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Emma for Salesforce FAQs

Table of contents
  1. How can I tell what version of Emma for Salesforce I’ve got installed?
  2. What happens when I sync my Emma and Salesforce accounts?
  3. What happens when I delete a Lead or Contact from Salesforce, or from my Emma audience?
  4. Why isn't every field in my Lead or Contact record available for syncing?
  5. How do I map a checkbox field in Salesforce to Emma?
  6. Can you provide an easy-to-read table that shows which field types in Emma map to which field types in Salesforce?
  7.  
  8. What if I don’t use the standard lead or contact object? Can I still use the Emma for Salesforce integration?
  9. My organization has some validation rules in place concerning new records. Is there a way to abide by these when adding new records from Emma?
  10. Why are my group counts different between Salesforce and Emma?
  11. How much storage do I need to run the Emma for Salesforce integration?
  12. How can I share my Emma for Salesforce experience with others?
  13. Multiple Salesforce records with the same email address
    1. What happens if I change the email address on a Salesforce record to match the email address on another Salesforce record?
    2. What happens if I have two Salesforce records with the same email address and I change one of those to new email address?
    3. What happens if I have two Salesforce records with the same email address and I change one of those to another email address that’s already in Salesforce?
    4. What happens if I delete a duplicate record in Salesforce?
    5. What happens when I delete a unique record in Salesforce?
    6. How do the API calls work between Emma and Salesforce?
    7. How do I grant Emma Support access to my Salesforce org for specific troubleshooting purposes, if needed?

Here, we'll answer questions about Emma for Salesforce setup and its two-way syncing. Peruse Salesforce questions from your fellow Emma users in Emma Community's Salesforce category.

 

Emma for Salesforce is available only to Emma Plus, Premium and Enterprise Customers.

 

How can I tell what version of Emma for Salesforce I’ve got installed?

To determine which version of the integration package you’ve got downloaded into your Salesforce org, you’ll want to refer to the “installed packages” section within your Salesforce org’s setup. Just locate “Emma Email Marketing for Salesforce” in the installed packages list, and you’ll find the version included there.

What happens when I sync my Emma and Salesforce accounts?

We'll sync all of the contacts of your selected Emma audience groups with their Salesforce Lead or Contact records. From this point on, the email address for these records will automatically be synced across platforms -- Any change in either Emma or Salesforce will result in the same change in the other application. The same will be true of any additional member fields that you've chosen to sync during the setup process. If there are contacts in your Emma groups whose email addresses do not match an existing Salesforce record, we'll create a new lead record for that Emma contact with the information from their Emma contact record.

We'll also begin sharing email response data from your Emma mailings to your Salesforce account in the "Emma for Salesforce" section. Once you've synced your accounts, you'll be able to view the response activity of all new mailings in the "Emma Mailings" section. If the recipient opened or interacted with your mailing, you'll also be able to view the response interactions of individual leads or contacts in the "Emma Response Activities" sections of their profiles. This response data will only be available for mailings that are sent after you've connected your accounts; we're not able to share historical response data at this time.

What happens when I delete a Lead or Contact from Salesforce, or from my Emma audience?

We don't want to accidentally delete valuable contact records from either your Emma audience or your Salesforce account. Therefore, deleting a contact record in either system won't delete the contact record in the other; your Emma contact member or Salesforce record will simply be removed from all Emma audience groups while retaining their Emma contact record (if manually deleted in Salesforce) or their Salesforce profile (if manually deleted in Emma).

Why isn't every field in my Lead or Contact record available for syncing?

  • Many common Salesforce fields, such as "Lead Owner" and "Account Name," are actually "lookup" fields. This means that they're not unique to an individual record; they're actually looking up the information that they display from elsewhere in your Salesforce account. Lookup fields are not available for syncing in Emma for Salesforce, and in most cases that's for the best -- You wouldn't want a change in "Account Name" on a contact record in Emma to actually change the name of the Salesforce Account with which that Contact is associated.
  • Some accounts may also use "formula" fields in their Lead or Contact profiles. Formula fields are used to combine different pieces of Salesforce data using, well, formulas. They're handy for everything from revenue projection to lead distribution, but because the fields themselves are dependent on their independent components to derive the displayed value, a two-way sync with Emma is not possible and, again, probably not desirable -- we wouldn't want to muddy up your formulas.
  • If you're having trouble finding a field that isn't a lookup or formula field, it's possible that the field type you've created in Emma doesn't map to the field type that currently exists in Salesforce. Emma offers several field types ranging from "short answer" to "radio button." Salesforce offers these fields, plus several fields that don't perfectly match an Emma field type. Because of this, some fields may need to be adjusted either in Salesforce or in Emma in order to map properly.

How do I map a checkbox field in Salesforce to Emma?

Emma and Salesforce differ on their definitions of checkbox fields. In Emma, a checkbox field has multiple options that you can then check. It's really a multi-select field. In Salesforce, a checkbox field is literally just one checkbox: on or off, yes or no, True or False. Because of this, you can't map the two to each other.

If you're looking to map a Salesforce checkbox field to Emma, we recommend using a short answer text field. If the checkbox is checked, it will show as True in Emma. Unchecked will show as False.

Note that any value other than True (not case sensitive) on the Emma side will be interpreted as False. So be careful about updating a checkbox field on the Emma side.

Can you provide an easy-to-read table that shows which field types in Emma map to which field types in Salesforce?

Sure thing!

Emma field type Salesforce field type
Short answer string, phone, picklist, id, reference, checkbox
Long answer textarea
Numeric answer double, percent, currency
Radio button menu string, phone, picklist, id, reference, checkbox
Select multiple multipicklist
Drop down menu string, phone, picklist, id, reference, checkbox
Checkbox menu multipicklist
Date picker date
Country string, phone, picklist, id, reference

 

What if I don’t use the standard lead or contact object? Can I still use the Emma for Salesforce integration?

Yes, you can! During the setup process, you can add any custom object you use to track individuals and use those for mapping to Emma members. You can also remove the standard objects from those mappings, and you have full control over which object will be the Primary Object used for creating records. To learn more about how to do this, click here.

My organization has some validation rules in place concerning new records. Is there a way to abide by these when adding new records from Emma?

Absolutely. During the setup process, you’ll have the option of setting default values for fields when records are created. That means that if your company requires an Industry to be added before a record can be saved, you can choose a default value for that field if no value is provided (something like “Other,” perhaps). This will allow those records to be added to your Salesforce organization even if you’re not collecting all of the necessary data on your signup forms.

Why are my group counts different between Salesforce and Emma?

There are a couple things that could be making up the quantity difference on that audience group:

  • It’s possible you have records in Salesforce that don’t have the email address field populated - When Emma syncs with Salesforce, we can't add any contacts that don't have an email address. That means you’ll sometimes see more members in the Emma Group in Salesforce than you’ll see in the group in Emma. If you’d like to identify these records, it’s simple to do via a Salesforce report. The Emma for Salesforce integration adds a custom field to your Salesforce objects called “Emma Sync Status.” Creating a report to find leads where “Emma Sync Status” is not “Synchronized” should give you a full list of any items that aren’t syncing to Emma for whatever reason. In most cases, this will be because the record has no email address.
  • There also may be some duplicate records in the group in Salesforce that share the same email address - Duplicates in Salesforce will only have one record in Emma. Whereas Emma uses the email address as the unique identifier, Salesforce doesn’t by default. While all duplicate records will be included in the Emma Group within Salesforce, each will only appear in the group within your Emma account once. Interested in learning more about duplicate record scenarios? Click here.
  • You may have deleted members in your Emma Audience - If you've added anyone to the Emma Group within Salesforce whose member record has been previously deleted from the Emma account, that person won't sync over to the audience group within Emma. If you have some folks that fall under this situation, you'd want to undelete those member records within your Emma account so that Salesforce can resume syncing them. If you need a little guidance on how to undelete items within your Emma account, please check out this Emma Community thread.

How much storage do I need to run the Emma for Salesforce integration?

For the vast majority of users, storage should not be an issue. Some temporary storage will be used while processing mailings, but that data will be deleted as soon as pending changes are committed in Salesforce. Otherwise, the storage used will be to store mailing data about your contacts, which equates to about 2KB per record.

Over time, those records can build up, so we have provided a way to easily delete mailing data after a certain period of time determined by you and your team. You can learn how to do that in the Install Guide, located here.

How can I share my Emma for Salesforce experience with others?

You can share your experience using the Emma for Salesforce integration by writing a review on the Salesforce AppExchange page.


Multiple Salesforce records with the same email address

In Salesforce, you can have many different records with the same email address. This allows you to add a contact to various opportunities or accounts, or account for folks that share an email address in some way. However, in Emma, email address is the unique identifier for a record, meaning it can only exist in Emma once. This creates some scenarios where it’s not immediately clear what should be done when one of these records is updated. Below, we’ll try to cover all of these scenarios so that you can know what to expect.


What happens if I change the email address on a Salesforce record to match the email address on another Salesforce record?

In this scenario, Member A and Member B are both in Salesforce with different email addresses. Member B’s email address is changed to match Member A’s email address. Here’s what will happen in that case.

  • Member B's Emma Member ID will change to match Member A's Emma Member ID
  • Member B's mapped contact info (first name, last name, custom fields, etc.) will overwrite Member A in both SF and Emma. Member B becomes the master record for contact information.
  • Member B's memberships will mirror Member A's memberships. Member A is the master for group memberships.

From here onwards, any change to either member's contact info or membership should reflect on the other member and in Emma as well.

What happens if I have two Salesforce records with the same email address and I change one of those to new email address?

In this scenario, Member A and Member B already have the same email address. Member B’s email address is changed to a new email address that is NOT already in your Salesforce organization. Here’s what will happen in that case.

  • Member B in Salesforce will receive a new Emma Member ID.
  • Member B in Salesforce will retain its old group memberships.
  • Member B is created as a new member in Emma with a new Emma Member Id and will belong to the same groups as before.

What happens if I have two Salesforce records with the same email address and I change one of those to another email address that’s already in Salesforce?

In this scenario, Member A and Member B already have the same email address. Member B’s email address is changed to a new email address that is already in your Salesforce organization. Here’s what will happen in that case.

  • Member B will get the same Emma Member ID as Member C.
  • Member B's mapped contact info (first name, last name, custom fields, etc.) will overwrite Member C in both Salesforce and Emma. Member B is the master record for contact information.
  • Member B's group memberships should mirror Member C's memberships. Member C is the master record for group memberships.

What happens if I delete a duplicate record in Salesforce?

In this scenario, Member A and Member B have the same email address in Salesforce, and Member A is deleted. Here’s what will happen in that case.

  • Member A is deleted from Salesforce including its group memberships.
  • Member B should remain unchanged in both Emma and Salesforce.

What happens when I delete a unique record in Salesforce?

In this scenario, Member A has a unique email address in Salesforce. Member A is deleted. Here’s what will happen in that case.

  • Member A is deleted from Salesforce including its group memberships.
  • Member A will not be deleted in Emma, but all of its group memberships will be deleted.

How do the API calls work between Emma and Salesforce?

When a record is updated in Salesforce, the Emma For Salesforce integration uses the Salesforce API to send that data to Emma.

When a record is updated in Emma, we send a notification to Salesforce to indicate something has changed. Salesforce will then make an API call to get that updated data from Emma.

If an Emma Group inside of Salesforce is auto-refreshed from a Salesforce report, the auto-refresh itself doesn’t use an API call (since it happens inside of Salesforce), but transferring the data over to Emma will use an API call.

Although we have worked to make it as efficient as possible, the Emma For Salesforce integration does use Salesforce API calls when Emma Groups or their contact records are updated, refreshed, or synced.

How do I grant Emma Support access to my Salesforce org for specific troubleshooting purposes, if needed?

We've got instructions for this here.

 

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Last modified
09:31, 25 Apr 2017

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