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Technical Details: CustomerSuccessBox app for Salesforce

Overview

This support article will cover:

  1. Providing CustomerSuccessBox access to specific fields in Tasks/Events Object in Salesforce
  2. Where CustomerSuccessBox Account Health, Tasks, Notes, Events are visible in Salesforce Account
  3. What data from Notes/Tasks/Logs syncs from CustomerSuccessBox to Salesforce
  4. What data from Note/Tasks/Events syncs from Salesforce to CustomerSuccessBox
  5. What data from CustomerSuccessBox Account syncs to CustomerSuccessBox custom object created in Salesforce

Providing access to Tasks/Events fields in Salesforce

To sync data from Tasks and Events from Salesforce to CustomerSuccessBox, CustomerSuccessBox needs access to specific fields in Tasks and Events objects in Salesforce. 

How do I provide access to fields from Tasks and Events?

  1. Click Setup and Search for "Profile" in Quick find Search box. Click Profile 
  2. Click on System Administrative Profile
  3. Scroll Down and go to Field-Level Security Section
  4. Click on view of Event / Tasks and give 'Read and Edit' access to the relevant fields (see below)

Which Fields in Tasks and Events should I give access? 

You will need to give Read and Edit access to the below fields in Tasks and Events. This is critical in case you want CustomerSuccessBox Tasks/Logs/Notes to sync back to Salesforce. 

Field in 'Task' object need to Edit Access

  • OwnerId
  • Status
  • Subject
  • Priority
  • Description
  • WhatId
  • csb__Source_Username__c
  • csb__Source_User_Email__c
  • csb__Source_User_Id__c
  • csb__Source__c
  • csb__Source_Id__c
  • ActivityDate
  • csb__Source_Owner_Email__c
  • csb__Source_Owner_Id__c
  • csb__updated_by_source__c
  • csb__Source_Owner_Name__c
  • Type

Field in 'Event' object need to Edit Access

  • Description
  • OwnerId
  • WhatId
  • Subject
  • csb__Source_Username__c
  • csb__Source_User_Email__c
  • csb__Source_User_Id__c
  • csb__Source_Owner_Name__c
  • csb__Source_Owner_Email__c
  • csb__Source_Owner_Id__c
  • csb__Source__c
  • csb__Source_Id__c
  • csb__updated_by_source__c
  • EndDateTime
  • StartDateTime
  • csb__csb_Recording_URL__c
  • durationInMinutes
  • ActivityDateTime
  • Type

Viewing CustomerSuccessBox Account Health in Salesforce Account

CustomerSucessBox Account Health is visible in the CustomerSuccessBox Visualforce component added to the Salesforce Account page by you Salesforce Admin. 

CustomerSuccessBox custom object in Salesforce

CustomerSuccessBox creates a custom object in Salesforce once the two-way sync is enabled. List of curated metrics, data-points and other IDs that CustomerSuccessBox manages as a custom object in Salesforce is detailed in the table below.

Label
Context
Account ID
Unique internal identifier for the account in CustomerSuccessBox
Event Account ID
Unique external Identifier for the account in CustomerSuccessBox
CRM Account ID
ID for connected Salesforce Account
Account Name
Account Name
Licenses
Total Licenses for the account
Billing Email
Primary billing address for the account
Phone
Account's contact number
MRR
MRR of all subscriptions with the status of 'Active' type
Amount
Total Amount of all subscriptions
Stage
Stage of account/tenant
Stage Type
Stage type of account/tenant
Status
Status of account/tenant
Next Billing On
Next Billing Date
Customer Success Manager
CSB user who is assigned as a customer success manager
Sales Manager
Sales manager
Forecast
Forecast for Account
Forecast Contract Value
Forecast Amount for Account
Billing Street
Billing Street
Billing City
Billing City
Billing State
Billing State
Billing Postal Code
Billing Postal Code
Billing Country
Billing Country
Created On
Date when the account was created (third-party)
Updated On
Date when the account was updated (third-party)
Product Adoption Health
Product Adoption Health
Financial Health
Financial Health
Service Health
Service Health
Relationship Health
Relationship Health
Risk Score
Risk Score
Last Activity
Last Activity
Last Login
Last Login
Active Users (14d)
Active Users (14d)
Usage
Usage Frequency
License Utilization
License Utilization


IMPORTANT NOTE!

CustomerSuccessBox Account records are refreshed daily in Salesforce. There may be up to a 24-hour delay before changes to CustomerSuccessBox account are reflected back in Salesforce custom object.

What relationship does CustomerSuccessBox custom object record has with Salesforce Account?

A CustomerSuccessBox custom object record maintains a parent-child LOOKUP relationship with a Salesforce Account. This means:

  1. The app will add a 'CSB Account' LOOKUP field to Salesforce Account object which will link to relevant CustomerSuccessBox Account custom object record in Salesforce.
  2. Formulae custom fields can be added to Salesforce Account object to show the required CustomerSuccessBox Account field in Salesforce Account layout(s). This action requires a Salesforce administrator.
NOTE:
This relationship is established and maintained by CustomerSuccessBox app.  
The correct Salesforce Account field containing unique CSB Account ID must be provided during Point 6 in Step 3: CustomerSuccessBox app configuration in Salesforce of CustomerSuccessBox App installation

CustomerSuccessBox Activity to Salesforce Account 

IMPORTANT NOTE!
Salesforce APIs are consumed to pull Account Tasks, Notes and Logs from CustomerSuccessBox to Salesforce. These will count towards the Salesforce API request Limits. 


NOTE:
This is a real-time sync which requires Salesforce OAuth authorization in CustomerSuccessBox.  
The Salesforce Account field containing unique CSB Account ID must be provided during Point 6 in Step 3: CustomerSuccessBox app configuration in Salesforce of CustomerSuccessBox App installation

CustomerSuccessBox Account Notes to Salesforce Account Notes

Every Note that is created for an Account in CustomerSuccessBox syncs to the Notes and Attachment tab under the Salesforce Account page. 

Following data from syncs from CustomerSuccessBox Notes to Salesforce Notes

From CSB
To Salesforce
Sync support
"CustomerSuccessBox note"
Title
Create and update
Description
Body
Create and update

CustomerSuccessBox Account Tasks to Salesforce Account Tasks

Every Task that is created for an Account in CustomerSuccessBox syncs to the Activity History and Open Activities tab under the Salesforce Account page. 

Following data from syncs from CustomerSuccessBox Tasks to Salesforce Tasks

From CSB
To Salesforce
Sync support
Task Name
Subject
Create and update
Description
Comments
Create and update
Type / Status
Status
Create and update
Priority
Priority
Create and update
Due Date and Time
Due Date
Create and update

CustomerSuccessBox Account Logs to Salesforce Account Events

Every Log that is created for an Account in CustomerSuccessBox syncs to the Activity History tab under the Salesforce Account page. 

Following data from syncs from CustomerSuccessBox Account Logs to Salesforce Account Events

From CSB
To Salesforce
Sync support
Title
Subject
Create only
Type
Type
Create only
Description
Description
Create only
Log Date and Time
Start Date, End Date
Create only

Salesforce Activity to CustomerSuccessBox

NOTE:

This is real-time sync which requires CSB settings to be correctly configured in Salesforce. Refer to Step 3: CustomerSuccessBox app configuration in Salesforce of CustomerSuccessBox App installation

The Salesforce Account field containing unique CSB Account ID must be provided during Point 6 in Step 3: CustomerSuccessBox app configuration in Salesforce of CustomerSuccessBox App installation

Salesforce Account Notes to CustomerSuccessBox Account Notes

From Salesforce
To CSB
Sync support
Title

Create and update
Body
Description
Create and update


NOTE:
If Title is not set as "CustomerSuccessBox note", Description is set as:
Title: {Title}
{Body}

Salesforce Account Tasks to CustomerSuccessBox Account Tasks

From Salesforce
To CSB
Sync support
Context
Subject
Task Name
Create and update

Comments
Description
Create and update

Status
Type / Status
Create and update
"Not Started" or "To Do" = "To Do", "Done" or "Completed" = "Done",
{any other status} = "In Progress"
Priority
Priority
Create and update
"High" = "High",
"Low" = "Low",
{any other priority} = "Medium"
Due Date
Due Date and Time
Create and update

Salesforce Account Events to CustomerSuccessBox Account Logs

From Salesforce
To CSB
Sync support
Subject
Title
Create only
Type
Type
Create only
Description
Description
Create only
End Date
Log Date and Time
Create only


NOTE:
If 'Type' is not set or is not 'Email', 'Call', 'Meeting';  it is set as 'Others' in CustomerSuccessBox

Contact Us

In most cases, you would have a dedicated Customer Success Manager who will be your point-of-contact for any queries or assistance. You may also,

  1. Initiate a chat directly from within CustomerSuccessBox. Use chat option from Chat icon in the left side navigation bar
  2. Create a conversation from here
  3. Send an email to support@customersuccessbox.com


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Overview: Integrating Salesforce with CustomerSuccessBox
Prerequisites: Integrating Salesforce with CustomerSuccessBox
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Installation, Configuring and Authorizing Access to SFDC
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  1. Anadi Raj Tiwari

  2. Posted
  3. Updated

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