Configuring the Salesforce integration in Responsive

Overview

Once the Salesforce Responsive package is installed, you need to connect to Salesforce from Responsive.

Permissions

Users must have the System Administrator privilege in Salesforce to complete the installation.

Select the applicable tab for your edition of Responsive.

• Configuring the Salesforce integration in Responsive

  1. Go to Organization Settings > Integration > CRM.
     
  2. Make sure the toggle is enabled, and then click Configure for Salesforce.
     
     
     
  3. You have three instances by default: a production instance, a sandbox or test instance, and an instance with a custom domain URL. If you need an additional instance, contact your account manager.
     
     Select the instance you want to use and enter the following information: 
     
     
     • Enter a name for the instance (each Salesforce account is considered an instance).
     • Select an instance from the Connect To options. If you select Salesforce by Providing Custom Domain URL, specify the URL in the Salesforce URL field.
     • Select a Business Unit to associate with the instance, if applicable.
       Note: This field displays only if Business Units have been enabled for your company.
     • Specify the Sync Interval (the interval after which data from Salesforce will be synced with Responsive).
       Note: If one hour is specified as the sync interval, and no activities are carried out in Salesforce for a related project in Responsive, any changes to data made in Salesforce do not automatically sync with Responsive(the data syncs only when users access the Salesforce project in Responsive). The data automatically syncs with Salesforce at the interval specified here when users are active in any Salesforce project in Responsive.
  4. Click Connect to Salesforce.
     Note: This connects Responsive to the Salesforce instance specified and also publishes project data in Responsive for reporting in Salesforce.
     
  5. After successfully connecting to Salesforce, Account connected displays. Click the test connection icon if you want to verify that the connection is active (optional).
     
  6. Check the Allow association of Intake/Projects with Salesforce objects from within Responsive box to allow users to create intake/projects in Responsive and associate them with Salesforce objects.
     Note: If this box is not checked, users will not be able to create Salesforce object associated projects in Responsive, but they can continue creating Projects within Salesforce.
  7. Check the Connect using Admin account instead of Individual user account box to allow the system use a global account (configured in this page) for all Salesforce lookups (this option is available only if the Allow association of Intake/Projects with Salesforce objects from within Responsive box is selected).
     Note: If this box is not checked, users will have to connect to Salesforce using their own account when creating a Salesforce associated project in Responsive.
  8. Under the File Export section:
     1. Select either Chatter & Files to publish the export package in chatter as well as the Notes and Attachments section of Salesforce, or Files to publish the export package in the the Notes and Attachments section of Salesforce only.
     2. Either check the Auto-Publish Export Response Package to Salesforce box to auto-publish the export response package to Salesforce, or leave it blank to manually publish the export response package at the Project level.
        • If selected, the response package exported in Responsive displays in Salesforce as an attachment as shown below for the associated object:
          Salesforce Classic:
          
          Salesforce Lightning:
          
        • Publishing manually at the Project level is available only when Salesforce is connected in the Organization Settings.
          
  9. Under the Select Object Type for Project Association section, select the object type for project association by clicking the associated checkbox.
     Note: To restrict an object type from association with Responsive, you can clear its checkbox.
     Set a default object type for association with Salesforce. The option set here will be selected as the default while associating projects/intakes with Salesforce.
     
     
     
  10. Turn on the toggle to enable the instance, then click Submit.

• Essentials features are subscription-based and may not be available for all users. Contact the Customer Success Team, or customersuccess@responsive.io, for more details.