Salesforce Configuration for Outreach: End to End Guide & Best Practice

Overview

This guide provides setup instructions for configuring the Outreach plugin to Salesforce (SFDC). While the recommendations provided support the majority of team workflows in Outreach with a standard SFDC configuration, such configurations can vary based on your desired workflow, SFDC setup, and organizational needs.

Note: The images in this guide may reference a Salesforce setup that differs from your organization's.

Getting Started: Plugin Requirements

API Access

Outreach uses REST API calls to communicate and sync with SFDC. Note that not all editions of Salesforce include API calls out of the box. Before configuring the bi-directional sync with Outreach, ensure you have a Salesforce Edition with REST API access

• Salesforce Enterprise/Unlimited Edition: REST API included.
• Salesforce Professional Edition: Requires the Web API Package and purchase of API Call Bundles.

To check your SFDC version, navigate to Setup > Company Information. Under Organization Detail, review the Organization Edition.

To determine if an API package has been purchased, navigate to Setup > Monitor > System > Overview > API Usage.

Integration User

The individual who connects the plugin (the Outreach admin) must have the following permissions in SFDC:

• Create, read and edit data on required objects that need to be shown in Outreach such as Accounts, Contacts, Leads, Opportunities, User Roles, etc.
• Field-Level Security settings that allow the user profile to view and modify any mapped fields.
• User profile connecting SFDC to Outreach must have the API Enabled option enabled under System Permissions.

 

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Plugin Overview

Plugin Navigation

The Outreach <> SFDC Plugin consists of 6 main tabs:

• TYPES - Displays the different objects that can be synced from SFDC and which Outreach objects they connect to. This also provides a snapshot of your sync settings.
• LIMITS - Allows an Admin to set API limits on API calls Outreach is allowed to make on a given day.
• SETTINGS - Enable settings such as Refresh Users on Reconnect, Sync Merge and Deleted Records and cleaning up historical records.
• ACTIVITY - Displays a user friendly, historical, snapshot of when and what Outreach has synced with the CRM.
• LOGS - Provides an export of SFDC sync errors. (See FAQ.)
• IMPORT / EXPORT - Export Plugin configuration to backup / restore your configuration or push changes from a Sandbox environment. (See FAQ.)

See also: Object Syncing section of the Outreach Support Portal

CRM Overview

The Overview page displays the different objects within a SFDC and the different options available to connect to those objects. The options that are chosen control the flow of data between Outreach and the SFDC for those objects.

 

Connecting Outreach to SFDC

For a detailed walk though, please see Connecting & Testing Salesforce Plugin Environment.

1. Log in to Outreach as an Admin.
2. Click Administration > Integration.
3. Click CRM.
4. At the top right hand the page, click Add, then select SFDC or SFDC Sandbox from the dropdown menu.
   Note: You can only have one plugin connected at a time.
5. A pop-up will appear asking for your SFDC login. Make sure you use the intended integration user's login credentials.

Common Connection Errors

Admin Credentials: Make sure you use a Salesforce Administrator's login credentials to connect the SFDC Sandbox or Production.

Sandbox: If experiencing connection breaks every 24-48+ hours (or more), check your timeout settings in SFDC.

See also: Connecting & Testing Salesforce Plugin Environment

Types: SFDC Objects

Outreach syncs with the below SFDC Objects. Outreach does not sync with objects outside of this list.

LEAD + CONTACT: Seamlessly sync your SFDC Lead and Contact data bidirectionally with Outreach Prospects. This ensures reps have the most important information in their system of action (Outreach) and that their system of record (SFDC) stays up-to-date with minimal clicks.

ACCOUNT: Leverage an Account-based sales strategy by syncing in in your Account data from SFDC to Outreach.

OPPORTUNITY: Ensure no deal slips through the cracks by syncing in Opportunity information. This allows reps to follow up with associated Contacts at scale, re-sequence Closed-Lost opportunities, and create consistent follow-up reminders so no deal goes stale.

EVENT: Push Meetings from Outreach into SFDC to track KPI attainment per rep and determine which sequences are leading to the most booked meetings.

LEAD STATUS: Integrate Outreach Stages with SFDC Statuses to optimize rep workflow, maintain sync and ensure teams informed on pipeline numbers

USER: Create users for all individuals with SFDC licenses. This allows you to provision Outreach seats by simply unlocking (vs. manually creating) and to ensures records owned by non-Outreach seats are visible in Outreach.

USER ROLE: Provides accurate Outreach permissions and visibility based on roles in SFDC.

TASK: Syncing completed Outreach tasks to SFDC allows for reporting on KPI attainment, ensures activity is being logged to reach desired outcomes, and gives SFDC insight into what activity is happening in Outreach.

See also: Outreach Support Portal Knowledge Base Salesforce Object Syncing section.

Sync: Conflict Resolution

Outreach has an intelligent Conflict Resolution layer to our SFDC sync to mitigate discrepancies in data from simultaneous updates in Outreach and SFDC.

For example, if your team is executing a task on a Lead in Outreach at the exact same time a Salesforce admin is updating a field on that same lead in SFDC, most tools would encounter a row lock, or worse, one tool prioritizing their data over the other.

With Outreach, we’ll scan the lead field by field, to look for updates and apply/update accordingly.

Limits

Limits allows an Administrator to set limits on how many API calls Outreach is allowed to make on a given day. The API calls available are designated by the SFDC environment, and if you need additional API calls, we recommend reaching out to your Salesforce representative.

Global API Call Usage is the number of API calls used by all applications connected to the SFDC that require API calls.

• Best Practice: Set to 70-80% of Total API Calls

Outreach-specific API Call Usage breaks down the Global API call usage to illustrate how many API calls Outreach is using.

• Best Practice: Set to 20-30% of Total API Calls

Note: Admins will receive a notification if the instance is approaching API limits. When a limit is hit, Outreach will no longer sync data to / from SFDC. However, the total API call usage is based on a rolling 24-hour schedule so admins can push activities.

See also:

• Outreach API Call Usage Overview
• Reducing API Call Usage Best Practices

Limits: API Call Timing

Inbound Syncing from SFDC to Outreach (Bulk)

Automatic polling can detect up to 2,000 newly created/updated SFDC records in 1 API call. It can then import 200 of those records at a time per 1 API call (a Salesforce limit).

Example: If 2,000 new records are detected in 1 polling cycle, it will use 11 API calls to bring them in (1 for polling, 2,000/200 = 10 API calls for creation).

Outbound Syncing from Outreach to SFDC (Near Real Time)

Outreach pushes all completed activities and record changes back to SFDC in real time.

Pushing changes are usually seen in 30-45 seconds. However, if you are updating or force syncing a high volume of records, you may experience slower sync times.

Settings

The Settings tab provides options on syncing SFDC users and the merging and deleting of records.

Refresh Users on Reconnect: When enabled, this setting causes all users (active or not) to sync upon reconnecting the plugin in Outreach. This means locked, inactive user seats will be created in Outreach in order to sync to any unmapped users. This setting is enabled by default.

Merge & Delete: Outreach will review all records with an external SFDC ID to see if a merge or delete event has occurred. If one of these events has occurred, Outreach will move the corresponding record to the recycle bin.

Outreach will not take action on records without an external SFDC ID. Only records with an associated SFDC mapping will be affected by the clean up process.

Activity

The Activity tab captures each action that has been initiated and synced to or from Outreach.

How to Filter Plugin Errors

• Use the filters under System Update > Plugins to target specific actions from the Plugin.
• These are our most common search filters in the plugin, targeting sync errors between SFDC and Outreach:
  • System Update > Plugins > Plugin Sync Error
  • System Update > Plugins > Plugin Type Mapping Sync Error
• This search will help you identify what actions in the plugin are preventing the plugin from syncing properly.

Common Searches

• Plugin Errors
• System Updates
• Record Updates
• Engagement Updates

Logs

The Logs tab provides an export of SFDC sync errors. The Logs will show which actions are happening, when they are happening, and if Outreach is able to sync. From here, you can export the last 10,000 errors or the errors that occurred in the last 90 days (whichever is fewer).

Common Errors

• Lead Queues not mapped (Resource Users does not exist)
• Validation Errors
• SFDC Permissions not allowed
• Incorrect User Mappings
• Required fields missing

Import / Export

The Import / Export tab allows you to export your plugin configuration to backup/restore your configuration, or push changes from a Sandbox environment.

This functionality is ideal for performing the following activities:

• Uploading Plugin in Outreach Sandbox after an Sandbox refresh in SFDC
• Moving Plugin through multiple Sandboxes for testing
• Updating Production Plugin after Sandbox Validations
• Obtaining hard copy of plugin metadata

See also: Outreach CRM Config Manager FAQ

 

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Object Overview

Object Navigation

Within each Type > Object, there are three tabs for configuring the bi-directional data sync:

• SYNC - Configure the settings on how data is exchanged between Outreach and SFDC.
• FIELDS - Determine which fields are connected between Outreach and SFDC and granularly decide how that information is synced.
• MAPPINGS - Shows the linked Outreach<>SFDC records under each object.

Sync

Toggles

When you click into any of the objects, you’ll see a page of Outreach CRM Integration Toggles. These toggles give SFDC and Outreach permission to take action on different events.

Polling vs. Pushing

Outreach syncs objects through two mechanisms: Polling and Pushing data.

POLLING: SFDC Syncing to Outreach

• Polling allows Outreach to automatically scan SFDC for any newly created records or changes to existing records. If Inbound Create and Update are enabled, this allows SFDC to automatically create or update records in Outreach.
• Frequency: New records and updates sync from SFDC into Outreach depending on the interval you choose for your polling cycle. The default setting is 10 minutes, but can be adjusted to change API usage or enable workflows.
  

PUSHING: Outreach Syncing to SFDC

• Pushing allows Outreach to automatically send SFDC any newly created records or changes to existing records. If Outbound Create and Update are enabled, this allows Outreach to automatically create or update records in SFDC.
• Frequency: Changes such as completed activities or field updates like an automatic stage change will push back to the corresponding record in SFDC in near real-time (typically 30-45 seconds depending on the amount of data trying to sync back to your SFDC instance).

Sync: Inbound (SFDC > Outreach)

Polling (SFDC Syncing to Outreach) corresponds to Inbound Create and Inbound Update. If enabled, any newly created or updated records will be created or updated in Outreach.

• Polling: Outreach is scanning SFDC to see if there are any records that have been modified or created.
• Polling Frequency: How often we poll SFDC for new and/or updated objects.
  Note: If you increase the time between polling cycles, fewer API calls will be used.
• Inbound Create: Create records in Outreach from your SFDC.
• Inbound Update: Allows records to update inbound from your SFDC to Outreach.
• + add condition: Set field-criteria to only update or create from SFDC if conditions are met. This ensures records updating or getting created in Outreach meet your data requirements, providing further control and helping to reduce API calls.

There are a few different ways to bring your new or existing records from SFDC into Outreach. These include:

• Automatic SFDC Sync
• SFDC List View
• SFDC Report
• CSV

Sync: Outbound (Outreach > SFDC)

Pushing (Outreach Syncing to SFDC) corresponds to Outbound Create and Outbound Update.

• Pushing: Automatically push changes or new records that occur in Outreach up to SFDC.
• Pushing Frequency: Pushing occurs in near real-time (typically 30-45 seconds depending on the amount of data trying to sync back to your SFDC instance). This cannot be adjusted and does not appear in the UI.
• Outbound Create: Allows records to be created from Outreach and pushed up to your SFDC.
• Outbound Update: Allows records to update from Outreach up to the SFDC.
• + add condition: Set field-criteria to only update or create from Outreach if conditions are met. This ensures records updating or getting created in SFDC meet your data requirements, providing further control and helping to reduce API calls.

Note: By default, Outreach prevents duplicate contacts from being created by allowing only one record per unique email address. If your sales process relies on using more than one record per email address, read about prospect remapping or open a ticket for help.

Sync: Adding Conditions

Utilize conditions to set criteria for when the sync should apply.

When you enable the settings for each object in the plugin, you’ll see an option to add conditions (+add). Multiple conditions can be added to the toggles.

Tip: Change whether the condition should be an AND or an OR statement by clicking on the grouping text.

Example (above): “We want SFDC leads to be created as prospects in Outreach ONLY when the prospect has an email address AND/OR they have not already opted out.”

Conditions: Polling vs. Inbound Create

• Setting conditions on Polling determines the records Outreach should scan during the sync. Conditions on polling can help to reduce API Calls.
• Setting conditions on Inbound Create determines the records Outreach should create during the sync. Conditions on Inbound Create allows you to specify the prospects that should be created in Outreach.

Fields

The Fields tab determines which fields are connected with Outreach and whether updates come in from SFDC, push out from Outreach, or both.

• Updates In: Brings updates made from SFDC into Outreach
  

• Updates Out: Pushes updates made from Outreach into SFDC

In addition to fields, you can also toggle In and/or Out options for the following conditions:

• Bidirectional Update
• Update Outreach Only
• Update SFDC Only
• No Update

Note: Net new records are created with all mapped fields, regardless of the updates in/out checkboxes.

See also: Outreach CRM Integration Toggles Overview

Fields: Mapping a new Field

To utilize Outreach’s native fields and map to the corresponding fields in SFDC:

1. Click Add to add an additional field.
2. Select the Outreach field (left) and map to the corresponding SFDC field (right).
3. Toggle Updates In/Out.
4. Click Save.

What fields should I map in?

• Email Variables (Personalization): Use any fields that live in SFDC as variables in your emails (e.g., first name, company, etc.)
• Grouping Prospects for Sequence: Map down fields that your team can use to help filter or group prospects (e.g., industries, States, Personas, Titles, etc.)
• Auto Routing into Sequence: Map in fields to set triggers that put prospects straight into a sequence based on certain fields.

See also: How To Map a Field in Outreach

Fields: Adding a Custom Field

To add a custom field in Outreach:

1. Navigate to the corresponding page within Records > Prospects > Field Configuration
   
2. Type in the name(s) of your custom field(s).
3. Navigate to Plugin > [correct Object] > Field.
4. Add in your custom field.

What fields should I map in?

• Email Variables (Personalization): Use any fields that live in SFDC as variables in your emails (e.g., first name, company, etc.)
• Grouping Prospects for Sequence: Map down fields that your team can use to help filter or group prospects (e.g., industries, States, Personas, Titles, etc.)
• Auto Routing into Sequence: Map in fields to set triggers that put prospects straight into a sequence based on certain fields.

See also: How To Map a Field in Outreach

Fields: Advanced Field Mappings

While configuring SFDC Plugin settings, occasionally there is a need to use Advanced Field Mappings to get information to update correctly from your Salesforce to Outreach.

If a field is already mapped and syncing, you don't need to adjust these settings. Outreach does not recommend adding or removing advanced mappings from existing field mappings, as this could cause records of that object type to stop syncing.

Access the Advanced Field Mapping settings by hovering to the right of the field and selecting the down arrow.

• Skip Empty Values When Sending Data to a SFDC: This default setting ensures data in the SFDC cannot be overwritten with a blank value. If deselected, blank data can be pushed to the CRM.
• Skip Empty Values When Loading Data from a CRM: This default setting ensures data in Outreach cannot be overwritten with a blank value from CRM. If deselected, blank data can be pushed to Outreach.
• External Empty Placeholder: Allows Outreach to substitute a blank value with text in the event a blank value is attempting to push to the CRM. (This setting requires both "Skip Empty Values When Sending” and “Skip Empty Values when Loading” settings to be disabled to work.)
• Internal Empty Placeholder: Allows Outreach to substitute a blank value with text in the event a blank value is attempting to push to Outreach. (This setting requires both "Skip Empty Values When Sending” and “Skip Empty Values when Loading” settings to be disabled to work.)
• External Mapped Type: Provides the list of lookup field types that Outreach can map to. This should be used when mapping a lookup field in SFDC to a lookup field in Outreach.
• Look for name instead of record ID: Enables Outreach to lookup the Record Name rather than the Record ID in the CRM. (This checkbox is only for Lead Status and Opportunity Stages.)
• Display Name instead of record ID: Enables Outreach to display the Record Name rather than the Record ID from a SFDC. This should be used when mapping a lookup field in SFDC to a custom field in Outreach. (Outbound update for this field will be disabled.)

Mappings

The Mappings tab shows every record mapping between SFDC and Outreach (prospects, accounts, tasks, etc.). Every record must be mapped to its corresponding record in SFDC to accurately sync data.

Admins will utilize the Mappings page when remapping users (remove the mapping, then add a new mapping), configuring the Lead Status object and/or mapping Opportunity Stages.

To re-sync or remove a record mapping, hover to the right of the specific record and click the appropriate option from the dropdown.

To add a new mapping, click Add, then select the SFDC record and the correct Outreach record.

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Object Configuration

Outreach syncs with the below SFDC Objects. Outreach does not sync with objects outside of this list. The sync toggles control the flow of data between Outreach and Salesforce for these objects.

• USER - Pull in Users to designate ownership of SFDC records in Outreach and assign Outreach seats.
• USER ROLE - Pull in User Roles assigned in SFDC to reflect role hierarchy and permissioning.
• LEAD - Bi-directional sync of SFDC Lead to Outreach Prospects to maintain consistency across platforms.
• CONTACT - Bi-directional sync of SFDC Contact to Outreach Prospects to maintain consistency across platforms.
• LEAD STATUS - Map SFDC Lead Statuses to Outreach Stages to track prospects through funnel.
• ACCOUNT - Pull in Account information and enable Account-based selling.
• OPPORTUNITY - Pull in Opportunity information so that SFDC opportunities reflect in Outreach.
• OPPORTUNITY ROLE - Pull in Opportunity Role to associate Contacts with Opportunities.
• OPPORTUNITY STAGE - Pull in Opportunity Stages so that SFDC Stages are reflected in Outreach.
• EVENT - Sync Prospect Meetings to the corresponding SFDC Lead/Contact.

Advanced Task Mapping:

• Tasks
• Calls
• Mailing

Note: In each object type section below, we will show a Setup Recommendation. These are advised for getting started in Outreach, but your company's specific needs may differ.

User

Users are a one-way sync from SFDC into Outreach. Syncing in the user ensures that we provide the ownership on lead, contact, account and opportunity records.

SYNC:

• Users will be created with the Lead, Contact, Account or Opportunity objects.
• If we attempt to create or update a record owned by a user who is not in Outreach, we will create them as a locked user for referential purposes. This will not impact your billing or seat utilization in Outreach.
• With this setup (see right), user updates will not automatically sync into Outreach. If you need to update user information, you will need to manually sync the update.
• Note: If you need to automatically create and/or update users, you will need to enable Polling, Inbound Create, and Inbound Update.

FIELDS:

• Updates IN only.

MAPPINGS:

• Ensure there is a one-to-one mapping for users.
• If you have Lead Queues, these will need to be mapped manually.

SETUP RECOMMENDATION:

User Role

User Role syncs with the User object from SFDC to Outreach. Outreach will bring the role of the User in when the User is created, creating a hierarchy that can be leveraged in permissions.

SYNC:

• Users are created with the Lead, Contact, Account or Opportunity objects. User Role is created through the User object.
• With the User setup (previous slide), User updates, User Role included, will not automatically sync into Outreach.
• If you need to update User Role, you will need to manually sync the update. Updates to the User Role object only impacts role title or placement in hierarchy.

MAPPINGS:

• Generally, we do not see Outreach customers make changes to the default mappings.

SETUP RECOMMENDATION:

Lead

Leads are mapped to Prospects in Outreach. We recommend that SFDC be the source of truth for the creation of new Leads, but that updates utilize the bi-directional sync.

SYNC:

• If Polling is enabled, Outreach will look to SFDC for any new or modified leads. (Note: Keep polling off until your configuration setup is complete.)
• If Inbound Create is enabled, any new leads or updated leads in SFDC will be created in Outreach.
• If Inbound Update is enabled, any modifications in SFDC will be reflected in Outreach, per the field mappings.
• With Pushing and Outbound Update enabled, updates in Outreach will push automatically into SFDC. (Note: You will be able to control exactly which fields you allow Outreach to update in SFDC.)

FIELDS:

• Add and map custom fields.
• Recommend adding and mapping the “State” field to derive Prospect time zone information.
• Add field depending on Lead Status to Outreach Prospect Stages mapping.
• Lead Source & Owner ID Updates IN only.

SETUP RECOMMENDATION:

Contact

Contacts are mapped to Prospects in Outreach. We recommend that SFDC be the source of truth for the creation of new Contacts, but that updates utilize the bi-directional sync.

SYNC:

• Typically, the setup for Contacts will look similar to the Leads object (same toggles enabled).

FIELDS:

• Add and map custom fields.
• Recommend adding and mapping the “State” field to derive Prospect time zone information.
• Recommend turning off Updates Out for Account ID. (Note: Ensure Owner and Owner ID are unchecked.)
• Add field depending on Contact Status to Outreach Prospect Stages mapping

SETUP RECOMMENDATION:

Lead Status <> Prospect Stages

Stages are extremely important for reporting in SFDC and in Outreach. Depending on the organization, there are two methods for configuring lead status to prospect stages.

OPTION 1: Map Outreach Prospect Stages <> SFDC Lead Status

The ideal setup is matching your Lead and Contact* Status(es) with Outreach Prospect Stages. If your current status values align with the way Outreach thinks about Stages (i.e New, working, unresponsive, nurture, etc.), we recommend this setup.

^{*If applicable.}

Requirements:

• Create one-to-one mapping between Lead and/or Contact Status(es) and Outreach Prospect Stages.
• If you have Lead and Contact Statuses, picklists in both fields must match identically.
• If you have sub-statuses, please follow this guide.

How to set it up:

1. Set up Prospect Stages.
2. Configure Lead Status object.
   • SYNC: All Disabled. Any additions or changes to stages should be brought in and mapped individually.
   • FIELDS: N/A
   • MAPPINGS:
     • Click Add on the top right-hand side of the page
     • Search for a SFDC Mapping and match it to the corresponding Outreach Prospect Stage
     • Continue to add stage mappings until you’ve mapped all Lead and Contact Stages
     • See also: How To Map the Lead and Contact Status to Outreach Stages
3. Lead Object → Fields:
   • Under the Outreach Prospect field, “Stage” should be mapped to “Status” on the SFDC Lead Field. If “Stage” does not exist, add a field, map to “Status” and use advanced settings.
   • Check both checkboxes to sync the Lead stage between Outreach and SFDC.
4. Contact Object → Fields:
   • Add a field. Under the left column (Outreach Prospect Field), find the field labeled “Stage Name” and map it to “Contact Status” on the right column (SFDC Contact Field).*
   • Check both checkboxes to sync the Lead stage between Outreach and SFDC.

*Stage vs Stage Name: The Outreach “Stage” field should only be mapped to your SFDC Lead “Status”. If you are mapping Outreach Stages to any other field that is not Lead “Status”, “Stage Name” should be used (i.e. Contact “Status”).

OPTION 2: Map Outreach Prospect Stages <> SFDC Custom Field

This is the alternative setup should you need to keep Prospect Stages and Lead/Contact* Status(es) as separate fields in SFDC and Outreach. If you want to map in existing SFDC lead and/or contact status(es) for visibility/automation, but understand the value of a Outreach “engagement” stages, we recommend this setup.

^{*If applicable.}

Requirements:

• Create “Outreach Status” picklist in SFDC on lead and/or contact object, and map Stage Name to this new field.
• Map SFDC Lead and/or Contact Status(es) to custom field in Outreach.

How to set it up:

1. Set up Prospect Stages.
2. Add Status in Prospect custom fields:
   Within Prospect, add “SFDC Status” or “Status” as a custom field. This will be mapped to your SFDC Lead and Contact Status(es). This option is used when you have multiple lead record types and those record types do not all use the same lead status values.
3. Add Outreach Status field in SFDC:
   Create picklists on the Lead and Contact objects for “Outreach Status.”
4. Review Lead Status object:
   • SYNC: All Disabled
   • FIELDS: N/A
   • MAPPINGS: N/A
5. Lead Object → Fields:
   • Add a field. Under the left column (Outreach Prospect Field), find the field labeled Stage Name and map it to the Outreach Status field created in Step #3 (SFDC Lead Field).
   • Select the checkbox for Updates Out Only. This sends the Stage to SFDC from Outreach for reporting purposes. This is an Outreach only stage (no need to update from SFDC to Outreach).
   • Add another field. Under the left column (Outreach Prospect Field), find the field labeled Status (Custom #) created in Step #2 and map it to the Status (SFDC Lead Field).
   • Open advanced settings and ensure that the Mapped Field toggle is OFF.
   • Select the checkbox for Updates In Only.
6. Contact Object → Fields:
   • Add a field. Under the left column (Outreach Prospect Field), find the field labeled
     Stage Name and map it to the Outreach Status field created in Step #2 (SFDC Contact Field).
   • Select the checkbox for Updates Out Only.

Account

Outreach supports the inbound sync of Accounts.

SYNC:

• Typically, we enable Polling, Inbound Create and Update and Sync Data Down. This setup will create and update accounts as they are updated in SFDC.
• Add conditions on Inbound Create if you do not want all accounts created.
• If Create Associated Contacts is enabled:
  • Any related contacts to the account will be created.
  • Add strict Inbound Create conditions on the Contact Object Sync.
• If Create Associated Contacts is disabled, you may get "shell" accounts in Outreach with no prospects associated.
• We do not recommend modifying accounts in Outreach and keep Pushing, Outbound Create and Outbound Update off.

FIELDS:

• Since we are not pushing updates out to SFDC, set up “Updates In” only.
• Add and map custom fields.
• Other Fields to Consider: Ownership Fields (e.g., CSM Owner), Account Status, Account Type (e.g., Client, Not a Client), SF ID to Custom Account Field or Outreach Custom ID.

SETUP RECOMMENDATION:

Opportunity

IMPORTANT: If you are using Outreach for Pipeline Management & Forecasting, please refer to the appropriate configuration guide. Otherwise, please review the instructions below to configure a one-way sync from SFDC into Outreach.

Outreach supports a one-way sync from SFDC into Outreach for Opportunities. All updates or edits should occur in your SFDC and flow down into Outreach.

SYNC:

• The creation or update of opportunities should live within SFDC.
• All Pushing and Outbound toggles are off.
• Typically, we recommend turning on Polling, Inbound Create, Create Associated Contacts and Inbound Update.
• Fallback to associate activity toggle: If enabled on your contact and event objects, you will need to disable this toggle after setting up Opportunities.
• See also: How To Sync Salesforce Opportunities in Outreach

FIELDS:

• Add and map custom fields.
• Add and map any fields that will be used for Opportunity Triggering or SmartViews.
• Other fields to consider: Opportunity Ownership, Type, Record Type, Stage (e.g., Closed Opps).

SETUP RECOMMENDATION:

Opportunity Contact Role

Outreach supports the inbound sync of Contact Roles. Contact roles are required in order to associate the Prospect to an Opportunity in Outreach.

SYNC:

• Typically, we enable Polling, Inbound Create and Inbound Update.
• Like with other Opportunity objects, we do not push to SFDC and leave Pushing off.
• Options: Navigate to Validations, Select Prospect Roles and Role. You can then Poll for roles, deleting any you do not need, or add roles manually.

How often do you use Opportunity Contact Role?

• Always → Great! Turn on Polling, Inbound Create and Inbound and Update.
• Sometimes → You will need to ensure it is always used (even if this is a process change) in order to associate Contacts to Opps.
• Never → You will need to ensure it is always used in order to associate Contacts to Opps. You can set Opp Contact Role as a default value (“TBD”) and bulk update.

SETUP RECOMMENDATION:

Opportunity Stages

Mapping Opportunity Stages follows the same process as mapping the Lead Status. All sync toggles remain off and Outreach Opportunity Stages should be mapped to your SFDC Opportunity Stages.

STEP 1: Set up Opportunity Stages

• Opportunity Stages must be mapped exactly as they appear in the SFDC plugin, including spelling, capitalization, etc.
• See also: How To Add Opportunity Stages To Outreach

STEP 2: Configure Opportunity Stages object

• SYNC: All Disabled. Any additions or changes to stages should be brought in and mapped individually.
• FIELDS: N/A
• MAPPINGS:
  • “Add” on the top right-hand side of the page.
  • Search for a SFDC Mapping and match it to the corresponding Outreach Opportunity Stage.
  • Continue to add stage mappings until you’ve mapped all Opportunity Stages.
  • See also: How To Map Salesforce Opportunity Stages To Outreach

Events

The Event sync will push calendar events from Outreach to SFDC as an activity.

SYNC:

• Enable Pushing, Outbound Create and Outbound Update.
• Add conditions on Outbound Create (see right) to ensure that only Prospect meetings are pushed and that one event is pushed to SFDC for the owner of the event
• Note: Enabling Polling will not work, Events are a one-way sync from Outreach to SFDCHow To Sync Salesforce Opportunities in Outreach.
• See also: Sync Outreach Meetings to Salesforce

FIELDS:

• If users are booking on behalf of another individual:
  • Create a Booked By user field in SFDC and map to Booker in Outreach. This credits the user who sent the meeting invite (i.e. SDR booking on behalf of an AE).
  • Map Owner <> Owner ID. This will display the meeting owner / the user for which a meeting was booked on behalf of (i.e. the AE).
• Map Meeting Type Name.
• Optional: Add in advanced fields for more detailed reporting.

SETUP RECOMMENDATION:

Outlook Users: Consider adding a condition of “Source is app” to Outbound Create and Outbound Update. This may help to prevent additional meeting invites from being sent when connecting calendars. (See below.)

Opportunity Setup for Success Plans [OPTIONAL]

If you are utilizing Outreach Success Plans and would like to see high-level plan information on your Opportunity records in SFDC, there are currently three plan-related fields that can be pushed to Opportunity records. This requires adjustments to your Opportunity configuration.

How to set it up:

1. To receive this data in CRM, you will need to create three additional fields on the Opportunity object.
   • Plan Link - URL field (This is a secure link to the plan that provides read only access to those who don't have access to the plan.)
   • Plan Status - text field (This is a status that is programmatically determined based on the plan. The four statuses that could be displayed are: On Track, Slipping, Delayed or Archived)
   • Plan Next Steps - textarea field (Plan Next Step pulls in the next incomplete step on the plan)
2. Map these newly created fields within Opportunity: Fields, selecting updates out only.
   • Do not select updates out for any other fields.
3. Enable Pushing and Outbound Update within the Opportunity sync tab.
   • As best practice, we typically only enable the Inbound Sync of Opportunity data due to the lack of field dependencies and validations in Outreach.
4. To avoid plugin errors with Outbound Update Sync enabled, add conditions of MAP Link and MAP Status “Is Not” Blank. This prevents Outreach ever attempting to update an Opportunity that does not have an associated plan.

SETUP RECOMMENDATION:

Fields

Sync

 

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Standard vs. Advanced Task Mapping

Task Mapping Introduction

Outreach can sync activity data into SFDC through in two different ways: Standard Task Mapping (STM) or Advanced Task Mapping (ATM).

Activities + Tasks Outreach Can Sync:

• Manual Tasks
• Sequence Tasks
• LinkedIn Tasks
• Email Activity
• Phone Activity
• Meetings

	Standard Task Mapping	Advanced Task Mapping Best Practice
Sync Activities, Tasks to SFDC	Pushes activity through the Lead <> Prospect and Contact <> Prospect sync	Pushes activity directly to the Task/Activity objects in SFDC
Granular Activity Information (e.g. Call Duration)	❌	✔️
Fields Mapped One-to-One	❌	✔️
Detailed Reporting (e.g., Voicemail Recordings, Call Dispositions)	❌	✔️
Retroactively Sync Tasks	❌	✔️

See also: Outreach Advanced Task Mapping FAQ

Standard Task Mapping (STM)

With the Standard setup, the activity sync will occur in the Activity History section of your Lead and Contact records.

Best Practice: Disable message opens and clicks to save API calls and keep your activity history clean. Opens and clicks will still be tracked in Outreach.

• Completed activity logged in the Activity History section of the Lead/ Contact/ Account in SFDC
• Task ID is not created in SFDC
• No resync of tasks

STM Setup on Lead + Contact Objects

Note: Clicking on the gear icon lets you customize the title of the activity that is synced to SFDC. Customized options will highlight the gear blue.

Advanced Task Mapping (ATM)

Advanced Task Mapping (ATM) allows Outreach to push granular activity data to the SFDC activity.

How to set it up:

1. When ATM is enabled, you will see three task objects: Mailing, Call, and Task on the plugin configuration page.
   
2. Navigate to the Sync page for each object and configure based on desired outcome. General setup:
   • Polling: OFF
   • Pushing: ON
   • Outbound Create: ON (see conditions for each object on the following slides)
   • Outbound Update: ON
   • Fallback to Associate Opportunities: ON (unless your team works multiple opportunities often, then leave OFF)
3. When using ATM, turn OFF Outbound Messages Sent within Outreach, Completed Tasks, and Calls on the Lead and Contact Object Sync within Messages and Events settings. This prevents duplicate emails, calls and tasks from being created within SFDC.

ATM Setup on Lead + Contact Objects

See also: Advanced Task Mapping: Task Subtype Icon Updates

Advanced Task Mapping: Tasks

The Task <> Outreach Task mapping will create a generic task on the lead or contact record in SFDC.

SYNC:

• Typically, we recommend turning on Pushing, Outbound Create and Outbound Update.
• Important - Outbound Create: Set conditions on Outbound Create to ensure only completed generic tasks are pushed to SFDC.
  • Action IS NOT call.
  • Action IS NOT email.
  • Action IS NOT sms.
  • Completed is True.
• Note: Tasks created independently in the SFDC will not sync back down into Outreach

FIELDS:

• Map additional fields on the Task object.
• Use custom templates to specify the string of text that pushes with the SFDC task object.
• Optional: Task Subtype Icon Update

Advanced Task Mapping: Calls

When enabled, Advanced Task Mapping for Call Tasks creates a Call Task on the Lead or Contact record in SFDC. Outreach only pushes completed Calls as activity to SFDC.

SYNC:

• Typically, we recommend turning on Pushing, Outbound Create and Outbound Update.
• Important - Outbound Create: Set conditions on Outbound Create to ensure only logged call tasks are pushed to SFDC.
  • Prospect IS NOT [blank].
  • Call Disposition Name IS NOT Call - No Answer.
  • State Changed At IS NOT [empty].
• Note: Calls created independently in the SFDC will not sync back down into Outreach.

FIELDS:

• Map additional fields on the Call object.
• Use custom templates to specify the string of text that pushes with the SFDC task object.
• Add Call Duration (SECONDS) <> Call Duration

A Note on Call Disposition Name:

• Calls created in Outreach have a default disposition of Call - No Answer. This field is not visible to users is a required field for calls upon creation that is automatically populated.
• Preventing calls with the disposition of Call - No Answer from pushing to SFDC, prevents calls from being sent before a user has logged the call. If not blocked, duplicate calls may be pushed to SFDC, or additional API calls may be used to update the field.
• Outreach recommends adding a Call Disposition of No Answer to indicate calls were not answered.

See also: Outreach Advanced Task Mapping Settings for Call Tasks

Advanced Task Mapping: Emails

When enabled, Advanced Task Mapping for Email Tasks will create a Mailing Task on the Lead or Contact record in the CRM.

SYNC:

• Typically, we recommend turning on Pushing, Outbound Create and Outbound Update.
• Important - Outbound Create: Set conditions on Outbound Create to ensure only delivered emails are pushed to SFDC.
• Note: Email tasks created independently in the SFDC will not sync back down into Outreach.

Only emails marked as delivered will sync to SFDC	Pushes bounced emails to SFDC
Bounced At Is Empty Delivered At Is Not Empty Conditions set to All	Bounced At Is Not Empty Delivered At Is Not Empty Conditions set to Any

FIELDS:

• Map additional fields on the Email object.
• Use custom templates to specify the string of text that pushes with the SFDC task object.

See also: Outreach Advanced Task Mapping Settings for Email Tasks

Fields: Custom Templates

Within the Fields tab for Task Objects, Admins can utilize custom templates to insert a string of text to align with a picklist or specific value in SFDC. This helps with required fields that prevent tasks from showing.

Outreach can only declare one string of Text, we cannot create a picklist. This is not available for the Events object.

Note: Any values within brackets (e.g., [Outreach] [Email] and [Out] shown above), can be updated and customized.

Selecting Advanced next to a “Custom Template…” field, Admins can specify the data variables that push to populate SFDC for task object activity.

For example, utilize the variable {{auto_manual}} to distinguish auto vs. manual emails.

 

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Engagement Panel

Engagement Panel: Overview

Setting up the Outreach Engagement Panel in SFDC gives full visibility of Outreach’s actions for every Lead and Contact in SFDC. The Engagement Panel allows you to build more granular reports in SFDC to track activities and engagement for all Leads, Contacts, and Accounts.

There are two options for setting up the Engagement Panel fields:

OPTION 1: Last-Touch Sequence Attribution (Unmanaged Package)

Fields automatically created on Contact and Lead objects and configures ability to report on sequences in Opportunity objects. To set up:

1. Last Touch Sequence Attribution
2. Continue set up in Outreach

OPTION 2: Manual Setup

Full control over naming conventions. Ability to only create some of the fields. To set up:

1. See section Engagement Panel: Outreach Fields to SFDC (below).
2. Continue set up in Outreach.

Engagement Panel: Outreach Fields to SFDC 1

Step 1: Create the fields below in your SFDC instance for Leads & Contacts

Field Name	Field Values or Description	Field Type
Actively Being Sequenced	Is the prospect in a sequence?	Checkbox field
Current Sequence Name	Display name of active sequence	Plain Text Field
Current Sequence Status	Display value of sequence state (Active, Paused, Disabled, Failed)	Plain Text Field
Current Sequence Step No.	Display number of current sequence step	Numeric Field
Current Sequence Step Type	Values: auto_email, manual_email, call, task, linkedin_view_profile, linkedin_connection_request, linkedin_send_message, linkedin_interact_with_post, linkedin_other	Picklist Field
Current Sequence ID	Outreach’s Sequence ID Number	Text Field
Current Sequence Task Due Date	Display due date of task	Date/Time Field (10/18/2016 11:28am)
Number of Active Sequences	How many sequences the Prospect is currently active in	Numeric Field
Number of Active Tasks	How many incomplete tasks are associated with the Prospect	Numeric Field
Finished Sequences	List of all sequences that the lead or contact has been in	Plain Text Field (comma separated)
Current Sequence User Name	Display Outreach user name of current sequencer	Text Field
Date Added to Sequence*	Date that the prospect is added into the Sequence	Date Field (automation required in SFDC  based on “Actively Being Sequenced” field)

^{*Downloaded in the Unmanaged Package, but needs to be custom built in SFDC environment.}

Engagement Panel: Outreach Fields to SFDC 2

Step 2: In Outreach under Settings > Plugins, go to the Lead object > Fields and click +Add to start mapping the fields (below).

Repeat the same steps for Contact if you are using both. Once completed, all data will sync over to SFDC.

Engagement Panel: Advanced Field Mappings

Step 3: When using the "Current Sequence Status” field, you need to include additional settings on your engagement panel to clear the status:

• 3a. In the SFDC plugin, navigate to the object(s) that have the "Current Sequence Status" field (Lead, Contact)
  
• 3b. Hover over the field and click on the dropdown arrow that appears on the right side of the page.
• 3c. Click Advanced.
• 3d. On the pop-up box, uncheck the option to Skip empty values when sending data to SFDC. This allows Outreach to push an empty value to SFDC and updating the prospect profile to not show a sequence status when the prospect finishes a sequence.
  

 

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Additional Resources

CRM Integrations

Auditing CRM Sync Erorrs

Outreach University: SFDC Plugin for Admins