Determining Install Version

The Salesforce.com Connector offers various installation methods tailored to distinct use cases. The appropriate installation method should be chosen based on your specific requirements. The table below outlines the three (3) primary use cases, each represented in its own column. Should a section pertain to a particular use case, a notification box will be prominently displayed at the beginning of that section.

Installation Overview

Captello is installed into Salesforce.com in a few easy steps. Here's an overview of the installation process:

1. Setup a CRM sync user by adding your CRM credentials into Captello.

2. Update settings as needed.

3. Use Captello's configuration wizard.

4. Setup field mappings between Captello and Salesforce and sync the two systems.

Training

This training is a pre-requisite for all Captello and Salesforce.com integrations. The training is approximately 30 minutes.

https://www.loom.com/share/2f00a29fad9445d792bc705d696478c6?sid=e5dbb94b-690d-4119-9326-ceada073c6b9

Connect Salesforce.com to Captello

Follow these step by step instructions to connect your Salesforce.com account to Captello. 

Step 1: Add CRM Sync User

Captello requires one Salesforce.com user account be used as a master sync account. The sync account is the account used to send data from Captello to Salesforce.com and Salesforce.com to Captello when needed. The sync account is required for operation and has no material impact on leads, contacts, opportunities or any other event.

Follow the steps below to enter your CRM sync user:

1. Login to Captello at https://app.leadliaison.com/login.php using the account you'd like to use as your sync user. This should be a Captello user with Admin privileges. 

2. Go to Settings > Integrations > Connectors

3. Look for the "Salesforce.com" section and enter your Salesforce.com credentials. Your password is your CRM password followed by your security token. See this post on Salesforce.com for help resetting your security token. 

Once you've connected your Captello account to your Salesforce.com account successfully you'll see a success prompt similar to the one below:

Open

Step 2: Install the Captello Connector via Captello’s CRM Setup Wizard

1. Login to Captello

2. Click the Settings > Integrations > CRM

3. Follow the wizard but skip over the Plug-In step

Open

Skip over the Plug-In step

• Select your Salesforce.com account edition.

• Check the "Automatically import data for new SFDC fields (make them Active) box if you want to begin pulling in data for all new custom fields automatically. When checked, any data in a custom field created in Salesforce.com will automatically be imported into Captello even if the field is not mapped to a Captello field. If this setting is turned off new custom fields will not be marked as "Active" in Captello by default (on the field mapping pages) and the data will not be imported into Captello. The custom field could be mapped later on; however, data import will start from the time the field is mapped and made "Active" and will not import older data. You may want to uncheck this field if you have confidential information (passwords, data, keys, etc.) you do not want to expose to Captello or your employees. 

• Note, this setting is turned on by default for all new accounts. 

• Click "Save" when done.

• When you see the success prompt click "Next" to proceed to Step 2, Install Plug-in

• Skip this step.

• Captello automatically imports all active users from Salesforce.com and creates an equivalent Captello user for each Salesforce.com user. For larger accounts, or accounts using items like "Profile Users", there might be tens of thousands of users. For this purpose, Captello provides the ability to sync only user with specific Salesforce.com User Profiles. Select which User Profiles you want to sync with. When the wizard initially loads all existing profiles are pulled in. If new profiles are added, click the "Refresh Profiles" button. Users with Salesforce.com profiles that no longer match User Profiles authorized to sync will get removed. 

• Click "Run Now" to import metadata required for setup.

• If the import ran successfully you'll see green check marks on the ensuing popup. Click the "Done" button to proceed.

• You can map your Lead, Contact and Account fields to Captello's Standard and/or Custom fields.

• A field mapping allows Salesforce.com and Captello to share data between the mapped fields.

• Checking the "Active" box allows data to be imported from Salesforce.com into Captello from the time the field is made Active, regardless if the field is mapped to a Captello field or not. 

• Instead of manually creating new custom fields in Captello the fields can automatically be created by checking the "Create New" box next to the field. 

• Once you've mapped fields for leads, contacts and accounts make sure to return to the setup wizard by clicking the link at the top of each mapping page.

• Note, you'll see some new SFDC fields on the left-hand side such as the ones inside the red boxes below. These SFDC fields are not Lead Liaison custom or standard fields; however, they are internal Captello fields and mapped automatically in the background. You can optionally create Captello custom fields and map this information from SFDC to Captello for any purpose. 

• Proceed to Step 5 by clicking "Next" on the wizard.

• Click "Run Now" to securely import CRM data into your Captello instance. 

• Please be patient if you have lots of data/records. You'll see four (4) green check marks similar to the ones below if the data import was successful.

• Finally, verify your data import by viewing the data from within Captello. 

• Click the "Contacts", "Leads",and "Accounts" buttons to verify your records.

Once you are done, then your CRM configurations are complete and the sync process between Salesforce.com and Captello will work automatically.

Salesforce.com Password Profiles

We recommend using your Administrator User for the sync account. Disable resetting of your password for your sync account by doing one of the following:

System Administrators can disable password expiration in two ways:

1. For all users:

Administration Setup | Security Controls | Password Policies

2. For User Profiles:

In each case, multiple users may be affected which is not recommended for security purposes. If a particular user needs to have password expiration disabled, a new profile specific for that user will need to be created:

1. Open the profile associated to the user that needs password expiration disabled.

2. Click on the 'Clone' button to create an identical profile to the user's current profile.

3. Once the new profile has been created, edit the profile and check the 'Password Never Expires' option under the Administrative Permissions section.

4. Save the profile.

5. Edit the user record and associate the user to the newly created profile. Trying to change your own user profile? This might help. 

In the end, the user will have the same profile as before except with the password expiration set to never expire.

Connecting Multiple Captello Accounts to a Single Salesforce.com Instance

You can connect multiple Captello accounts to the same Salesforce.com instance. When doing so, do not verify the plugin from the CRM integration wizard on more than one Captello instance. In other words, do not enable the toggle, as shown below, on more than one instance of Captello that is connected to your Salesforce.com account.

SFDC Custom Objects

The integration can include pushing Salesforce.com custom fields into Captello; however, does not include pushing Salesforce.com custom objects into Captello. As a workaround, the data from the Salesforce.com custom objects can be configured into a custom report and that report extract can then be imported into Captello.

Removing the Salesforce.com Package

• First, remove all dependencies. Dependencies must be removed first before uninstalling. For example, assigning the Lead Liaison Lead Layout to a profile is a dependency. Change the layout profile to another profile or the standard profile first.

• Inside Salesforce.com go to 'Setup' > 'View Installed Packages'. If there are any dependencies removal will fail.