Outreach & CRM Connection Overview

Purpose:

The purpose of this article is to provide information to Outreach Admins regarding connection requirements and syncing methods between Outreach and Salesforce or Microsoft Dynamics.

Intended Audience:

• Outreach Admins

Bi-Directional Syncing and Data Transfer Capability

Outreach utilizes a bi-directional syncing method to transfer information to and from a CRM ensuring new and updated information can be created and synced to either Outreach or the CRM. 

• Outreach pulls down new records and updates every 10 minutes by default, but can be configured to pull information at shorter intervals as applicable.
• When pushing data to a CRM, Outreach waits 60 seconds before sending an update to ensure multiple different updates are combined into one package to prevent unnecessary API Calls.
  For more information regarding API calls, refer to the Understanding API Call Usage article.
• Outreach currently syncs with the Lead, Contact, Account, Opportunity, and Task objects. Additionally, Outreach syncs activity data to the CRM to ensure complete activities are posted to the CRM.
• Outreach utilizes an OAuth connection to sync data between both platforms. When setting up Outreach for the first time, all configuration will be done within Outreach.
• Outreach is not an APEX application.

Field Mapping

The Outreach integration is a true bi-directional sync. As such, you can import, modify and update any data, field, or object. 

Note: Because Outreach is designed as a Sales Engagement tool, our Task sync is designed to push data up from Outreach into your CRM, but Tasks created independently in the CRM will not sync back down into Outreach. Similarly, because your CRM system is ideal for Opportunity management, Outreach is capable of syncing Opportunities down; however, updates or edits will not be pushed back up to the CRM at this time.

Common Use Cases Examples

• When a record's Lead or Contact status is updated in Outreach, the information is then synced to the corresponding CRM record automatically.
• If a Lead or Contact status is changed in your CRM, the information is then synced to Outreach automatically. Keeping both applications in sync prevents future activity from being missed or handled incorrectly.
• If there is an error in a record, such as a misspelled name or typographical error in an e-mail address, you can update the information in Outreach which will then correct the record in your CRM.
• If a prospect opts out of communication in Outreach, the opt-out will reflect in your CRM – either the standard opt-out (true/false) or a custom field created by your CRM's Admin.
• If a Lead or Contact's record has already been opted out, Outreach will reflect the opted out preference automatically.
• If an e-mail is returned as undeliverable and you find the correct email address, you can update the e-mail address in Outreach to reflect in your CRM as well.

Compatibility

Outreach is compatible with the following CRMs:

• Salesforce Lightning
• Salesforce Aloha (Classic)
• Salesforce Console
• SKUID Overly
• Microsoft Dynamics 365 Sales

Note: Existing customers using another CRM not listed above should contact their Account Executive to inquire about upgrading. 

For more information on how to verify the version of Salesforce or Microsoft Dynamics your organization is using, refer to the Steps to Check Your Salesforce Version, or How To Confirm Microsoft Dynamics Version articles. 

Connection Requirements

Before configuring the bi-directional sync with Outreach, there are a few minimum requirements needed to leverage the CRM connection.

Outreach Requirements

• Outreach users must be listed as an Admin in the Outreach Platform to have access to the plugin settings for connections.
• Outreach uses REST API calls to communicate and sync with Salesforce. Enterprise and Unlimited editions of Salesforce are bundled with REST API calls; Professional Edition is not.
• Salesforce Professional Edition requires the Web API Package and purchase of API Call Bundles.
  Note: Navigate to Setup > Monitor > System > Overview > API Usage to determine if an API package has been purchased.

For more information on Salesforce and REST API, refer to the Introducing Lightning Platform and REST API article. 

Salesforce Requirements to Connect to Outreach

Outreach's connection to Salesforce is used to create and update records in either platform and then sync the two platforms to mirror each other. Users have the option of using Outreach or Salesforce as the front-end application, depending on workflow. Users can also leverage the connection for both inbound and outbound actions, along with tactical communication with Leads, Contacts, and Accounts.

Salesforce must authorize Outreach through a Salesforce system user and meet the following requirements:

• The Salesforce user must be able to create, edit, and delete data on required objects that need to be shown in Outreach such as Accounts, Contacts, Leads, Opportunities, User Roles, etc.
• The Salesforce system user must have Field-Level Security settings that allow it to view and modify any mapped fields.
• The user profile connecting Salesforce to Outreach must have the API Enabled option enabled under System Permissions.
• The user profile connecting Salesforce to Outreach must have permission to create or edit all objects.

Pre-Connection Considerations

Consider the following prior to contacting an Outreach Account Manager:

1. What records need to be brought into Outreach?
2. Should records feed in automatically if the specified criteria were met?
3. Do uses want to manually pull specific lists in or should both be available?
4. Are Lead and Contact statuses finalized?
   Note: Confirm Leads and Contact fields are correctly configured and completed for Outreach to match the corresponding records correctly.
   For more information regarding configuration of Leads and Contacts, refer to the Mapping Lead/Contact Statues to Outreach Stages article.