Salesforce and Service Cloud Connectors: Admin Setup

Use the Salesforce Connector to gain valuable insights from your sales data and drive the execution of work across teams. The Connector can automate and streamline a wide variety of business processes, including sales handoffs to professional services, pipeline review and forecasting, commissions calculation and approvals, and territory management.

Use the Service Cloud Connector to track and calculate on service data for your organization, including accurate escalated case tracking, visibility into interactions with top Accounts and Contacts and your team’s Case close duration to ensure your team is staying on track to meet SLA times.

Log in to the Connectors

After you purchase the Smartsheet for Salesforce or Salesforce Connector, you’ll use the following URL to log in and create sync workflows in either Connector:

https://connectors.smartsheet.com/c/salesforce

Before You Begin: Requirements

To set up a Connector, you must at least have the following permissions in the Salesforce or Service Cloud applications:

1. API Enabled
2. View Setup and Configuration
3. View All Data

You must have the following permissions in Smartsheet:

• The account used to establish the initial connection must be a Smartsheet licensed user.
• A System Admin in Smartsheet. (See the User Types article for more information.)
  
  -OR-
• A Connector Admin (an account-level role unique to the Connectors, see Smartsheet for Salesforce Permission Types for more information).

In addition, you must have a System Administrator role and profile in Salesforce.

The user setting up the connector must be a Salesforce Admin.

Set Up a Connection Between Salesforce or Service Cloud and Smartsheet

1. From a web browser, navigate to the Connector login page and click Log In with Smartsheet.
    
2. When you are prompted to allow access to your Smartsheet account, click Allow.
    
3. Click the menu icon in the upper-left corner of the page and select Account Admin.
   
   
    
4. Click Register new Salesforce organization > Salesforce Organization.
   
   The Salesforce Login page will appear.
   
   
    
5. Log in to your Salesforce or Service Cloud account (if you're not already logged in) and click Allow when prompted.

Congratulations! That’s it. You should now be on the Account Admin page where you’ll have access to all the tools you need to create and manage workflows between Smartsheet and the Salesforce or Service Cloud instance to which you’ve just connected.

The name of your Salesforce or Service Cloud organization will be displayed on the Account Admin page.

See the Smartsheet help article on Creating and Editing Workflows for details on making workflows that synchronize data between Smartsheet and Salesforce or Service Cloud.

Manage Connector Access and Workflow Permissions

What you can do in the Connector depends on what restrictions have been enabled, as well as the permissions that you have on items in both Smartsheet (sheet sharing permissions) and Salesforce or Service Cloud (object read/write permissions).

Connector Workflows Respect Application Specific Permissions 

The Connector respects the permissions granted to you in both the Salesforce or Service Cloud and Smartsheet applications. As a result, the Connector will be able to read, write, update, and delete data in accordance with the permissions granted to that person in both applications.

For example, if the person that created a workflow in the Connector does not have permission to edit a specific object’s data when they are in the Salesforce or Service Cloud application, the workflow that they create can’t edit that object’s data through the Connector.

Manage Who Can Access the Connector

Smartsheet System Admins and Connector Admins can control who has access to the Connector. A Smartsheet System Admin must enable a setting to restrict access to the Connector, such that only certain users may create and edit their own workflows.

TIP: Connector users will be able to modify Smartsheet and Salesforce or Service Cloud data through Connector workflows they’ve created. Because of this, System Admins and Connector Admins may want to limit access to only those people in the organization with a strong working knowledge of both the Smartsheet and Salesforce or Service Cloud applications.

To enable the setting to restrict access to the integration:

1. Sign in to the Connector (https://connectors.smartsheet.com/c/salesforce) with your Smartsheet credentials.
2. Click the menu icon in the upper-left corner of the page and select User Management.
3. Check the checkbox next to Restrict which users can access the Smartsheet for Salesforce integration.
   The email address of anyone who has previously created workflows will be added automatically to the list of users that are allowed to access the Connector. If needed, you can restrict their access to the Connector by removing their email address from this list.
    
4. Add the email address of anyone that you want to have access to the Connector.

Remove Someone’s Access to the Connector

Smartsheet System Admins and Connector Admins can also remove Connector Users by clicking the delete icon  to the right of that person’s account information.

Any users removed from the list will no longer be able to create or edit their own workflows.

NOTE: If someone who was removed from the access list had previously created workflows, their workflows will still be active for up to 10 minutes. After this time, they will become automatically disabled.

If you’re a Smartsheet System Admin, you can also manage Salesforce Connector Admins and Salesforce Users in the Smartsheet application. For more information on managing users from the Smartsheet application, please refer to the Managing Users article.

Smartsheet for Salesforce Permission Types

Three types of user can interact with the Connector:

• Smartsheet System Admin—Manage Connector Admins and Connector Users from the Smartsheet application. See the Managing Users article for more information. System Admins can also enable a setting to restrict access to the integration. 
• Salesforce Connector Admin—A unique user type to the integration that can establish a connection between a Salesforce Organization and the Connector. If a Smartsheet System Admin enables the restrict access list setting, Salesforce Connector Admins can also control who can use the Connector. See Manage Who Can Access the Connector for information on the restrict access list.
• Salesforce Connector User—A unique user type to the integration. Can create workflows that sync information between Smartsheet and Salesforce.

Features by Permission Type

Use this chart as a reference for features based on the types of users that can access the Connector.

*Smartsheet System Admins and Connector Admins can create and edit their own workflows if the restrict access list feature is disabled. If the restrict access list is enabled, they must have the Connector User role. See Manage Who Can Access the Connector for more information on the restrict access list.

Set the Polling Frequency

Adjust the Polling Frequency to Prevent Rate Limit Errors

Admins can set the polling frequency for requests made between Smartsheet and Salesforce or Service Cloud through the Connector. The Salesforce and Service Cloud applications have a limit to the number of times information can be automatically updated per minute. If these limits are exceeded, enabled workflows will return errors and won’t synchronize information until:

• The Salesforce limit is removed
  -OR-
• The polling frequency is set to a longer interval such that the limit isn’t met

NOTE: Workflows will keep attempting to synchronize data, meaning you won’t need to take further action after the Salesforce limit is removed or the poll frequency is adjusted.

Receive Rate Limit Notifications from the Salesforce or Service Cloud Applications

To learn how to create custom API Usage notifications within Salesforce or Service Cloud, see the Salesforce Help documentation. With API Usage notifications, Admins in the Salesforce or Service Cloud applications can create notifications that will be sent to a selected set of users when specified API call thresholds have been met.

Set the Polling Frequency

To change the polling frequency within the Connectors:

1. Select the menu in the upper-left corner, and then select Account Admin. 
2. Next to your organization, select Preferences on the right side to open the Polling Frequency panel.
   

You can then set a specific rate in seconds for all workflows within your organization to help prevent your workflows from exceeding the request limitations.

Relationship Fields and Salesforce or Service Cloud Rate Limits

Salesforce and Service Cloud may use field types within an object that relate to other objects, such as Lookup Relationship Fields (for example, Account Name in the Account object) and Polymorphic Relationship Fields (for example, the “What” field of an Event).

IMPORTANT: When you create workflows in the Connector that map these fields, the Connector must check that object and all of its related objects. This multiplies the amount of requests made depending on the number of objects related to the mapped field. Adjusting the polling frequency to make fewer requests can prevent potential rate limit errors.

Create and Edit Workflows

Now that the Connector has been set up, check out our article on Creating and Editing Workflows for details on the synchronization process between the two systems.