Outreach Advanced Task Mapping FAQs – Outreach Support

Objective

The purpose of this article is to provide information to Outreach Users regarding the Advanced Task Mapping configuration in Outreach.

Applies To

Outreach Users

Frequently Asked Questions

Q: What is advanced task mapping?
A: Advanced task mapping is one of the ways that Outreach can sync activity data into a connected CRM. As compared to standard task mapping (which pushes activity through the Lead <> Prospect and Contact <> Prospect sync settings), advanced task mapping gives admins the ability to connect Outreach activities directly to the Task/Activity objects in the CRM.

With advanced task mapping enabled, Outreach can push more granular activity data to the CRM activity because fields can be mapped one-to-one, like with other objects within the plugin.

Q: How do I know if I have advanced task mapping set up?
A: Access the CRM Plugin settings. If you see three task objects: Mailing, Call, and Task (i.e. Generic Task), you have advanced task mapping enabled.

Note: Some customers choose to sync only one or two types of activity with advanced task mapping (i.e. you may only see Emails and Generic Tasks enabled, while Calls still push through standard task mapping).

Q: What if I need some help with the setup; who can I contact at Outreach?
A: Outreach is always here to help. If you have concerns about setting up advanced task mapping, contact your CSM or AE and discuss scheduling time with our Professional Services and Training teams.

Q: Can I set up advanced task mapping?
A: Yes! If you see the task objects in your plugin, please follow our support articles to set up advanced task mapping. If you do not see the task objects, contact Outreach Support.

For more information on configuring advanced task mapping for emails, calls, or generic tasks, refer to the one of the following articles as applicable:

Q: Should I set up advanced task mapping?
A: Advanced task mapping allows you to push more granular information into the activity that syncs to your CRM, such as call duration, call recording, number of email-opens, sequence name, etc. This can be very helpful for granular reporting in your CRM or to allow leadership without Outreach licenses more insight into what is happening within Outreach. An added benefit of advanced task mapping is that it allows admins to see which activities push to the CRM using the cloud icons in the Calls or Outbox tabs.

This also allows Users to retroactively sync Outreach activity up to the CRM in bulk if the automatic sync wasn't successful.

For more information regarding syncing issues, refer to the Troubleshooting Activities Not Syncing to the CRM article as applicable.

Q: How do you retroactively sync (backfill) activities to CRM with advanced task mapping?
A: For more information on retroactively syncing activities to a CRM, refer to the How to Force Sync Activities to a CRM article.

Q: What is the purpose of the recommended Outbound Create conditions on the Task <> Mailing object?
A: Depending on the configuration, (Outreach's recommended configurations illustrated in the table below), Outbound Create conditions for email syncing will allow users to sync emails to a CRM that have been marked as delivered, or push bounced emails to the CRM.

Configuration	Result
Bounced At Is Empty Delivered At Is Not Empty Conditions set to All	Only emails marked as delivered will sync to Salesforce.
Bounced At Is Not Empty Delivered At Is Not Empty Conditions set to Any	Pushes bounced emails to Salesforce in addition to successfully delivered emails.

For more information, refer to the Advanced Task Mapping Settings: Email article.

Q: What is the purpose of the recommended Outbound Create conditions on the Task <> Call object?
A: Depending on your configuration (Outreach's recommended configuration illustrated in the table below), Outreach will push the call activity to the corresponding Lead/Contact record in Salesforce, provided that the Lead/Contact record exists and that the call activity has moved to a finished state.

Configuration

Result

State Changed At Is Not Empty
Prospect Is Not Empty
Call Disposition Name Is Not Call-No Answer
Conditions set to All

Outreach will push the call activity to the corresponding Lead/Contact record in Salesforce, provided that the Lead/Contact record exists and that the call activity has moved to a finished state and a call log is successfully created.
Note: Calls with no call disposition (i.e. calls not logged by the User) will have the Call-No Answer disposition value. This condition prevents calls without a disposition (i.e. calls not logged by the User) from syncing to Salesforce.

For more information, refer to the Advanced Task Mapping Settings: Call Tasks article.

Q: What is the purpose of the recommended Outbound Create conditions on Task <> Task object?
A: Depending on your configuration (Outreach's recommended configuration illustrated in the table below), these conditions ensure that Outreach does not push duplicate activities to the CRM when an email, call, or SMS is complete. Task sync should be used only for tasks outside of emails, calls, and SMS (i.e. LinkedIn messages and Action Items tasks).

Configuration	Result
Action Is Not Call Action Is Not Email Action Is Not SMS Condition set to All	Outreach will not push duplicate call, email, or SMS Tasks to the CRM.

For more information, refer to the Advanced Task Mapping Settings: Generic Tasks article.

Q: How do I stop Outreach from syncing open generic tasks to the CRM (i.e. LinkedIn messages and action items tasks)?
A: You would want to add the Outbound Create condition of Complete is True.

Q: Can advanced task mapping be used to push open emails and call tasks to a CRM?
A: Yes. Users can configure the Task<>Task conditions to push open emails and call tasks to Salesforce; however, doing so will cause duplicate call and email tasks/activities to appear in Salesforce.