Salesforce record creation, update, and assignment rules

The Salesforce setup process includes 5 steps: API connection, Installation, Field validation, Field mapping, and Creation rules.

In this article, you'll learn about how to define the way Leads, Contacts, and Cases will be created, updated, and assigned in Salesforce when a booking is made. 

Requirements

To set up the ScheduleOnce connector for Salesforce, you must:

Accessing the Salesforce connector setup page

You can access the Salesforce connector setup page by opening the left sidebar and selecting Integrations -> CRM integration. Then, click the Setup button in the Salesforce box (Figure 1).

Figure 1: Salesforce setup

On the Salesforce connector setup page, select Creation rules (Figure 2).

Figure 2: Creation rules

Lead records
Figure 3: Lead records

Existing Leads

In this case, the Customer making the booking exists in Salesforce and is recognized based on their Lead Record ID or their email address.

When a booking is made, the options provided allow you to choose between:

  • Overriding the existing Salesforce data with ScheduleOnce data.
  • Keeping the existing Salesforce data and only update empty fields.

You can also decide whether to keep the Salesforce ownership, assign the record to the ScheduleOnce Booking page owner, or assign the record using Salesforce active assignment rules.

New Leads

In this case, the Customer making the booking does not exist in Salesforce. For this reason, you should use General links when making bookings with prospects that may or may not exist in your Salesforce database.

When a booking is made, ScheduleOnce creates a new Lead record in Salesforce and adds a new Salesforce Activity Event. You can decide whether to assign the Lead record to the ScheduleOnce Booking page Owner or assign the Lead record using Salesforce active assignment rules.

Contact records

Figure 4: Contact records

Existing Contacts

In this case, the Customer making the booking exists in Salesforce and is recognized based on the email address or Contact Record ID.

When a booking is made, the options provided allow you to choose between:

  • Overriding the existing Salesforce data with ScheduleOnce data.
  • Keeping the existing Salesforce data and only update empty fields.

You can also decide whether to keep the Salesforce ownership or assign the record to the ScheduleOnce Booking page owner.

New Contacts

In this case, the Customer making the booking does not exist in Salesforce and the Account may or may not exist in Salesforce. For this reason, you should use General links when making bookings with prospects that may or may not exist in your Salesforce database.

When a booking is made, ScheduleOnce creates a new Contact record in Salesforce, assigns the Contact to the ScheduleOnce Booking page Owner, and adds a new Salesforce Activity Event. 

NoteWhen an Account does not exist in Salesforce, it is always created based on ScheduleOnce data.

Case records

Figure 5: Case records

Existing Cases

In this case, the Case exists in Salesforce and is recognized based on the Salesforce Case Record ID. You should use our Personalized links (Salesforce ID) in your Salesforce email templates and Salesforce emails to automatically recognize the Case based on the Salesforce Case Record ID. This allows you to prepopulate the booking form step with Salesforce data, or skip it altogether.

When a booking is made, the options provided allow you to choose between:

  • Overriding the existing Salesforce data with ScheduleOnce data.
  • Keeping the existing Salesforce data and only update empty fields.

You can also decide whether to keep the Salesforce ownership, assign the record to the ScheduleOnce Booking page owner, or assign the record using Salesforce active assignment rules

NoteThe Contact is always updated based on the Record creation and update rules.

New Cases

In this case, the Case doesn’t exist in Salesforce and the Customer making the booking may or may not exist in Salesforce. For this reason, you should use General links when making bookings with prospects that may or may not exist in your Salesforce database.

When a booking is made, ScheduleOnce creates a new Case record in Salesforce and adds a new Salesforce Event upon booking. You can decide whether to assign the Case record to the ScheduleOnce Booking page Owner or assign the Case record using Salesforce active assignment rules. 

NoteThe Contact is always updated based on the Record creation and update rules.

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