How to automatically remap users when a new user is created in Salesforce

Objective

The purpose of this article is to provide direction to Outreach admins in setting up automatic remapping of an Outreach user with a Salesforce user when a new user is created in Salesforce with an email ID that is used by another user in Salesforce. This feature ensures that Outreach user is always mapped to the active user in Salesforce even when multiple users with the same email ID exist in Salesforce.

Applies To

• CRM Sync configuration

Before you begin

• Make sure you are familiar with setting up CRM sync.
• Inbound create (Salesforce -> Outreach) is enabled on the User object

• Record Deduping is only enabled on Email <> Email field mapping on the User <> User object mapping.

Procedure

1. Login to Outreach as an Admin.
2. Click Administration > Integrations > CRM.
3. The Salesforce Sync configuration page will be displayed if it is setup correctly.
4. Go to the User <> User object mapping.
5. Ensure that the Create checkbox is enabled when syncing records from Salesforce to Outreach.
6. Click on the three dots next to the Email <> Email field mapping. Select Advanced Settings. Ensure that Record Deduping is set to When syncing both ways.
7. Go to Advanced Settings within the User <> User object mapping. Enable Automatically remap when Salesforce User is marked Inactive.
8. Select Save to update settings.

Additional Information

Q: Can you demonstrate the remapping scenario with an example?

A: Let's say User ID: X in Salesforce with email abc@def.com inbound creates to User ID: 1 in Outreach. User ID: X has "IsActive = TRUE", meaning it is an active user in Salesforce.

Now a new User ID: Y is created in Salesforce with the same email abc@def.com. It is set up to be inbound created. User ID Y has "Is Active = True" and User ID:X changes "IsActive=False" in Salesforce.

When User ID Y is synced into Outreach, we will automatically identify that User ID: 1 exists in Outreach with the same email and we will remap User ID:1 to User ID: Y.

Q: Is the remapping criteria configurable?

A: Remapping criteria is fixed at the moment. The new Salesforce User must have "IsActive = True" and the existing Salesforce user that is mapped to the Outreach user must have "IsActive = False".

Q: When happens if there are multiple Active users with the same email ID in Salesforce?

A: If the setting is enabled, we will attempt to create the record in Outreach for every user in Salesforce. If the remapping conditions are met, user will be remapped.