How To Map a Salesforce Queue in the CRM Plugin

Objective

The purpose of this article is to provide direction on how to map a Salesforce Queue in Outreach. 

Every record in Outreach (prospects, accounts, tasks, etc.) must be mapped to its corresponding record in Salesforce to accurately sync data.  Mapping users including Queues ensures your reps' activities push to Salesforce and any mapped fields on the user level update properly.

Applies To

• Outreach Admins
• CRM

Notes

• Before adding a mapping, use the search bar at the top to check for an existing mapping. If none exists, you can proceed to add a new mapping for your Queue.
• Use the Queue ID to search for existing mapping. 

Procedure

Prepare a user seat to map to the Queue:

• Add a user seat in Outreach to map to the queue, lock the seat so it doesn't consume an Outreach License.
• The steps on how to create a user seat are in this article Outreach Seat Management Process.
• These “Queue Users” should have the name of the Queue in their name and include an e-mail address. Because this email address is fake, you’ll want to choose something like nameofqueue@customersdomain.com. You will can also assign them a default user role as they will not need any special role.
• If you don't have a free license to create the seat, please contact support, they should be able to create the user seat for you. 

Map the Queue:

1. Access the Outreach Platform.
2. Access the CRM Sync settings. 
3. Click User object mapping.
4. Click Mappings in the menu bar and click Add.
   Note: Confirm the Queue doesn't already exist in the mapped user list to avoid errors.
5. On the New User Mapping window, enter the Queue ID in the top field, then click on Add 00G4xxxx. Note: Queues won't show in the user list, but you can still map them.
6. Select the corresponding user seat you have created to map to the queue.
7. Click Save.
8. The new Queue will appear in the mapped user list.