Qualified can automatically create new Salesforce leads, update lead and contact records, and add leads and contacts to Salesforce campaigns. New information is synced to Salesforce automatically via an Experience step or manually by a sales rep in the Visitor 360.
Automatic Syncs by Experiences
Most Experiences include a step that syncs information with your Salesforce org. When building or updating an Experience, select the Push to an external system step:
From the Destination drop-down menu, select Salesforce. Then choose what type of action occurs and when it happens.
Create Lead
Qualified can create a new lead within your Salesforce instance, and you decide when that happens.
When |
Description |
Best Practice |
|---|---|---|
| Wait to create new Lead |
Allow reps to chat with a visitor before a lead is created. The lead is created when one of the following occurs:
|
We strongly recommend this option because the sales rep who chatted with the visitor is also assigned as the Salesforce lead owner. |
| Create the Lead as soon as the visitor reaches this step | Immediately create and assign the lead in Salesforce. If this step happens before a rep chats with the visitor, the lead is assigned to your team-level Salesforce connection user. If this step occurs after a rep chats with a visitor, then the Salesforce lead is assigned to the same rep. |
This is less frequently used. It can be advantageous if you need information sent to Salesforce for a process that’s referenced later within the same Experience. Only select this option if lead ownership in Salesforce and lead ownership in Qualified does not need to align or when the visitor will not chat with a live rep. |
At this time, Qualified creates leads in Salesforce but does not create new contact or account records.
Update existing Lead or Contact record
Qualified can also update your existing Salesforce records with information learned from a visitor conversation. You decide which fields Qualified is permitted to update.
Which Salesforce Fields |
Description |
Best Practice |
|---|---|---|
| Update only records created or previously synced by Qualified | Only sync with Salesforce if Qualified recognizes a visitor and Qualified previously synced their information in Salesforce. |
This offers you more control around which Salesforce fields Qualified overwrites. If chosen, new field updates may not sync with your Salesforce records. |
| Update any record in Salesforce | Qualified updates any mapped visitor field where an email matches a lead or contact in Salesforce. |
Our most recommended option, select this when you want Qualified to automatically update as many Salesforce fields as possible. |
From Update behavior, choose when the lead or contact records are synced.
When |
Description |
Best Practice |
|---|---|---|
| Wait to update existing Lead or Contact |
Allow reps to chat with a visitor before a lead is created. Records are updated when one of the following occurs:
|
This is often the best option because it simplifies Experiences. You only need to add one Push to an external system step to ensure Salesforce fields are updated with the most recent and comprehensive details from Qualified. |
| Update existing Lead or Contact as soon as the visitor reaches this step | Immediately update the Salesforce fields you specified above. |
If you need information sent to Salesforce for a process that’s referenced later within the same Experience, select this option. |
Manual Syncs by Sales Reps
Sales reps can also manually sync new information about visitors to Salesforce.
In particular, when sales reps pounce on visitors, they must manually create a lead record as they learn new information about the visitor. As reps engage with visitors and add information to the Visitor 360, there are two options:
- For visitors without a matching email in your Salesforce instance, reps can click Create Lead in Salesforce in the Visitor 360 to create a new lead record and be assigned ownership:
- For visitors that are matched to your Salesforce instance, sync new details with existing lead or contact records in Salesforce by clicking Sync field(s) to Contact in the Visitor 360:
Sync Visitors to Salesforce Campaigns
Qualified can also add leads and contacts to specific Salesforce campaigns. There are two methods:
- Insert an Add to a campaign step when building an Experience. Use the resulting drop-down menus to select Salesforce and the name of your campaign. Click + Field to simultaneously sync other campaign member fields.
- Add Salesforce campaign mapping within Qualified. Every lead or contact that Qualified maps information to is added to the campaign you specify.
How Qualified Avoids Duplicates
When Qualified initiates a sync, existing duplicate records may be found. Qualified decides which record to match based on the following logic:
- Duplicate Salesforce leads or contacts with the same email: The most recently updated lead or contact is prioritized.
- A Salesforce lead and contact share the same email: The matched contact is used by Qualified.
- Duplicate Salesforce accounts are found: The account with the highest number of opportunities takes precedence. If the number of opportunities between the two accounts is identical, then the account with the highest number of contacts is used. If the accounts are still tied, then the one most recently updated is recognized by Qualified.
- A visitor email matches multiple lead, contact, or prospect records in your marketing automation platform: The most recently updated record is used.
Troubleshooting
Why was my lead not created in Salesforce?
Review your Experience to confirm that it includes a Push to an external system step. If not, add one.
If you push Qualified leads to Marketo by default and now the Salesforce lead is missing, there may be an issue with your Marketo and Salesforce connection. Review that connection and any possible sync errors.
DeleteWhy was my existing lead not updated in Salesforce?
Test your Experience in an incognito browser and create a new lead in Salesforce. Close that browser window, open a new incognito one to start a fresh session, and test the Experience again with the same email address.
- If your test lead does not update correctly, go to Settings icon → Salesforce → Lead Mapping. Verify that the affected lead field is mapped.
- If your test lead updates correctly, then compare the visitor’s information in Qualified to the Salesforce lead. The visitor may not have entered new lead field information.
.svg)
