Salesforce record creation, update, and assignment rules

The Salesforce setup wizard includes 5 steps: API connection, Installation, Field validation, Field mapping, and Creation rules. Only ScheduleOnce administrators can setup the ScheduleOnce connector for Salesforce.

In this article, you will define how Leads, Contacts, and Cases will be created, updated, and assigned in Salesforce when a booking is made. You can access the Salesforce connector wizard by clicking the Setup button in the Salesforce area of the CRM page under the Integration page.

Lead Records

Salesforce Lead Creation Rules

1. Existing Leads

The Customer making the booking exists in Salesforce and is recognized based on the Lead record ID or the email address.

  • If you are scheduling with existing Salesforce Leads only, you should use our Personalized links (Salesforce ID) in your Salesforce email templates and email forms to automatically recognize the Lead based on their Salesforce Lead record ID. This allows you to prepopulate the Booking form step with Salesforce data, or skip it altogether.
  • If you are not sure that the Customer making the booking already exists in Salesforce, you should use the General links to recognize the Customer based on their email address. When the Lead or Contact record is identified, it will be updated based on the option you have chosen in the Record creation and update rules.

When a booking is made, the options provided allow you to choose between:

  • Overriding the existing Salesforce data with ScheduleOnce data
  • Keeping the existing Salesforce data and only update empty fields

You can also decide whether to keep the Salesforce ownership, assign the record to the ScheduleOnce Booking page owner, or assign the record using Salesforce active assignment rules.

2. New Leads

In this case, the Customer making the booking does not exist in Salesforce. Hence, you should use the General links when making bookings with prospects that may or may not exist in your Salesforce database.

When a booking is made, ScheduleOnce creates a new Lead record in Salesforce and adds a new Salesforce Event upon booking. You can decide whether to assign the Lead record to the ScheduleOnce Booking page Owner or assign the Lead record using Salesforce active assignment rules.

Contact records

Salesforce Contact Creation Rules

1. Existing Contacts

The Customer making the booking exists in Salesforce and is recognized based on the email address or Contact record ID.

  • If you are scheduling with existing Salesforce Contacts only, you should use our Personalized links (Salesforce ID) in your Salesforce email templates and email forms to automatically recognize the Contact based on their Salesforce Contact record ID. This allows you to prepopulate the Booking form step with Salesforce data, or skip it altogether.
  • If you are not sure that the Customer making the booking already exists in Salesforce, you should use the General links to recognize the Customer based on their email address. When the Lead or Contact record is identified, it will be updated based on the option you have chosen in the Record creation and update step.

When a booking is made, the options provided allow you to choose between:

  • Overriding the existing Salesforce data with ScheduleOnce data
  • Keeping the existing Salesforce data and only update empty fields

You can also decide whether to keep the Salesforce ownership or assign the record to the ScheduleOnce Booking page owner.

2. New Contacts

In this case, the Customer making the booking does not exist in Salesforce and the Account may or may not exist in Salesforce. Hence you should use the General links when making bookings with prospects that may or may not exist in your Salesforce database.

When a booking is made, ScheduleOnce creates a new Contact record in Salesforce, assigns the Contact to the ScheduleOnce Booking page Owner, and adds a new Salesforce Event upon booking. Please note that when the Account doesn’t exist, it is always created based on ScheduleOnce data.

Case records

Salesforce Case Creation Rules

1. Existing Cases

The Case exists in Salesforce and is recognized based on the Salesforce Case record ID. In this case, you should use our Personalized links (Salesforce ID) in your Salesforce email templates and email forms to automatically recognize the Case based on the Salesforce Case record ID. This allows you to prepopulate the booking form step with Salesforce data, or skip it altogether.

When a booking is made, the options provided allow you to choose between:

  • Overriding the existing Salesforce data with ScheduleOnce data
  • Keeping the existing Salesforce data and only update empty fields

You can also decide whether to keep the Salesforce ownership, assign the record to the ScheduleOnce Booking page owner, or assign the record using Salesforce active assignment rules. Please note that the Contact is always updated based on the Record creation and update rules.

2. New Cases

In this case, the Case doesn’t exist in Salesforce and the Customer making the booking may or may not exist in Salesforce. Hence, you should use the General links when making bookings with prospects that may or may not exist in your Salesforce database.

When a booking is made, ScheduleOnce creates a new Case record in Salesforce and adds a new Salesforce Event upon booking. You can decide whether to assign the Case record to the ScheduleOnce Booking page Owner or assign the Case record using Salesforce active assignment rules. Please note that the Contact is always updated based on the Record creation and update rules.

Learn more about our integration with Salesforce:

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