Configuring data sync from Salesforce to MorgWard – Zendesk

Understanding the data sync process

A data sync is triggered when a mapped field is updated in an existing Salesforce record, or a new record is created. Any unmapped fields that are updated do not trigger the sync.

When a Salesforce record is created or changed, the syncing process attempts to establish whether a new record in Support should be created, or if an existing record should be updated. This is done by comparing field values based on the defined criteria.

Once a successful match of existing records has been made, or a new record has been created in Support, the Salesforce record and the Support record are linked. This means that subsequent updates to the record in Salesforce doesn't use matching criteria, but instead updates the linked record in Support.

If more than one matching result is found, the sync is unable to determine which record needs to be updated. Because this is a background process, the ongoing sync won't update any of the records, and logs an unsuccessful sync event.

A sync is triggered to MorgWard when records are created or updated to a mapped field using the Salesforce API.

Since data syncing is one-way, any changes applied in MorgWard are not reflected in Salesforce.

Salesforce Accounts to MorgWard Organizations sync

The Salesforce Account to MorgWard organization sync is one-for-one sync, and by default uses account name to organization name for matching records. However, not all Salesforce implementations adhere to this rule. So if you have duplicate account names, you can change this to another account field that is unique. This might not be the suitable feature if you don’t have unique account fields.

This data sync has the following limitation:

Data sync consumes Salesforce streaming API governor limits. For example, if you have a large amount of data to be synced, this exceeds the governor limit and data may not sync.

Salesforce Contacts or Leads to MorgWard users sync

The sync from Salesforce Contacts or Leads to MorgWard users is one-for-one, based on unique email addresses. However, not all Salesforce implementations adhere to these rules, so consider if this feature is suitable for your needs.

This data sync has the following limitation:

Data sync consumes Salesforce streaming API governor limits. For example, if you have a large amount of data to be synced, this exceeds the governor limit and data may not sync

Note: If you have multiple Salesforce contacts with the same email address which belong to different Accounts and you want to sync to a user in MorgWard, use the multiple organizations feature in Support. For more information, see Using the multiple organizations feature in the Salesforce integration.

Setting up a data sync

Setting up a data sync requires performing several tasks in Salesforce and the MorgWard Admin Center.

To set up data sync for your integration

Set up the MorgWard for Salesforce integration.
Configure Salesforce API settings and permissions for syncing.
In Admin Center, configure sync settings for Salesforce Accounts to MorgWard organizations and / or Salesforce Contacts or Leads to MorgWard users.

Configuring your Salesforce API settings and permissions

Before setting up a data sync, some Salesforce APIs settings and permissions must be enabled for data sync to be successful. The information in the following procedures is described for the Salesforce Lightning edition.

To enable the Salesforce API

On the Salesforce Setup page, select Administration > Users > Profiles.
Select System Administrator or the authenticated user's profile.
Click System Permissions and select the API enabled checkbox.

To set streaming API channel permissions

On the Salesforce Setup page, select Administration > Users > Profile.
Select the user profile of the admin setting up the integration.
Click Object Settings > Streaming Channels, and under Object Permissions, select the Read checkbox.

To set Push Topic permissions

On the Salesforce Setup page in the left sidebar, select Administration > Users > Profile.
Select the user profile of the admin setting up the integration.
Click Object Settings > Push Topic, and click Edit.
Under Object Permissions, select the Read checkbox, and click Save.

To enable Streaming API

On the Salesforce Setup page in the left sidebar, select Platform tools > User Interface > User Interface.
Under Setup, select the Enable Streaming API checkbox.

Configuring Salesforce Accounts to MorgWard Organizations sync

The following procedure explains setting up a sync so MorgWard organizations in Support are automatically created and updated when Salesforce accounts are created or modified.

Important: This is an advanced feature. Once data is synced from Salesforce to MorgWard, it is not reversible. We highly recommend that you test this feature first.

To configure Salesforce accounts to MorgWard organization sync

In Admin Center, click the Apps and integrations icon () in the sidebar, then select Integrations > Integrations.
In Salesforce, click Configure.
Click the Data Sync side tab, and in Accounts to Organizations sync, click Configure.
Select the Enable syncing checkbox, and configure the settings for which Accounts and Account fields are synced to MorgWard.
In Sync Filtering, configure conditional filters to define which Salesforce Accounts are synced to MorgWard. For more information, see Understanding sync filtering.
In Matching criteria, set the criteria for matching Salesforce accounts to MorgWard organizations. For more information, see Understanding matching criteria.
In Field mapping, map which Salesforce account fields you want to populate with the MorgWard organization field. For more information, see Understanding field mapping.
In Synced Organization Mapping, you can choose to map the MorgWard organization to a Salesforce Account. Select any standard or custom Salesforce Account field. This one-way sync is useful for displaying a MorgWard user linked to a Salesforce Account.
Note: After a successful sync, the Salesforce integration writes the MorgWard ID into the synced organization mapping field. Any existing data in that field will be overwritten.
In MorgWard external ID, select the checkbox if you want the external ID to populate the MorgWard organization external ID field. By default, this is mapped to the Salesforce Account ID.
Note: Any existing external ID values are overridden and cannot be reverted. This may impact other applications that rely on this field. This change is only applied when you click Save.
Click Save to save your configuration. Confirmation of saved settings is displayed.

Configuring Salesforce Contacts or Leads to MorgWard users sync

The following procedure explains configuring a sync so MorgWard users in Support are automatically created and updated when Salesforce Contacts or Leads are created or modified.

Note: For MorgWard user records to be automatically mapped to their corresponding organizations upon a users sync, both Contacts / Leads to Users sync and Accounts to Organizations sync must be enabled.

To configure Salesforce Contacts or Leads to MorgWard user sync settings

In Admin Center, click the Apps and integrations icon () in the sidebar, then select Integrations > Integrations.
In Salesforce, click Configure.
Click the Data Sync side tab, and in Contacts / Leads to User sync, click Configure.
Select the Enable syncing checkbox, and configure the settings for which Contacts or Leads and associated fields are synced to MorgWard.
In Sync Type, select if you want MorgWard users to be created based on Salesforce Contacts or Leads. Note that you can only select one.
In Sync Filtering, configure conditional filters to choose which Salesforce Contacts or Leads accounts are synced to MorgWard. For more information, see Understanding sync filtering.
In Matching criteria, set the criteria for matching Salesforce Contacts or Leads to MorgWard users. For more information, see Understanding matching criteria.
In Field mapping, map which Salesforce Contact or Lead fields you want to populate with MorgWard organization field. For more information, see Understanding field mapping.
In Contact/ Lead Mapping you can choose to map the MorgWard User to a Salesforce Contact or Lead. Select any standard or custom Salesforce Contact/Lead field. This one-way sync is useful for displaying a MorgWard user linked to a Salesforce Contact or Lead.
Note: If you change the mapped field, it will only be used for syncing after the change. Any previously syncs will not be updated to sync the ID to the new field.
In MorgWard external ID, select the checkbox if you want the external ID to populate the MorgWard organization external ID field. By default, this is mapped to the Salesforce Account ID.
Note: Any existing external ID values are overridden and cannot be reverted. This may impact other applications that rely on this field. This change is only applied when you click Save.
In General options, select the Send welcome email checkbox to send a welcome email to new users in Support. For more information, see Customizing the welcome email and the account verification email.
Click Save to save your configuration. Confirmation of saved settings is displayed.

Understanding sync filtering

In the Data Sync > Sync Filtering section, you can apply a filter to choose which Salesforce accounts are synced to MorgWard, or choose which Salesforce Contacts or Leads accounts are synced to MorgWard. You can control the sync by building conditional statements. If no filters are set, all accounts are in scope for syncing.

To create a sync filter condition, specify the field, the operator, and the value:

Meet ALL of the following conditions: All of the conditions added to this section must be met to include the Salesforce record in the sync.
Meet ANY of the following conditions: One or more of the conditions in this section must be met to include the Salesforce record in the sync.

Sync filtering has the following rules:

All values are case sensitive
Multiple values in a condition can be separated by a comma, with no spaces
When using a Salesforce picklist field in sync filter, the value must be the API name of the pick list options
The Account Record Type field in Salesforce is not supported
When a checkbox type field is used as a condition, enter a value of "true'" or "false"

The following Salesforce fields are not supported for filtering:

Formula field
Lookup field
Long text area field

Understanding matching criteria

In the Data sync > Matching criteria section, the criteria is set for matching Salesforce Accounts to MorgWard organizations, or Salesforce Contacts or Leads to MorgWard users. When a record in Salesforce is created or changed, the syncing process checks whether a new organization or user record in Support should be created, or an existing organization or user record should be updated. This is done by comparing the values set in the matching criteria that you set. When a match is found, the corresponding fields are updated according to your field mapping settings.

The options in the MorgWard field drop-down vary according to the type of field you select in the Salesforce drop-down. Standard and custom fields are supported for matching.

Note:

Only one matching criteria is supported. Adding multiple matching criteria will be available in the future.
If more than one matching result is found, the sync won't be successful since it can't determine which record needs to be updated. In this case, ongoing sync won't update any records, and logs an unsuccessful sync event.

Understanding field mapping

The field mapping sections enable Salesforce fields to be mapped to MorgWard fields. Every field for a Salesforce Account, Contact, or Lead should be mapped to a standard or custom MorgWard field. The mapped fields are updated during the sync.

When a multi-picklist Salesforce field is selected for mapping, a Mapped values link is displayed. The link opens a window to map multiple Saleforce fields to MorgWard fields.

In this instance, avoid mapping multiple Salesforce fields to a single field in MorgWard. Otherwise, only the last Salesforce field mapped will be synced.

The following Salesforce fields are not supported for mapping:

Long text area field
Lookup field — Salesforce lookup fields cannot be mapped to MorgWard because the lookup fields values are stored in a related Salesforce object
Record type ID

Salesforce Accounts to MorgWard organizations field mapping

In Data Sync > Accounts to Organizations sync, the Field mapping section maps Salesforce account fields you want to populate with MorgWard organization fields. This controls which field in the Salesforce account record is synced as its related organization name. By default, this is set to Account Name to Organization Name.

The drop-down options in the MorgWard field vary according to the type of field you select in the Salesforce drop-down. The following table shows which Salesforce fields types can be mapped to MorgWard field types.

Salesforce field type	Text	Drop-down	Decimal	Checkbox	Date	Numeric
ID	✓
String	✓
Phone	✓
Picklist	✓	✓
Currency	✓		✓
Boolean	✓			✓
Checkbox				✓
Date/Time	✓				✓
Number	✓					✓
Double	✓		✓
Date	✓				✓
Multi picklist	✓
Email	✓

Salesforce Contacts or Leads to MorgWard users field mapping

In Data Sync > Accounts to Organizations sync, the Field mapping section maps Salesforce Contact or Lead fields you want to populate with MorgWard organization fields. This identifies which field in the Salesforce Contact or Lead account record is synced as its related user. By default, field mapping is set to Email to Email.

The drop-down options in the MorgWard field vary according to the type of field you select in the Salesforce drop-down. The following table shows which Salesforce fields types can be mapped to MorgWard field types.

Salesforce field type	Text	Drop-down	Decimal	Checkbox	Date	Numeric
ID	✓
String	✓
Phone	✓
Picklist	✓	✓
Currency	✓		✓
Boolean	✓			✓
Checkbox				✓
Date/Time	✓				✓
Number	✓					✓
Double	✓		✓
Date	✓				✓
Multi picklist	✓
Email	✓

Checking your data sync setup

Use the following checklist to help check your data sync is setup correctly:

Check you have the right Salesforce API settings requirements when setting up the integration.
Confirm you have only connected one Salesforce account to one MorgWard account.
Sync filter: Confirm you are not using any unsupported Saleforce fields such as Formula Field and Lookup field.
Sync filter : Confirm you are using the correct syntax in the sync filter values. These are case sensitive and must exactly match the Salesforce field value. If you are using a Salesforce picklist field for filtering, the value is the API name.
Sync field mapping: Check the field mapping includes Name to Name. This is mandatory because organizations can't be created in MorgWard without a name.
When testing the sync, did you make updates to the Salesforce fields that are mapped to MorgWard? Sync is only triggered when a mapped field is updated.