Overview

Configuring Salesforce Integration with Vivantio ITSM

Salesforce is a Client Relationship Management solution used by organizations to record details of their customers and contacts (clients and callers) 

It is possible to synchronize Vivantio with Salesforce for populating the Vivantio object types of Clients, Callers and Locations from Salesforce.

Important: Vivantio will update all the system fields listed in Basic Details, not just those mapped. So for example if you are importing customers from Salesforce and you have not mapped the Notes field, any existing notes will be overwritten at the next scheduled import. 

Section Overview:

Entering Salesforce Credentials

Configuring Import Tasks, Mappings, and Filters

Synchronization Schedule

Section 1 – Integration and API – Entering Salesforce Credentials

Navigate to Admin Area > Integration and API > Salesforce Icon

If the Icon does not appear, Salesforce Integration is not enabled in the Global Settings Admin Area.

Entering Salesforce Credentials and Token

Due to the varying levels of access within Salesforce, Vivantio allows more than one set of Salesforce Credentials to be entered into Vivantio, if needed.

Select the “Add” button and enter the following:

• Name: This is the name of this specific set of Credentials. There is no required naming convention for this field, but when performing the subsequent import of data, Vivantio will ask for the credential associated to the import.
• Username: This is the Username for the Salesforce Application
• Token: This is provided by Salesforce (See Salesforce Help for instructions)
• Password: This is the Password for the Salesforce Application
• Sandbox: If you would like to connect to the Sandbox Salesforce application for testing purposes tick this box.

Repeat this process if there are more than one Salesforce Credential needed to import the required data into Vivantio.

Validate Saved Credentials:

Once saved, the Salesforce Credentials will appear in the list. You can now navigate to the Import Tasks Tab.

Section 2 – Configuring Import Tasks, Field Mappings, and Filters

Import Tasks – Name and Credentials

First, select the Add button under the Import Tasks Tab. Then enter the following:

• This is the name of this Import Task. There is no required naming convention, but in the example below it has been named “Location Import” because this specific Import Task is for the Salesforce Accounts to be Imported as Vivantio Locations.

• This is the Credential that has the appropriate access in Salesforce for the data being Imported into Vivantio. If the credential selected only has access to 50% of the required Accounts needed in Vivantio, then only 50% of those Accounts will be imported.) This is why we have the ability to create multiple Salesforce Credentials and multiple Import Tasks
• This button will enable this task to be active after task is created. If this box is unchecked, no import will occur, even if the task is saved.

Import Tasks – Task Details Tab

• This is the source of the data coming from Salesforce. “The Import Task can read Salesforce ‘Contacts’ or ‘Accounts’
• This is the destination where the Salesforce Objects are imported into Vivantio. The Import Task can write to Vivantio Clients, Callers, or Locations.
• In the example below, Accounts in Salesforce are equivalent to Locations in Vivantio
• The fields along the left hand side are the Vivantio fields, and this is how we map the Salesforce data points to the Vivantio data points.

Section 2 – Configuring Import Tasks, Field Mappings, and Filters (Cont.)

Import Tasks – Where Clause Tab (Filter)

The “Where Clause” tab will filter certain Salesforce Objects out of the import. A list of available Salesforce field names can be found in the Object Reference for Salesforce an online developer resource. The operators available for the Where Clause include:

OR

AND

!=

Like (using % as a wildcard) See example below:

Section 2 – Configuring Import Tasks, Field Mappings, and Filters (Cont.)

Import Tasks – Task Details Tab (Contact Import Example)

Vivantio allows for Salesforce Objects to be Imported into both the Client, and Contact System Areas. If Client Management is enabled within Vivantio, then Client, Contact, and Location will be available options under the “Vivantio System Area” dropdown. If Client Management is turned off, then only Contact and Location will appear.

In this example, Client Management is turned off and the import is individual Contact objects from Salesforce directly as individual Contacts in Vivantio. You will see a different set of “Basic Details” fields availble when selecting different Vivantio System Areas.

Remember to enter any and all custom fields in the appropriate Vivantio System before performing an import, or those Custom Fields won’t appear for mapping.

Section 3 – Synchronization Schedule

Scheduling Daily, Weekly, and Monthly Tasks

The “Schedule” tab allows the User to designate how often data is imported into Vivantio from Salesforce. (The import is not bi-directiontional, the data is pulled from Salesforce to Vivantio, not both ways) Select either a Daily, Weekly, or Monthly schedule and then hit save.

*In order to test the Import and validate the data, we suggest that you schedule the first import 15 to 20 minutes ahead of the current time, and then check the respective Vivantio System area to ensure they have loaded and the fields have been mapped correctly*

Reviewed: 28 March 2023