SFDC objects and workflows

Salesforce Integration

As a Salesforce admin that connects Default with your CRM, you will be listed as a user creating all records. A best practice is to have a dedicated Integration User with admin permissions to authenticate Salesforce to take away any confusion from the Created By field being the human Default admin.

Start the Integration by following this guide.

1. Navigate to the Integrations tab within Default.

2. Select Salesforce to connect, manage, or disconnect your CRM integration.

Records and Field Mapping

In Salesforce objects, you can pass data such as form submission answers, enrichment data, or custom values to any Salesforce field. There are 2 values to consider when mapping fields.

• Dropdown on the top maps Default data.

• Dropdown on the bottom maps your Salesforce instance's fields.

Create, match, and update records

Create

Create Salesforce Record objects allow you to create any Salesforce record and pass form submission answers, enrichment data, or custom values for any field (including custom fields).

Match

Salesforce Match objects allow you to find any Salesforce record. Match objects can create 2 paths for objects that match or don't match your set criteria.

You can stack as little or as much criteria as you want. If you have duplicate records you can prioritize those records. The example below shows if multiple Accounts come back with the same name, Default can pick the one that has the most recent activity (hence Last Modified Date = Max).

Update

Salesforce Create objects allow you to update any Salesforce record with new data such as form submission answers, enrichment data, or custom values for any field (including custom fields).

SFDC Objects

Default supports the following Salesforce objects:

Leads

Default allows you to create, merge, and match Leads. You don't have to use any other tool to send lead information for subsequent posting to Salesforce.

Here's how it works:

• Leads are submitted via the imported form from your website into Default

• Default utilizes various criteria, including form question responses and our enrichment data, to match existing Leads, Contacts, or Accounts (including fuzzy matching)

• If a match is found, Default can update the fields you specify in Salesforce.

• If there is no match, Default creates a new record in Salesforce using the data provided from the form submission enrichment data, or a combination of both.

Contacts

Default allows you to create, update and match contacts. If Lead-to-Contact conversion is desired during your workflow, it's best to use the Match Salesforce object and look for a Contact with Lead's attributes.

Accounts

Default allows you to create, update, and match Accounts. If Lead-to-Account conversion is happening during your workflow, it's best to use the Match Salesforce node and look for an Account with Lead's attributes.

Convert Salesforce Lead

Default allows you to convert a lead to a contact and create a new account or connect to an existing account using a Convert Salesforce Lead object. You can also convert a lead to an existing contact and an existing opportunity.

Here's how it works:

• Leads are submitted via the imported form from your website into Default.

• Default utilizes various criteria, including form question responses and our enrichment data, to match existing Leads, Contacts, or Accounts (including contains as a way to fuzzy match).

• If a match is found, Default can update the fields you specify in Salesforce.

• Thereafter, you can add the Convert Salesforce Lead object to convert the lead.

• Convert the lead and specify if a new account needs to be create or an existing account needs be merged. You also have the option of creating an opportunity with an existing contact while converting a lead to a contact.

• If creating an opportunity is not part of your current workflow when converting a lead, you can toggle off within that option in the object.

Optional SFDC Objects

Default also supports you to create, match, and update on the following objects:

• Opportunity

• Opportunity Contact Role

• Events

• Campaign Member

Here's how it works:

• Leads are submitted via the imported form from your website into Default.

• Default utilizes various criteria, including form question responses and our enrichment data, to match existing Leads, Contacts, or Accounts.

• Use the operator contains for fuzzy matching.

• If a match is found, Default can update the fields you specify to Salesforce.

Creating an Opportunity and an Opportunity contact role

Here's how it works:

• Use the Create Salesforce Record object to create an opportunity and pass the form submission answers, enrichment data, or custom values for any field (including custom fields).

Opportunity

These are also common mapped fields, please reference your CRM for any additional required fields for creating an Opportunity and field mapping for optimal results. Common fields can also include:

• Opportunity Name

• Account ID

• Name ID

• Stage

• Record Type ID

• Close Date

• Owner ID

• Custom property (Check with your CRM Admin for for additional required properties)

In some cases, Opportunity Contact Role is required. Use a create SFDC object to create the Opportunity Contact Role.

Opportunity Contact Role

These are also common mapped fields, please reference your CRM for any additional required fields for creating an Opportunity and field mapping for optimal results. Common fields can also include:

• Contact ID

• Opportunity ID

• Primary

• Role

• Custom property (Check with your CRM Admin for for additional required properties)

Events

These are also common mapped fields, please reference your CRM for any additional required fields for creating an Opportunity and field mapping for optimal results. Common fields can also include:

• Name ID

• Related to ID

• Subject

• Start Date/Time

• Duration

• Assigned to ID

• Custom property (Check with your CRM Admin for for additional required properties)

In some cases, if you are associating an Opportunity to an Event, use Related to ID to map to the Opportunity and then map Account ID to the Account.

• Account ID

Routing

Assigning User to an Object

Default can assign any Salesforce record using the Round-Robin object.

Form Submission -> Round Robin -> Round Robin Assignee made owner of Salesforce Record

Here's how it works:

1. When assigning a record, select a Round-Robin object and configure based on which Queue Default should route. A Round-Robin object can also be used on the no meeting is booked branch or when assigning a record.

2. Select a Create SFDC Record object to create the new record.

3. Map Owner to Latest Round-Robin assignee to the Owner ID field.

Ownership-based routing

Default uses the email address of a lead or contact to run through the configured logic, matching it to ownership fields—typically the owner_id in Salesforce. Once a match is identified, Default deterministically displays the calendar for the corresponding record owner, ensuring accurate routing, within seconds.

Here's how it works:

1. Configure the Match SFDC record node to find a record in question.

2. Select a Queue/Member called, Owner from the previous step while configuring the Display Scheduler node.

Duplication logic​

Default is designed to efficiently manage duplicates while creating leads in Salesforce.

Duplicate Verification

Default checks for duplicates by verifying if the email address is already registered in Salesforce. If a duplicate is found, Default can refrain from generating a new lead.

Here’s how it works:

• Match and Prioritization

  • Default first searches for a matching lead in Salesforce using a Match object.

  • If a match is found, Default can prioritize it using the configured logic within the Match Records object.
    If no match is found, Default can create a new lead.

• Bypassing duplicate checks

  • If your workflow requires sending all leads to Salesforce without checking for duplicates, Default can be configured to create a new lead for every submission.

This flexible approach ensures your lead management process aligns with your specific business needs.

Creating Duplicates

This often stems from Salesforce’s default de-duplication logic not aligning with your business requirements. To address this, we’ve introduced an optional toggle on the Create Salesforce Record node (see below).

Here's how it works:

• When the toggle is enabled, you can specify a field (e.g., email) to check for duplicates.

• If no match is found for the specified field, Default will create a new record.

  Example use case:

  • Existing record: joe.smith@apple.com is already a Lead in Salesforce

  • New submission: joe.smith2@apple.com submits a form

  • Salesforce’s default logic: considers this the same Lead due to overlapping criteria

  • Default’s match field logic: with the match field set to email, Default identifies that the emails do not match and creates a new Lead record instead

Toggle in a create object > enable match field > select field to use when a match is found

Prioritizing Mapping with Duplicates

To handle prioritization in cases of duplicate accounts, you can utilize the prioritization logic available under the Match SFDC record object.

This functionality allows you to establish priorities based on other fields associated with the Account.