Overview

This article provides a guide on how to integrate Acts of Advocacy from an Influitive Hub into Salesforce, allowing for enhanced reporting, dashboard creation, and workflow rules within Salesforce. It covers the setup process, examples in both Salesforce Classic and Lightning, and troubleshooting tips.

Information

This section outlines the steps necessary to configure the integration of Influitive's Advocacy Insights data with Salesforce. This data includes challenge stage responses and other information that can then be used to create Reports, Dashboards, Workflow rules and just enhance the visibility of your advocate program.

• Feature Overview
• Example in Salesforce Classic
• Example in Salesforce Lightning
• Setup
• Test Setup
• Retroactive Backfill
• MultiHub

Feature Overview

This feature lives in the Salesforce Integration card in your Hub (Settings Gear > Integrations > Salesforce > Manage > Settings). The actions Hub members perform in the Hub generate Acts of Advocacy. An Act of Advocacy can occur in:

• A stage of a Challenge
• Within the Discussions Forums
• By submitting a Referral
• Logged manually.

When this integration is enabled, these Acts of Advocacy will be sent to Salesforce as a Custom Object called "Acts of Advocacy". This custom object can be configured to display on the Account and Contact Record Layout. Once in Salesforce, these records can be used to create reports and dashboards or be pushed to other systems like Marketo or Gainsight.

These records will contain information like:

• The complete content or response (survey response, discussion post, NPS Score, etc.)
• A link to where this happened in the hub (Challenge, discussion post, or referral campaign)
• The Advocacy Type
• The Date the activity happened
• The Contact who completed the activity
• Points awarded
• Source Type where the activity happened (e.g. Challenge, Discussions, Referrals)
• AdvocateHub Channel (if it occurred within one)
• ROI Value set for this Advocacy Type
• AdvocateHub Program name (for Multihub purposes)

Note: When the advocate that performs the activity does not have a ContactID, Influitive will look into Salesforce via email address to retrieve a Contact ID before writing the activity to the Contact Record. If there are duplicate contacts with the same email address, a random contact will be chosen (however, this relationship can be changed manually if a different contact is preferred to be mapped).

Example in Salesforce Classic

The Influitive Acts of Advocacy Object in Salesforce Classic displays user activities from the Influitive Hub as a custom object within Salesforce. 

Detailed information about each advocacy event is accessible by clicking on it:

Example in Salesforce Lightning

In Salesforce Lightning, the Acts of Advocacy Object is similarly displayed, with a more modern interface. 

Clicking on an advocacy event reveals more details:

Setup

The setup involves upgrading the Salesforce AppExchange package for Influitive, updating the page layout, and configuring settings within Influitive's integration page. This Acts of Advocacy object must replace the old AdvocacyActivities Custom Object in the older Influitive Salesforce AppExchange version, so please make the necessary layout changes.

Once the AppExchange Package has been updated, follow the steps below within the AdvocateHub.

1. Navigate to the Gear icon in the top right corner of the screen and click on Integrations to go to the integration library.
   
2. Browse through the integration library until you find the Salesforce integration, and click Manage.
   
3. You will be brought to the Setup Tab; you should already have this integration authenticated and connected. Please ensure that the App Exchange Version is up to date. This Advocacy Insights tool is available on version 2.17 and above.
   
4. Go to the Settings Tab > Scroll to the Advocacy Insights section and click to open the dropdown.
   
5. You can select certain Advocacy Types you want to exclude from being sent to Salesforce. You can select more than one from the dropdown menu.
   
6. Once you're happy with this setup, click Save. Then, turn the toggle switch to ON to enable the feature.
7. Once the setup is saved, all the acts of advocacy from the Hub will be sent to Salesforce.

Note: The push syncs every hour, so you may wait to see the activities in Salesforce. If the Hub member is removed from the Hub, the Advocacy Insight for the Salesforce user will stop updating but remain in the contact records.

Test Setup

1. The Advocacy Insights tool is now turned on, and all the Influitive AdvocateHub Acts of Advocacy moving forward will be pushed to the Salesforce Custom Object.
2. To confirm if the push is working, select a contact record in the Influitive Hub that also exists in the Salesforce instance that has recently done an activity in the Hub after the Advocacy Insights switch is turned on. You can also create a test account in the Hub and Salesforce and complete a challenge to trigger an act of advocacy to push to Salesforce.
3. Please make sure that your challenge stages have an advocacy-type set. If it's set to "None / Don't report", no Advocacy activity will be pushed to Salesforce. More on that here.
4. Remember that you won't be able to see the activities appear instantly since the sync runs every hour.
5. Once an hour or so has passed, head to the Contact record in Salesforce you've selected to test. The activities will be displayed under the custom object section "Influitive Acts of Advocacy".

Retroactive Backfill

To backfill missing Acts of Advocacy before the integration was enabled or during a disconnection, use the Start Data Backfill button in Influitive's settings. Note that there is a daily limit for backfilling activities. To retroactively backfill the missing activities, there's a command button to start and stop this backfilling process:

1. Head over to the Advocacy Insights Integration (Click on the gear icon > Integrations > Salesforce > Click Manage > Head over to the Settings Tab > Advocacy Insights)
2. Click on the Start Data Backfill button
3. Check the Notification Center (bell icon) from your admin view to see the job's progress. The backfill should start pushing to Salesforce immediately.
   
   1. Note: A limit of 4,000,000 activities can be pushed at once daily. If you have more than 4,000,000 acts of advocacy in your Hub to backfill, you will receive an error when this action fails. You will be able to see this warning on your Notification Center.
4. You will need to Start the backfill again the next day for the rest to be completed. It will start the backfill where it stopped the day before.

MultiHub

For customers with multiple Hubs, a way to differentiate if the Acts of Advocacy are coming from one particular Hub is by looking into the details of the Acts of Advocacy. Here you will see the Hub ID and the Program Name where you can identify which Hub did the act of advocacy happened. Further guidance is available within Salesforce: Multi Hub CRM Setup.

If you hover or click the Program Name link, it will take you to the Influitive AdvocateHub URL. Head to your Influitive Hub Admin Settings > Advocate Program > Program Name to change the Program Name.

FAQ

What is an Act of Advocacy in Influitive?

An Act of Advocacy in Influitive is a user activity such as completing a challenge stage, participating in discussions, submitting a referral, or a manually logged action. These activities can be integrated into Salesforce as records.

How often does the sync between Influitive and Salesforce occur?

The sync between Influitive and Salesforce occurs every hour. Therefore, activities may not appear in Salesforce immediately after they are completed in the Influitive Hub.

What should I do if there are missing Acts of Advocacy in Salesforce?

If there are missing Acts of Advocacy in Salesforce, you can use the Start Data Backfill feature in Influitive to retroactively push past activities to Salesforce. There is a limit of 4,000,000 activities that can be backfilled in a day.