Salesforce CRM Integration guide

General information about integration

SipSim.fr and Salesforce Integration allows you to automate part of your business processes. The following options are available for incoming and outgoing calls via SipSim SIM cards:

• Accounts creation

• Leads creation

• Opportunities creation

• Contacts creation

• Tasks about missed calls creation

• Calls and call recordings creation 

• Linking entities to pre-defined owners

• Using different pipelines for different managers

How to connect the integration

At the start, you must have an active SipSim and Salesforce accounts. To set up the integration, you must complete the following steps:

1. In your SipSim personal account, go to the «Integrations» tab in the left menu;
   
   
   

2. In «Available Integrations», find the integration with Salesforce and click «Connect»;
   
   

3. In the pop-up window, you have to enter the login and password for your Salesforce account. During the authorization process, you will need to click on the «Allow» button to grant access to data from your Salesforce account.
   
   
   

After successful authorization, you will be able to see the integration with Salesforce in the list of «Connected integrations» and begin setting up the rules for the integration.

Integration settings

    Salesforce and SipSim integration includes a wide range of settings to make interaction between systems flexible. The default settings are quite universal, but you can change them to suit your business processes.

There are 5 tabs in the integration settings:

• Managers;

• Accounts and Leads;

• Contacts;

• Opportunities;

• Tasks.

Managers

In this tab, SipSim numbers are assigned to specific managers (users in Salesforce).

On the right there is a «Default User» selection. When you select a default owner in the entity creation settings, the created entities will be assigned exactly the user you select here. (in cases where the Salesforce manager is not specified for the SipSim number in the table, the default manager will be used)

If necessary, it is possible to block a specific SipSim number so that entities are not created if this number is involved in calls. You can do this by selecting the «Ignore in CRM» option next to the number you want to block.

Accounts and leads

The «Create an account if it does not exist in CRM» setting is responsible for creating accounts. If the setting is enabled, then if there is no account in the CRM that can be associated with the call a new account will be created. If such an account already exists, a new one will not be created. Here you can select those responsible for the created accounts.

The «Create lead on first interaction» setting is responsible for creating leads. The integration will only generate leads if there are no existing accounts, leads, or contacts in Salesforce that can be associated with the call. If any of these entities already exists, the lead will not be automatically created even if the setting is enabled.

The «Use lead statuses” setting, when enabled, allows you to create leads in a specific lead status (Lead status).

Contacts

The “Create a contact if it does not exist in CRM” setting is responsible for creating contacts. When this setting is enabled, a contact will be created during a call if there is no contact in the CRM that can be associated with this call.

Opportunities

Regarding the creation of transactions, there are 4 scenarios for creating transactions:

• Never - We never create a deal under any circumstances;

• Always – we create a deal with every call;

• If there are no any deals – Create a deal only if there are no deals at all;

• If there are no active deals – the deal will be created if there are no open deals created less than a year ago.

If the “Use different pipelines for each manager” setting is disabled, then you need to select the specific opportunity stage for all new Opportunities.

If the “Use different pipelines for each manager” setting is enabled, then it becomes possible to select the specific opportunity stage for each manager separately.

Tasks

The “Create task for missed calls” setting is responsible for creating tasks in case of missed calls. When the setting is enabled, regardless of whether you missed a call or did not reach someone, a task will be created with information that the call was not made.

Note: 

Currently, the interface allows you to select settings that are mutually exclusive, so it is necessary to arrange such settings logically.

For example, now you can select the manager who is the owner for the account as owner for the contact, but at the same time allows you to select the manager who is the owner for the contact as owner for the account.

For the integration to work correctly, it is not recommended to select mutually exclusive settings.