While configuring your Plugin settings, you will occasionally need to use Advanced Field Mappings to get your information to update correctly from your CRM to Outreach. If a field is already mapped and syncing, you don't need to adjust these settings. We typically do not recommend adding/removing advanced mappings to/from existing field mappings, as this will cause most, if not all, records of that object type to stop syncing.
When the CRM plugin is initially created in your account, Outreach automatically assigns advanced field mapping settings to the Owner (see example below), Lead Status, Account, and Governance Role fields.
Advanced Mapping Definitions
Skip Empty Values when Sending Data to your CRM
This setting prevents you from overwriting data in your CRM with a blank value. If you remove the check mark, you can push blank data up to your CRM.
Example: If a user removes a prospect’s phone number in Outreach, we do not want to overwrite the existing phone number from the Lead or Contact with a blank value.
Skip Empty Values when Receiving Data from your CRM
This setting prevents you from overwriting data in Outreach with a blank value. If you remove the check mark, you can pull blank data down into Outreach.
Example: If a Lead’s email address is deleted, we wouldn’t want to also delete it from Outreach.
External Empty Placeholder
If there is a blank field in Outreach that is attempting to push to your CRM, you can replace the blank value with some placeholder text.
Example: Let’s say there is a validation rule on the lead object in your CRM that requires all leads to have a last name. If the last name field is blank in Outreach, we can replace the blank value with "TBD" when pushing to the Lead Record to satisfy the validation rule and get that prospect’s record and activity into your CRM while the sales rep has time to figure out their prospect's last name.
Internal Empty Placeholder
If a field in your CRM is blank when attempting an inbound update, Outreach will populate the field with the specified text instead of a blank value.
Example: If a lead’s company field is blank, it can be replaced with "TBD" when pulling information into Outreach.
Mapped Field checkbox
Only check this box if the field is being mapped to a lookup field in your CRM.
Example: If you would like to map the SDR Owner, AE Owner, and CSM Owner to custom Outreach fields, you would need to check this box and change the external mapped type to user (described below).
External Mapped Type
Provides the list of lookup field types that Outreach can map to.
Example: If you’re trying to map an owner field to a custom Outreach field, you will need to check the “Mapped Field” checkbox and set the “External Mapped Type” to user.
Salesforce Note: If you are syncing a User record to a custom field in Outreach, you will not be able to do so via an Advanced Field Mapping because we do not have all of the underlying information that an Owner field does. In order to sync these fields, please use a mirror field in Salesforce to copy the User's name into a text field.
Map name instead of ID
This checkbox will allow you to use the name of the object you’re mapping instead of the record's Object ID. This will only be applicable if the “Mapped Field” checkbox and “External Mapped Type” are selected.
Example: If you’re attempting to map an owner field to a custom field in Outreach and you are seeing the user’s Record ID, you will want to check this box to map their name instead, as it’s more easily identifiable.