Integration Overview: All CRM Types
This page covers topics that apply to all CRMs, including general steps to integrate Sugar Market with an external CRM. It is important to read through this page carefully before proceeding with the CRM-specific topics.
- Integration Steps
- CRM Integration
- Creating a Syncing User
- Allowing Sugar Market IPs for CRM Integration
- Custom Objects
- Record Consolidation
- General CRM FAQs
- Next Steps
Below are the main steps to set up the sync between Sugar Market and your CRM. The recommended responsible party is included in parentheses next to each step.
- Installation (CRM Admin): See the integration guide page specific to your CRM for installation instructions.
- Create a syncing user (CRM Admin): This user needs to have read and/or write access to everything you want to sync. Once created, the credentials need to be entered into the Sugar Market Connector page.
- Allow the Sugar Market IPs (CRM Admin/IT Team).
- Select pull options in Sugar Market connector (Sugar Market Admin): Discuss with your team which of the following core tables are to be synced, and the approximate number of records to be synced for each. This information is needed when setting up the connector in Sugar Market. See the integration guide page specific to your CRM for setting pull options.
- Syncing (Y/N)
- Approx Count of Records
- Answer the following questions (CRM Admin): These questions are useful when discussing use cases with your Marketing Automation Consultant and while identifying any unique configurations to be made.
- Do you have any Custom Objects in your CRM that you expect to sync down?
- How heavily customized is your CRM?
- Do you have any plans to upgrade your CRM?
- Complete initial sync (Sugar Market): Contact Sugar Market Support to activate the sync between the two platforms and verify the number of records have synced down.
- Select Push options in Sugar Market connector (Sugar Market Admin): After the initial sync is complete, define the Push options. See the integration guide page specific to your CRM for setting pull options.
This section describes the sync process between Sugar Market and all CRM types. See the page specific to your CRM for field mappings and information on how to set up your sync preferences.
Sugar Market Sync Overview
After the initial sync process, the ongoing sync will occur based on the push and pull preferences you define (see the Integration Guide page specific to your CRM for information on setting these preferences). Data is automatically pulled from your CRM into Sugar Market according the schedule shown below, and data is pushed from Sugar Market to your CRM when a corresponding action occurs in Sugar Market, either by a manual push or an automation trigger, such as a scoring action, nurture step, or form completion).
Note: Since the push sync is often performed as a two-step upsert process, it is important to examine any workflows you may have in place that are defined for insert logic, especially in SugarBPM.
Initial Sync Process
Sugar Market's initial sync process performs the following three tasks to replicate your CRM schema and database:
- Replicate Table Structure: The first process performed is schema replication, where Sugar Market replicates the remote table structure of the core CRM entities listed below. This process iterates over each of these core entities and creates a matching field, ordered by field name and data type, on the respective table in Sugar Market. This process covers both standard and custom fields, but neither inherits or includes referenced extension tables or custom tables.
- Replicate Data (core entities) Pull Users: Sugar Market first downloads all users from the external CRM and inserts them into Sugar Market. It checks to make sure that the user's account in Sugar Market exists via the email address. If an account does not exist, then Sugar Market creates a new record. Sugar Market only downloads the mapped fields in the User table. See the page specific to your CRM type for mappings.
- Pull Core Tables: All fields from the following core tables are downloaded. Once the initial sync is complete, the recurring, bi-directional sync between the two systems is initiated.
- Pull Accounts: Sugar Market downloads all accounts from the external CRM and inserts them into Sugar Market.
- Pull Leads: Sugar Market downloads all leads from the external CRM and inserts them into Sugar Market.
- Pull Contacts: Sugar Market downloads all contacts from the external CRM and inserts them into Sugar Market.
Pull Opportunities: Sugar Market downloads all opportunities from the external CRM into Sugar Market. Sugar Market standardizes the Opportunity schema instead of replicating it as with accounts, contacts, and leads.
Note: Sugar Market differentiates between Contacts, Leads, and Candidates via the CRMType field.
Sync Process Steps and Schedule
The following table describes the sync activities that occur approximately every 20 minutes when Sugar Market pushes and pulls information from the CRM:
The recurring sync process queries for and reconciles in Sugar Market any changes made to the core Account, Lead, Contact, and Opportunity tables in the CRM. The sync also commits to CRM any new Sugar Market activity (if configured).
|Email Activity Sync||A separate process runs every 10 minutes that pushes data on emails sent to the external CRM. All three pushes are optional and configurable in the Sugar Market connector configuration, which you can access by navigating to User Menu > Administration View > External Connectors.||
If you are concerned about the volume of data created in your external CRM environment, you may want to only push activity that dictates engagement, such as opens and clicks.
|Time-Sensitive Data Sync||The last sync thread runs the most frequently, and performs these time-sensitive functions.||
* The Unsubscribe service pushes updates to leads, contacts, and candidates. If a record unsubscribes in Sugar Market, the update is pushed to the external CRM's out-of-the-box 'unsubscribe' field (the specific field name is unique to each CRM). If that user is re-subscribed in the external CRM, then the value in Sugar Market is overwritten; however, that record also needs to be removed from the Guarded Watch. To remove the record from Guarded Watch, forward the resubscribe request with the email address to the Sugar Market Support team.
Creating a Syncing User
Sugar Market requires a user to be allocated in your external CRM for all integrations. This user allows Sugar Market to read and write data from the given CRM. Since some CRMs require that all users' passwords expire after a given amount of time, you will need to reset the password for the syncing user in your external CRM and then update the password in Sugar Market.
To create a syncing user in Sugar Market:
- Navigate to User Menu > Administration View:
- On the Administration View page, locate your CRM listed under the External Connectors section, and then select Settings:
- In the CRM Username and CRM Password fields, enter the username and password for the designated syncing user.
- Click the Save Connection button to the right.
Allowing Sugar Market IPs for CRM Integration
The following are the outgoing IP addresses from Sugar Market servers that will be connecting to your CRM servers. Please ensure you allowlist these addresses to enable the sync between your CRM and Sugar Market.
- 184.108.40.206 - 220.127.116.11
- 18.104.22.168 - 22.214.171.124
The ports are defined via the web service URL you provide. For example, if your web service URL is HTTP, it is port 80. If it is HTTPS, then it is port 443.
Custom Objects are custom tables in your CRM that can sync to Sugar Market. Sugar Market currently supports Microsoft Dynamics CRM and Salesforce custom objects.
Custom Objects can be used in multiple ways throughout Sugar Market:
- Segmentation of Lists for better targeting.
- Personalizing emails with Custom Object content by using merge tags.
While every implementation is unique, here are some uses we have heard from our customers:
- Product Catalog: Showcase dynamic product information to prospective or current customers, and incorporate details like Product ID, Product Name, Description, Price, etc.
- Purchase History: Increase conversions and drive revenues by targeting customers who have previously purchased certain products to send "You May Also Like…" emails.
For pricing and more information, please contact your Sugar Market account representative or Sugar Market Support.
Using Custom Objects as Merge Tags in Sugar Market
Once your Custom Object is configured in Sugar Market, you can view your table through a custom report. The example below is a Credit Card Custom Entity with various fields in the table:
You can then use this report as a Custom Merge Field in your email.
There are a few ways to consolidate records in Sugar Market; the most common methods are to use Sync Filters and Auto-Deletion Reports.
Sync Filters with CRM
You can request specific records or sets of records to sync into the Sugar Market database via sync filters during the initial sync to pull down a subset of records. We recommend you utilize the Sugar Market auto-deletion reports instead because the sync filters only sync down records specified in the filter to Sugar Market, but if a record changes later and does not meet that condition anymore, then it will still exist in Sugar Market. This is because the sync filter is only controlling which records are coming from the CRM to Sugar Market and does not re-reference records once they are in Sugar Market. Please contact your Implementation Consultant or Support if you want to use sync filters.
Sugar Market allows the creation of auto-deletion reports that look for records meeting specified conditions and deletes those records. The auto-deletion reports are added to the end of the regular pull sync cycle, which is every 20 minutes, and when the sync cycle pulls down the records that have been modified since the last successful sync, any records that meet the specified conditions are deleted from Sugar Market.
The following options are less common methods of record consolidation, but may be required if your configuration does not allow you to utilize sync filters or auto-deletion reports (e.g. frequent database updates causing too many records syncing down may delay the Sugar Market sync or prevent the auto-deletion report from running).
- When removing or deleting the record from the CRM, go to the same record in Sugar Market and delete the record.
Mass Manual Removal
- Create a custom field in Sugar Market.
- Create a custom report that targets a value of Delete in the above custom field.
- Gather a list of records that are being removed from the sync filter.
- Import the list into Sugar Market updating the custom field to a value of Delete, and wait for the email confirming this has completed.
- Navigate to User Menu > Administration View > Mass delete contacts by Report, and then select the report you created in Step 2.
After the first time through this process, you will only need to complete Steps 3-5.
Listener/Template Removal (Netsuite Customers)
- Create a custom field in Netsuite and let it sync down to Sugar Market.
- Create a Contact Update Template in Sugar Market that updates the DeletedDate field to any date value (you must select a specific date).
- Create a listener in Sugar Market looking for the custom field value of Delete and set the action of the listener to the template from Step 2.
- Instead of removing a record from the saved search in Netsuite, update the new custom field to a value of Delete.
- (Optional): After the desired record is deleted from Sugar Market you can now remove the record from the saved search in Netsuite.
Note: Records are not removed from Distribution Lists. When sending a campaign using a list with one of these deleted records, the campaign stats show it as a rejected contact.
General CRM FAQs
The following are frequently asked questions related to Sugar Market integration with any type of CRM:
|What happens when I change an email address in an external CRM?||
If an email address is changed in the external CRM and synced down into Sugar Market, that record's email is updated and the DelStatus is reset to 0 and the DelMessage is updated to 'Reset by Sync'.
|How does Sugar Market handle duplicate records when syncing the two systems?||
The following logic is performed when syncing a record from an external CRM to the Sugar Market CRM:
Sugar Market first checks if the external CRM's Contact or Lead ID exists in the Sugar Market Contact table.
A similar logic is performed when pushing a record from Sugar Market to an external CRM, where a matching ID is checked first and email second.
|What's the difference between Account Name and Company name?||In the external CRM, the company has two different names. Lead records have a Company field and Contact records have an Account Name located in the Accounts table. In Sugar Market, each Lead and Contact has an account record.|
|How does Sugar Market determine which records to sync down every sync cycle?||For each of the core tables selected for Sugar Market to sync down, the integration looks for the record modified date and only syncs those records.|
|I mass updated records in my CRM but I am not seeing the changes reflected in Sugar Market; why?||
When performing any action in a CRM, especially if it is backend-facing (like a SQL update) it is important to verify if the modify date is updated for those records. If you mass update records in your CRM through a workflow or backend, it is highly unlikely that it also updated the modify date of those records. Therefore, Sugar Market would not be alerted of the changes and will not sync those records down. We recommend you also update the modify date of those records.
|Is it okay to import Lists into Sugar Market prior to integration? Will this cause duplicates?||If you import data into Sugar Market and start sending out campaigns before the integration occurs, all activity performed by that record is preserved. During the integration, records are matched and de-duped based on email address. This overwrites the imported Sugar Market records. Therefore, if you update contact information inside Sugar Market before the integration, that data will be overwritten with your CRM data during integration. The only field that is not overwritten from your external CRM to the Sugar Market CRM is 'unsubscribes' (OptOut).|
|After the integration between Sugar Market and my external CRM, will there be a delay in our CRM environment due to the constant syncing from Sugar Market?||In most cases, no. It is important to note that after initial integration, we are only pulling differentials. Also, we are not "scanning" the records that have changed, we are simply doing an SQL call on the last-modified date that is greater than or equal to last sync date. It is a very quick query with low effort.|
|Our database is very large (1 million+ records). Should we be concerned about how long the initial sync will take?||No need for concern in regard to large database syncs. There are several methods we can take to get your data into our systems such as restricting syncing via the syncing user's permissions, filtering records based on field values, uploading your data locally, or going through our initial sync process. Once the initial sync is complete, the incremental syncs should be very quick and occur multiple times within an hour.|
|We would like to restrict IP access to Sugar. Do you have a single IP address to provide for IP restrictions?||No. While you may simply open all IPs from our IP range, we have a few IP addresses that you would need to allow access to for Sugar Market to connect and integrate.|
|Do I need a Sandbox Sugar Market account?||In our experience, the majority of clients that choose to implement a sandbox for testing find that they can test everything they need using their production environment. With this method, Sugar Market can remove any contacts, leads, accounts, and opportunities that synced down during testing. We will not remove any forms or campaigns, nor the activity associated with them. This also allows for fluid testing with actual marketing initiatives created during your training.|
|Does Sugar Market support VPN for the integration?||No, Sugar Market does not support the use of VPN for the integration between both systems. Instead, the integration between the CRM and Sugar Market is done through the respected web services that CRM provides.|
Proceed to the topic that is specific to your CRM for more information on setting up your integration with Sugar Market.
Last modified: 2021-09-09 19:43:32