Salesforce Connection

What: The Salesforce connection allows you to sync visitor data between BlueConic and Salesforce (back and forth) in real time.

About BlueConic: The BlueConic customer data platform harnesses the data required to power the recognition of an individual at each interaction, and then synchronizes their intent across the marketing ecosystem.

Why: CRM data integrated into BlueConic is prime material for segmentation and personalization. BlueConic features a unique data collection engine that captures data at the customer level for known and anonymous users. For known users, or once a user becomes known, having this data in your CRM will arm your call center and other communication platforms with relevant details about your customers' explicit and implicit intents.

About the Salesforce Connection

The Salesforce customer relationship management system provides a service that collects sales lead and contact information and stores it in rich visitor profiles. BlueConic is able to synchronize its own information with Salesforce using the Salesforce Connection, enriching the available information on both sides. The Salesforce Connection provides matching between BlueConic profiles and Salesforce Leads, Contacts, or Person objects, allows asymmetric synchronization, supports Lead creation, and lets the sales team see live BlueConic information in Salesforce.

The following components are required in order to configure the Salesforce connection in BlueConic:

Setting up the Salesforce connection

Setting up and running a connection between BlueConic and Salesforce consists of several steps:

The following sections explain these steps in more detail. See the Synchronization section for notes on how data is exchanged between the two systems.

Create a Salesforce connection

Start by creating a Salesforce connection in BlueConic:

  1. In the BlueConic navigation bar, select Connections.
  2. Click [Add connection].
  3. Select "Salesforce Connection" to create a new Salesforce connection.
  4. Enter a title for the connection, e.g. "Salesforce."

Once you have created a Salesforce connection in BlueConic, you can start to configure it. 

Configure BlueConic API Access

Salesforce needs to be allowed to connect to BlueConic to instantly send updates from its side or to retrieve and display information.

  1. Think up and enter a new Consumer Key. This key will be used to set up a secure connection between BlueConic and Salesforce. The key can contain uppercase, lowercase, and underscore characters and numbers, for example: "2019Salesforce" or "My_CRM_system."
  2. Copy and paste your Consumer Key to a temporary note pad, as you will need it to configure Salesforce later.
  3. Click [Generate Secret] to generate a private secret key based on your consumer key.
  4. Copy and paste your Consumer Secret to a temporary location; you will need it to configure Salesforce later. Do this now, because the secret will be hidden once you navigate away from the connection!
  5. Click [Save] to store your changes.
  6. Observe the browser URL. Copy the connection id from the browser URL and paste it to a temporary location. The id will look like "d5c24bf2-b980-4d28-ba7c-2f118e42d0f2" and consists only of letters, numbers, and dashes (so no "=" or "&").

How do I set up a Salesforce connection to synchronize data between Salesforce and BlueConic?

You can always generate a new secret key. Doing so will invalidate all previously generated keys which will stop an already active connection from working.

Now that you have set up BlueConic API Access, Salesforce will be allowed to connect to BlueConic. Next you set up that part of the connection in Salesforce.

Install the Salesforce managed package

With the initial setup on the BlueConic side done and the important data copied in your notepad, now you need to inform Salesforce that you are going to work with a remote site.

  1. Open Salesforce.
  2. In the quick search field above the left menu pane, type "Remote Site" and select "Remote Site Settings."
  3. Click "New Remote Site."
  4. Name the remote site, for example "BlueConic."
  5. For remote site address, enter your BlueConic URL (e.g. "https://taylorshop.blueconic.net/").
  6. Make sure the remote site is active.
  7. Save your settings.

Next, install and configure the Salesforce managed package for BlueConic. This will allow Salesforce to send information to BlueConic.

Find the BlueConic app on the AppExchange or click the button below, click "Get It Now," and follow the instructions.

How to synchronize data using the BlueConic Salesforce Connection

Install the package for all users:

How do I synchronize data between Salesforce and BlueConic using the Salesforce Connection?

  1. After the installation you need to fill out the details that you copied and pasted to your notepad earlier:
    • Consumer Key: Enter the key that you thought up and copied.
    • Consumer Secret: Enter the secret that you generated and copied.
    • Server: Enter the BlueConic URL (e.g. "https://taylorshop.blueconic.net/").
    • Connection: Enter the id of the connection in BlueConic (e.g. "d5c24bf2-b980-4d28-ba7c-2f118e42d0f2") that you copied.
  2. Click [Save] to finish configuring the managed package.

How to manage package data between BlueConic and the Salesforce Connection

 

Salesforce can now send information to BlueConic, although it can't receive anything from BlueConic yet. We will configure the necessary connection settings in the next step.

Configure Salesforce Connection settings

To be able to send information from BlueConic to Salesforce, BlueConic needs to be authorized. We recommend that you not use your own user but instead use a separate user for authorizing BlueConic. This way your Salesforce reports will not be affected. Using a separate user may require you to adjust assignment rules or other Salesforce settings.

Take the following steps:

  1. Log out of Salesforce.
  2. Click the button [Connect with Salesforce].
  3. A popup opens where you can log in to Salesforce. Log in with the separate user (recommended), or with your own user. After you log in, Salesforce will ask for permissions.
  4. Click "Allow Access."
  5. If you want to limit the information exchange to customers or visitors in a specific BlueConic segment, select a segment other than "All Visitors."
  6. Save the connection.

How do I manage access between the Salesforce Connection and BlueConic?

Your connection should not show an error, which means that BlueConic can now send updates to Salesforce.

Configure the Salesforce page layout

Technically you are done now; two-way communication between Salesforce and BlueConic is now possible.

However, with a little extra configuration you can give your Sales team advanced access to BlueConic information without having to synchronize all data to Salesforce.

The Live Profile Viewer is an optional object that you can add to a page layout. As the Salesforce page is being loaded, it will request live information from BlueConic and make it available for inspection.

Set up the Live Profile Viewer as follows:

  1. In Salesforce, click "setup" in the top right.
  2. In the left menu select Build > Customize > Leads > Page Layouts.
  3. Click "Edit" for the layout that you want to add the Live Profile Viewer to.
  4. From the "Fields" bar, drag and drop the element "Section" to the "Lead Detail" block.
  5. In the popup:
    1. Enter a name for the section, for example "BlueConic Live Profile viewer."
    2. Select 1-column Layout.
    3. Click [OK].How do I map data between the Salesforce Connnection and BlueConic?
  6. In the layout bar, scroll the menu in the left down to select "VisualForce pages."
  7. Drag the "LeadProfile" page to the newly created Section.How do I use the Salesforce Connection to map data between Salesforce records and BlueConinc profiles?
  8. Save the layout.
  9. Hover over the blue LeadProfile area of the BlueConic Live Profile and click the wrench icon in the top right to modify its settings.

    How to map sections in Salesforce to live profiles in BlueConic using the Salesforce Connection?

  10. Save the layout.
  11. Repeat this for all layouts and also for Contacts. 

Using the Salesforce connection 

Now that you have a working connection between BlueConic and Salesforce, it is time to define exactly what will be synchronized between the two systems. You can determine:

  • What data to collect from Salesforce
  • What data to deliver to Salesforce
  • When to create a new Lead in Salesforce
  • How to match profiles in BlueConic to Leads, Contacts, or Persons in Salesforce
  • What BlueConic information to show in the Salesforce page layout.

The following sections delve deeper into your options for synchronizing BlueConic and Salesforce.

Collect settings

The collect settings allow you to determine which fields will be collected from Salesforce and how they will be mapped to BlueConic profile properties. You can add variables by clicking the [Add Variable] button.

Collecting variables is optional; if you don't need anything from Salesforce in BlueConic profile properties, it is okay to leave this section empty.

How do I use the BlueConic Salesforce Connection to collect variables?

Each variable has the following options:

Salesforce Object Type(s)
Indicate whether the field belongs to a Lead, Contact, Person, or any combination of these in Salesforce.
Salesforce Field Label
Select the field from Salesforce. Note that availability of fields is dependent on the selected object types.
Profile Property
Select the BlueConic profile property into which the Salesforce value should be collected by typing its name or by using advanced search to find it.
Merge Rule

The merge rule setting determines how a value collected from Salesforce will be stored into the BlueConic property. These are the options:

  • Set: Copy the value from Salesforce exactly to the profile property, overwriting the previous value.
  • Set if empty: Copy the value from Salesforce exactly to the profile property but only if it is empty. If the profile property already has a value, do nothing.
  • Add: Add the value from Salesforce to the list of values already in the profile property if it hasn't been added yet, omitting duplicates.
  • Sum: Numerically add the value from Salesforce to the value in the profile property. If the profile property was empty, it will be regarded as value 0. Only works for profile properties and values that contain integer numbers.

How to add numerical values from Salesforce to BlueConic using the Salesforce Connection?

To duplicate a variable click the copy icon, and to delete a variable click the delete icon in the right-hand column.

Deliver settings

Use the deliver settings to determine which BlueConic values will be delivered to Salesforce and to which Salesforce fields. You can add variables by selecting the type "Profile Property," "Segments" (to deliver the list of segment names a profile is part of), or "Permission Level" (to deliver a profile's permission level) and clicking the [Add Variable] button.

Warning
Make sure you always deliver all fields that are marked as "mandatory" in Salesforce! If you leave out mandatory fields, Salesforce will block the connection from creating any new leads because mandatory information is missing.

Delivering variables is optional; if you don't need anything from BlueConic in Salesforce, it is okay to leave this section empty.

How do I match profile properties in BlueConic to variables in Salesforce using the Salesforce Connection?

Each variable has the following options:

Variable
Select the BlueConic profile property whose value should be delivered to Salesforce by typing its name or by using advanced search to find it. If you added a variable of type "Segments" or "Permission Level" the variable has already been preselected for you.
Salesforce Object Type(s)
Indicate whether the field belongs to a Lead, a Contact, a Person, or any combination of those in Salesforce.
Salesforce Field Label
Select the "Field Name" from Salesforce. Note that availability of fields is dependent on the object types you selected.
Merge Rule

The merge rule setting determines how a value from the BlueConic profile property will be stored into the Salesforce field. These are the options:

  • Set: Copy the value from the profile property exactly to the field in Salesforce, overwriting the previous value. If the profile property contains a list of values and the Salesforce field is a text field all values will be concatenated into one string with a semicolon as separator (e.g. "value a; value b; value c").
  • Set if empty: Copy the value from the profile property exactly to the field in Salesforce but only if it is empty. If the profile property already has a value, do nothing.
  • Add: Add the value from the profile property to the list of values already in the field in Salesforce if it hasn't been added yet, omitting duplicates. The Salesforce field should be a Picklist (Multi-Select). Due to constraints in Salesforce, there can only be a maximum of 100 value entries in the list and each value can only be 35 characters long.
  • Sum: Numerically add the value from Salesforce to the value in the profile property. If the profile property was empty, it will be regarded as value 0. Only works for profile properties that contain numbers.

How to use the Salesforce Connection to move numerical data from Salesforce to BlueConic

To duplicate a variable, click the copy icon, and to delete a variable click the delete icon on the right-hand side.

Creating new leads via the Salesforce Connection

In the creation of new leads section, you decide when it is okay for BlueConic to create a new Lead object in Salesforce and subsequently deliver all information.

How to create new Salesforce leads in BlueConic with the Salesforce Connection

Select all required profile properties; these will need to have a value in BlueConic before a new Lead is created in Salesforce.

This section is optional; if you don't want BlueConic to create any new Lead objects in Salesforce, do not select any profile properties.

Activate the checkbox if you want to automatically assign leads according to the Salesforce lead assignment rules.

Matching BlueConic profiles to Salesforce leads or subscribers

In this section, you specify the matching criteria for when a profile in BlueConic matches a Lead, Contact, or Person in Salesforce. Do this by adding variables that will match BlueConic profile properties to Salesforce fields.

How to use the Salesforce Connection to move BlueConic data to Salesforce leads, contacts, or persons

Each variable has the following options:

Profile Property
Select the BlueConic profile property whose value should be matched to Salesforce by typing its name or by using advanced search to find it.
Salesforce Object Type(s)
Indicate whether the field belongs to a Lead, Contact, Person, or any combination of these in Salesforce.
Salesforce Field Label
Select the field from Salesforce. Note that this is dependent of the selected object types.

To duplicate a variable click the copy icon, and to delete a variable, click the delete icon on the right hand side.

When you add multiple variables, a match is found if any of the profile properties matches its Salesforce field. Synchronization only occurs when a single match is found. When multiple matches are found in Salesforce for a BlueConic profile, nothing will be synchronized.

BlueConic data blocks shown in Salesforce

BlueConic data can enrich the Lead, Contact, or Person detail information in Salesforce by displaying live information from BlueConic. See above on how to configure the Salesforce page layout to display live BlueConic information. Upon opening the details page in Salesforce, the VisualForce component that displays the blocks requests the most recent profile information for this particular Lead, Contact, or Person from BlueConic and displays the information. The profile information will be refreshed whenever the page is reloaded.

Select the profile properties that you want to be displayed in Salesforce by searching for them.

How to display BlueConic profile properties in Salesforce using the Salesforce Connection

You can reorder the blocks by clicking the left or right arrows in the blue bar.

In the Salesforce Lead, Contact, or Person details page, you will see something like this:

How do you reorder Salesforce blocks when exchanging data with the BlueConic Salesforce Connection?

The "Segments" and "Other Profile Properties" blocks are added automatically. "Segments" displays a list of all segments a profile is a member of. In the "Other Profile Properties" field, you can search for profile properties and inspect their value.

Synchronizing data between the two systems

As soon as you activate and save the Salesforce connection in BlueConic, scheduled runs will start to synchronize the two systems regularly. Due to restrictions on the number of Salesforce API calls, synchronization from BlueConic to Salesforce is not instant (yet within minutes), and data is pooled to make effective use of the connection. Updates from Salesforce to BlueConic are instant.

How to synchronize data from Salesforce to BlueConic using the Salesforce Connection

Usage notes

These notes describe when the connection runs and how data is matched between BlueConic and Salesforce:

  • Each time a profile is active on one of your websites, the Salesforce Connection will check whether one of the profile properties that is configured under "Deliver settings" or "Match BlueConic profiles to Salesforce leads or subscribers" has changed since the last time the customer or visitor was active.
  • In BlueConic, profiles that changed are flagged by setting the "Salesforce Update Needed" profile property to "yes."
  • Every 3 minutes, the connection checks for profiles that have been flagged and sends those in batch to Salesforce.
  • The profile property that has been selected under "'Match BlueConic profiles to Salesforce leads or subscribers'" is used to match Leads, Contacts, or Persons in Salesforce. Optionally, new Leads are created in Salesforce when no match is found. (You can enable this option using the "Assign leads to marketers in your Salesforce environment…" checkbox.)
  • Matching Leads, Contacts, or Persons are now updated according to the mapping configured under "Deliver settings."
  • Each time a Lead, Contact, or Person that has been created or updated by BlueConic changes in Salesforce, the matching profile in BlueConic is updated by Salesforce according to the mapping configured under "Collect settings."

Log file

If there was a problem during synchronization it will be mentioned under "Details". When you hover over a run, a "Download log" icon appears on the right. Click the icon to download the log for that run.

Privacy management

Connections can be added to Objectives, allowing for privacy management of the information that is being picked up. A connection will only process the profiles of customers or visitors who have consented to at least one of the objectives that the connection is linked to.