The purpose of this article is to provide information to Outreach admins regarding the CRM Plugin Conflict Resolution Layer.
Note: For more information regarding the conflict resolution layer, refer to the Four Critical Considerations When Evaluating an SEP's Salesforce Integration article.
CRM Systems are created to store your customer data, while Outreach is designed to optimize the way your sales teams sell. Since a CRM is such an integral part of the sales process, Outreach works to seamlessly sync a sales representative's activities back into your system of record without any loss of data.
Building the Conflict Resolution Layer in Outreach's CRM Integration
The concept of a conflict resolution layer isn't found in many platforms. They typically decide one platform's data is more important than all others. Without this layer, if changes are made in two platforms before a sync can occur, the hierarchy determines whose data wins. This means that data gets overwritten and you lose valuable information, and there’s no going back from that.
The conflict resolution layer looks at both Outreach and your CRM system to see if updates were made in both locations. It acts as a middle layer that instantly compares both records. If there are updates in both platforms, the plugin ensures all updates are made so the data matches. It only updates the fields that have changed and never overwrites data that doesn’t need to be updated. Your data deserves better. That’s why Outreach has an intelligent layer to handle conflicting updates between Outreach and your CRM based on they way your team makes updates to records
Outreach has created the most intelligent data conflict resolution in the game. You no longer need to worry about data entry overrides from the systems which feed data into your CRM. Whether you are interested in maintaining information exclusively in your CRM and having it only flow one way into Outreach, using a bi-directional sync to maintain data in both locations or even overriding information with blank fields, Outreach can accommodate you. Thanks to our Conflict Resolution Layer, you can always trust that you're looking at the most up-to-date and accurate data, whether you're in Outreach or your CRM.