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Salesforce Connector Version 2 – Contact Syncing

Engaging Networks keeps track of which supporters require syncing via an internal ‘last modified’ timestamp.

Engaging Networks then compares Contacts that have been altered, after this timestamp, against EN Last Modified Date on the Contact.

Contact Push

Each hour, Engaging Networks will push supporters who have been altered since the last push.

Only supporters with a Last Name will be pushed, in respecting Salesforce’s minimum Contact requirements.

Duplicate Management

Engaging Networks utilizes Salesforce’s Bulk API to upsert supporters as Contacts.

If the Matching Rules option, inside Engaging Networks’ Salesforce settings, is enabled – when Engaging Networks receives Duplicate errors returned on the batch being imported, a secondary job will run to try find suitable Contacts based on the following rules : 

Fuzzy match on First Name

Exact match on Email Address

Fuzzy match on Last Name

If a suitable match is found, the Id will be copied to the Contact Id and the supporter record eligible for re-push in the next Contact push.

In order for Engaging Networks to be notified that the respective supporter push is hitting a duplicate error, be sure the appropriate Duplicate / Matching Rule has the following settings :

  • Match Criteria: First Name (Fuzzy), Last Name (Fuzzy), Email Address (Exact)
  • Action on Create: Allow
  • Operation on Create: Alert + Report

If you have additional Duplicate Rules configured in your Salesforce org (for example, matching rules that look at Phone Number or Street Address), these rules can cause problems for the Contact Sync which supports First Name + Last Name + Email only. We recommend:

  • if possible for your situation, set any additional duplicate rules to “Report” instead of “Alert + Report”
  • otherwise, set conditions on those duplicate rules using the “Current User” filter, so the rules do not apply to the EN integration user

These settings allow Engaging Networks to lookup Contacts on receiving the following errors examples : 

FIELD_CUSTOM_VALIDATION_EXCEPTION:Failed to create Account for Contact Raya Tester. Duplicate Alert:-
FIELD_CUSTOM_VALIDATION_EXCEPTION:Failed to create Account for Contact Jim Tester. Use one of these records?:--
FIELD_CUSTOM_VALIDATION_EXCEPTION:A record with this email address already exists.:Email --

For initial integrations, be sure that ‘active’ Contact segments are brought over to Engaging Networks, prior to launch. This will reduce the need for Engaging Networks creating new Contacts.

Preferred Email, Personal Email, Work Email or Alternate Email?

It is important to note that Engaging Networks unique identity is the Email Address.

Currently there is a one supporter to one Contact representation in the integration model.

Having a single Contact, with multiple email addresses linked to different supporters in Engaging Networks is not supported out-the-box.

Contact Pull

Engaging Networks will pull Contacts whose EN Last Modified Date has been modified since the last ‘pull’ has occurred.

There are two workflows that require setup to help with this process.

Contact Id Lookup

A unique addition to the Salesforce sync is on import, Engaging Networks first utilizes the Contact’s Id to check for existing supporters. If a match is found, the supporter will be updated.

A good use case for this use is a Contact Email update.

Supporter A and Contact A are linked and have the email address test@gmial.com

Updating Contact A’s email address to test@gmail.com, will update Supporter A’s email address in Engaging Networks.

Engaging Networks see Email Address as the unique identifier.

If Contact B does not yet exist in Engaging Networks (or Contact Id does not match an existing supporter) then their Email Address will be used as the next identifier.

Merging Supporters and Contacts

Currently automatic merging is not supported between Engaging Networks and Salesforce.

If merges are required, it is recommended to first merge the supporters in Engaging Networks and then merge the respective Contacts in Salesforce. It is important to make note that the correct Contact Id remains on the Engaging Networks’ supporter’s record.

Common Errors

“INVALID_CROSS_REFERENCE_KEY:invalid cross reference id:–“

The supporter in Engaging Networks has an invalid Id stored in Contact Id. Clear out the Contact Id via Lookup Supporters or replace with valid Id from Salesforce.

“FIELD_CUSTOM_VALIDATION_EXCEPTION:Failed to create Account for Contact Jim Tester. Use one of these records?:–“

On trying to create a supporter in Salesforce, via the API, duplicate matching has been prevented due to a similar supporter being present.

For initial integrations, be sure that ‘active’ Contact segments are brought over to Engaging Networks, prior to launch. This will reduce the need for Engaging Networks creating new Contacts.

Legitimate cases of duplicate matches will need manual administration currently. There are plans to add ‘Enhanced Duplicate Matching’ within Engaging Networks. Intended release of this feature is 2020 Q4.

Updated on October 26, 2020

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