Why integrate Salesforce with Appcues?

The Appcues and Salesforce integration is a bi-directional connection. You can use this integration to help better target and personalize in-app experiences. It can also help your sales and go-to-market teams identify directly in Salesforce how individual contacts interact with Appcues experiences.

Use case examples

• Add a User Who Completes an Appcues Flow to a Salesforce Report
• Calculate NPS by Account with Salesforce
• Track Historical NPS with Salesforce
• Drive Event Registration with Salesforce
• Offer Role-Specific Onboarding with Salesforce

What you'll need to get started

• Access to the integration according to your Appcues plan level.
• A Salesforce Plan with API Access. Enterprise Edition, Unlimited Edition, Developer Edition, Performance Edition check out the plans here.
• UUID Match. This integration requires identical UUIDs:

           For user-level event and profile syncing:

1. The Appcues installation: window.Appcues.identify("USER_ID")
2. The Salesforce record: typically as a User ID or Salesforce ID field which must have type Text. If your user IDs are numeric, you can create a formula field with the string representation of your user ID. For example, if your user ID is stored in a numeric custom field called "Product User Id," you would create a formula field with the formula TEXT(Product_User_Id__c).

           For account-level profile syncing:

1. The Appcues installation: window.Appcues.group("ACCOUNT_ID")
2. The Salesforce record: typically as an Account ID or Salesforce ID field which must have type Text. If your account IDs are numeric, you can create a formula field with the string representation of your account ID. For example, if your account ID is stored in a numeric custom field called "Product Account Id," you would create a formula field with the formula TEXT(Product_Account_Id__c).

• Record Mapping: This integration currently supports mapping only one record type at the user level (Lead or Contact) and one record type at the account level (any object in your Salesforce account, including custom objects).
• Appcues Events Broadcaster (Optional): Enable this add-on service if you want to send Click-to-track events to Salesforce.

What information will be passed with this integration?

• From Salesforce to Appcues (data is synced every 5 minutes):
  • Triggers when the specified user object (Lead or Contact) or account object are created or updated. This will occur automatically as long as the property has been updated. If nothing has been updated in Salesforce, nothing will be pushed to Appcues.
  • Sends specified attributes to Appcues as profile attributes to be updated.
  • If the user, account, or attribute does not yet exist in Appcues, it will be created upon sync.
• From Appcues to Salesforce (data is synced as soon as an event occurs) :
  • Triggers (via webhook) when an end user interacts with Appcues content (e.g. submits an NPS survey)
  • Optional: Sends "NPS Score" and "NPS Feedback" to Salesforce that update the specified object (e.g. Lead or Contact)
  • Optional: Sends Appcues events to Salesforce as Events that appear on the objects Activity view
  • Optional: Sends Click-to-track events to Salesforce as Events that appears on the objects Activity view. (Requires that your account is signed up for Appcues Events Broadcaster)
  • Appcues will not create new Leads or Contacts if one does not exist for the events it is trying to sync

Setting up the integration

To set up the integration, you first need to select the Salesforce Integration card on our integrations page:

Once you click the integration card you'll be presented with a workflow to complete the integration.

Step 1 - Will ask you to authenticate your Salesforce account. 

Step 2 - Will ask you which data syncs to enable: events from Appcues to Salesforce, user profiles (Contact or Lead) from Salesforce to Appcues, and account profiles (any object) from Salesforce to Appcues.

If you select “Sync Appcues Events to Salesforce”, you will also be able to choose if you want to send Appcues Click-to-Track events, and if you want to add NPS results directly to the object's profile.

Step 3 - Depending on your sync selection on the previous screen, you'll next be asked to provide more mapping data:

• Which property on the Contact/Lead in Salesforce will be used to associate with the user profile within Appcues.

• Which properties on the Salesforce Contact/Lead you want to send to Appcues user profiles for targeting and segmenting.

• Which property on the Account record in Salesforce will be used to associate with the account profile within Appcues.

• Which properties on the Salesforce Account record you want to send to Appcues account profiles for targeting and segmenting.

Once you click Finish on step 3, the setup wizard will close, and data will begin passing between the two systems.

Need to make an adjustment?

Once the integration is enabled, you can click the card at any time and select Reconfigure to adjust any of your current settings, or click Deactivate Integration to disable the integration.

SFDC Permissions

SFDC Events & Activity Data

The Salesforce integration sends a subset of events to Salesforce. For the full list of Appcues events, see our Appcues Events Reference doc.      
These will be sent automatically as long as the Appcues > Salesforce integration is complete and the USERID attributes match.

Events that update properties

Events that add events

Configure the Integration with SFDC Integration User License

Want to use the Salesforce Integration user license to authenticate your Salesforce account in the integration setup? Great! The following steps will walk you through how to create a Salesforce Integration user, create a Permission Set, and enable the permissions that are required in Salesforce for the Appcues/Salesforce Integration to work properly. 

Create a New User

In Salesforce….

1. Click Setup on the top right
2. Search “users” in the Quick Find search bar
3. Click Users
4. Click New User
5. Give your new user a name, email, username, and nickname
6. Set the User License to “Salesforce Integration”
7. Set the Profile to “Salesforce API Only System Integrations”
8. Save the user

Create a New Permission Set

In Salesforce…

1. Click Setup on the top right
2. Search “Permission Sets” in the Quick Find search bar
3. Click Permission Sets
4. Click New
5. Give the new permission set a label, API name, and description (optional)
6. Leave the License set to —None—
7. Save the permission set

Object Settings and System Permissions

In Salesforce…

• Navigate to Permission Sets
• Click on the Permission Set label created in the previous section (opens Permission Sets Overview)
• Click Object Settings
• Click Contacts and/or Leads Object
• Modify permissions:
  • Click Edit
  • Check the Modify All box (automatically checks necessary boxes)
  • Save

• Click Events Object
• Modify permissions:
  • Click Edit
  • Check all available Edit Access boxes
  • Click Save

• Return to the Permission Set Overview of your new Permission Set
• Click System Permissions
• Modify permissions: 
  • Click Edit
  • Check the API Enabled box
  • Click Save

Assign Permission Set to Salesforce Integration User

1. Return to the Permission Set Overview of your new Permission Set (see steps 1 & 2 in the section above)
2. Click Manage Assignments

3. Click Add Assignment
4. Check the box next to the name of your Salesforce Integration user
5. Click Next
6. Click Assign

Authenticate Salesforce Integration in Appcues Studio with Salesforce Integration User

1. Active Salesforce integration card in Appcues Studio
2. On the Salesforce Authentication step, click the dropdown to authenticate your Salesforce account
3. Click Add a new account
4. Give the authentication a name and choose the instance type
5. Click Create
6. Log into Salesforce with your Salesforce Integration User’s email and password
7. Proceed with the rest of the integration configuration settings