser, as the application does employ a pop-up to the Communications Enterprise site.
What happens if the tracking data portion is canceled mid-stream? Communications Enterprise logs the failure and re-attempts to send the data to Salesforce.
What happens if I am using Firefox? Due to Firefox’s security configurations, as part of this integration installation, we recommend clients complete the following:

1. Add magnetmail.net to the popup blocker exception.
2. Add your Salesforce domain to the popup blocker exception
3. Exported files will need to be downloaded via Tools: (a) Select Reports. (b) Find your export, right click Get File. (c) Select Save Link as.
What happens if I am using Internet Explorer? Due to Internet Explorer’s security configurations, as part of this integration installation, we recommend clients complete the following:

1. Add magnetmail.net to Trusted Sites.
2. Use Compatibility Mode.
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