CRM Sync Knowledge

Partner Certification - Gold

What CRMs does Pardot Sync with?

• Salesforce.com• Cloud only based solution • Pardot added to CRM via an AppExchange package

• SugarCRM• Cloud (OnDemand) and Installed version• Pardot added to CRM via a Sugar Install Package

• Netsuite• Cloud only based solution• Pardot manually added to CRM via custom fields

• DynamicsCRM• Cloud (Live) and Installed (IFD) version• Pardot manually added to CRM via custom fields

Basics things to know about CRMs

• Pardot will first look for a contact in the CRM and then a lead. If neither is found, Pardot will create a lead if the prospect is assigned

• Pardot can only create a lead if the prospect is assigned• CRM requires a lead or contact owner

• Pardot will only be able to write to CRM fields if the CRM has a blank. • Pardot custom fields can be set as a Pardot master field

• CRM will always overwrite Pardot in difference of information on default fields

Assigning a prospect• To a user

• Pardot will assign the prospect to a user and notify the user of the new lead.

• Pardot will push the new lead to the CRM

• To a group• Pardot will round robin assign the lead to the next person in line for the

group and notify the user of the new lead• Pardot will push the new lead to the CRM

• To a queue• Only for salesforce.com• Pardot sends the prospect to a queue in salesforce.com for assignment in

the CRM

• To an active assignment rule• Only for salesforce.com• Pardot sends to the prospect to salesforce.com to use assignment rules in

their system

Creation of Prospects from CRM

• Available for salesforce.com, SugarCRM, and DynamicsCRM

• When a lead or contact is created in the CRM, it will be created in Pardot• If prospect does not already exist based on email address

• Will only work for leads and contacts created after option is turned on, will not retroactively bring in old leads and contacts• Option is located in the settings for the connector

• Choose which campaign they are added to• Good idea is a “Created in CRM” campaign

Opportunities

• Pardot syncs with opportunities in salesforce.com and SugarCRM• Can connect other CRMs with opportunities via the API• All opportunities in your CRM will be brought over to Pardot

• Opportunities can be imported if you are using a CRM other than salesforce.com and SugarCRM

• Ability to run rules off of open, close, stage, probability, etc.

• Closed-Won is a great way to keep a client/customer list

Account Syncing

• Gives you the ability to keep information about the same company under one umbrella

• Syncs with salesforce.com, SugarCRM, and DynamicsCRM

• Accounts in CRM will be created in Pardot automatically

• Custom account fields can be synced between CRM and Pardot

Campaign Syncing

• Sync campaigns between salesforce.com and Pardot

• Add prospect to campaign and update status in salesforce.com via a completion action or automation rule

• Add prospects to Pardot list via a campaign in CRM (through AppExchange package)

• Remember that salesforce.com campaigns and Pardot campaigns are different items

LeadDeck in CRM

• In salesforce.com, you can access LeadDeck in the CRM

• Accessed through a tab at the top of salesforce.com

• Must have single sign-on to avoid signing into LeadDeck each time

• The salesforce.com version of LeadDeck does not give the popup notifications of new visitors to the site

Single Sign-On

• Available for salesforce.com and SugarCRM

• Allows users to sign into both systems while logging into just one

• Keeps user logged into LeadDeck if accessing from salesforce.com

• Allows for the Pardot activities and other iframes in the CRM to not show the login screen, but the actual items

Custom Fields and CRM Users

• Once the connector is created in Pardot for the CRM, you can sync custom fields and CRM users with Pardot and CRM

• When creating a custom field, you will be able to choose the field in the CRM it syncs with• Salesforce.com will pull in pre-defined values for dropdowns,

checkboxes, radio buttons and multi-selects

• When creating new users, you will be able to connect to the user in CRM• User will have to verify their password for single sign on in Pardot

Sync Numbers

• Pardot syncs different numbers per sync cycle with the CRM depending on their API

• Salesforce.com: 4,800 records an hour

• SugarCRM: 1,200 records an hour (4,800/hour if special need arises (could hurt API limits))

• Netsuite: 480 records an hour

• Dynamics:1,200 records an hour (4,800/hour if special need arises (could hurt API limits))

CRM Sync Tidbits

• You can view the number of prospects in your sync queue by going to Admin >> Connectors and click on the icon to the right of the connector.

• Error queue can be seen there as well. This means there is something in the CRM not causing the sync. • Can view error report here as well to see the errors

• Pardot will note a “change” in the CRM and trigger a sync for a record when the ‘last modified’ field has been updated• Formula fields in salesforce.com will not update this field

End of Course Eleven

• You have reached the end of the CRM Sync Knowledge

• You will now take a test of what you have learned. You must score greater than 85% to pass this portion of the test.

• Good luck!