Your Higher Logic Thrive Marketing Enterprise (Thrive Marketing Enterprise) account can easily be integrated with your Salesforce database in order to enhance the capabilities of your customer relationship management (CRM) system.
Salesforce integration information
This article provides high-level information that you should review before you begin the integration process, so that you:
- know what to expect;
- can prepare the necessary resources and materials; and
- can review commonly asked questions about the integration's operations.
NOTE: The integration is compatible with the Unlimited, Enterprise, and Professional editions of Salesforce and can be used with multiple Thrive Marketing Enterprise accounts.
Prepare for the integration
Prior to installing the integration, review the following.
- Verify that your Thrive Marketing Enterprise account is licensed for an integration. You can confirm this with your Implementation Project Manager or by creating a case with our Support team.
- Visit (and bookmark) the Salesforce Integration Overview article for information about required permissions and Higher Logic recommendations.
- TIP: Bookmark this link to all of the Salesforce integration articles for future reference.
- This integration requires a Systems Administration user.
- If your Salesforce account is integrated with a Higher Logic Thrive Community site, you can use the existing credentials for this integration with your Thrive Marketing Enterprise account. You can coordinate this with your Implementation Project Manager or Support team representative.
- A standard Salesforce licensed user login is required for this integration; and the associated password should be set to never expire.
- This login can be a standalone login (recommended) or an existing login; all information related to the integration (tracking, new record creation) will be associated to this user.
Integration installation overview
Below are the steps that are necessary to successfully set up the integration. Review this information so that you know what to expect.
Complete the Salesforce integration steps
Access your Salesforce account to complete the steps that are detailed in:
Create an integration-specific user
In your Salesforce account, create an integration-specific user with the following.
- An email address that easily identifies the user as being specific to the integration; for example: integration@higherlogic.com
- Permissions: System Administrator
- Password-Reset Rules: Never expire
Provide Salesforce information
Provide the following information to your Implementation Project Manager or Support team representative.
- Salesforce User Name
- Salesforce Org Name
- Salesforce Org ID
Post-configuration steps
After the integration is set up:
- Review the integration documentation and learning materials.
- Update the integration settings and enter the password.
- Create an upload job.
NOTE: This upload job can be a master sync. The details for this Report or Campaign could be one of your largest from Salesforce or it could be a new report that looks for anyone with an email address.
- Enable tracking.
NOTE: Initially, the tracking information will sync for the last two weeks. We recommend that you select all tracking activities; this can be disabled later.
- Configure the Salesforce integration options (mapping fields, messages, and templates).
Advanced testing
If you would like to do additional testing, notify the Implementation Project Manager or the Support team representative with whom you've worked on the integration.
Frequently asked questions
| Question | Answer |
|---|---|
| Why are there multiple opens in an individual's activity history? | Thrive Marketing Enterprise reports on all opens; so each time a recipient opens a message, it is scored and tracked. |
| Why are there multiple link clicks in an individual's activity history? | Thrive Marketing Enterprise reports on all link clicks; so each time a recipient clicks a link, it is scored and tracked. |
| 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. Check the report to ensure either of these is present. |
| When I select Upload Jobs it says that the API may be down. What can I do? | Update the credentials for the Salesforce integration as described in Salesforce Integration Guide. |
| Why am I getting: "This upload job has one or more groups to which you do not have access." | If you have an Enterprise account, ensure that:
|
| Why is tracking data not updating to my Salesforce account? | Verify that tracking data has been selected. If not, log in to Thrive Marketing Enterprise and:
See Salesforce Integration Guide to learn more. |
| Why would an individual record be missing tracking data? | Ensure that the individual is assigned a Contact ID or Lead ID. If the individual was not uploaded via the Real Magnet Upload Scheduler, you must ensure that one of these IDs is mapped to the Custom Member ID. This is how Salesforce identifies that individual in the database. If this information is missing, tracking data is not written to Salesforce for that individual. |
| What happens if the tracking data portion is canceled mid-stream? | Thrive Marketing Enterprise logs the failure and re-attempts to send the data to Salesforce. |
| Why can I not see the Thrive Marketing Enterprise Marketing Automation window on my record? | Verify that:
|