Connectors: Sync Smartsheet with Salesforce or Service Cloud

Use the Salesforce Connector to have opportunities, contacts, and other Salesforce records automatically update to and from Smartsheet in real time.

Use the Service Cloud Connector to track and calculate on customer service data, 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.

These Connectors are available as their own premium offerings. For information about pricing, please contact our sales team.

Once the Salesforce or Service Cloud Connector has been purchased, a user that has Smartsheet System Admin and Salesforce or Service Cloud Admin permissions must install it using the steps in our Setting Up Smartsheet Integration with Salesforce or Service Cloud article.

In this article:

Creating Workflows: Getting Started
Log in to the Connector
Create a Workflow
Workflow Wizard
Use Filters to Control Data Synchronization
Keep Related Records Together with Smartsheet Hierarchy
Managing Workflows
Finding and Fixing Sync Errors
Smartsheet for Salesforce: Workflow Best Practices


Creating Workflows: Getting Started

Installing the Salesforce or Service Cloud Connectors

Once the integration has been purchased, a Salesforce or Service Cloud Admin (an account-level role that is unique to the integration) or someone that is both a Smartsheet SysAdmin and a Salesforce or Service Cloud Admin must install it using the steps in the Setting Up Smartsheet Integration with Salesforce or Service Cloud article.

Required Permissions to Use the Connectors

To create workflows in either Connector, you must have all of the following account types:

  • Licensed Smartsheet User—Your Smartsheet System Admins can give you a license. See Managing Users for more information.
  • Salesforce User—Your Smartsheet System Admins can make you a Salesforce User. See Managing Users for more information.
  • Account in Salesforce—You must be able to sign in to the Salesforce or Service Cloud applications. Additionally Contact your organization's Salesforce or Service Cloud Admin for details.

Logging in to the Connectors

Once the Salesforce or Service Cloud Connector has been installed and configured, you’ll use the following URL to create and sync workflows with either integration:

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


Create a Workflow

After logging into the Connector, you can create workflows that handle the automatic sync. You’ll be guided through this process with the workflow wizard.

To get started creating a new workflow:

  1. Click the menu in the upper-left corner of the page and select Dashboard.

    Dashboard
     
  2. Click Add Workflow to start the workflow wizard.
    Workflow Wizard

Workflow Wizard

Use the workflow wizard to select your sheet and Salesforce or Service Cloud object, and map their respective columns and fields for synchronization.           

  1. On the Settings page, you’ll establish the basics for your workflow:
    • Next to What do you want this workflow to do? choose the sync direction of the workflow (to Salesforce or Service Cloud, to Smartsheet, or bidirectionally between the two applications).
    • Next to Sheet Name, select an existing sheet or select Create a new sheet to immediately create a new sheet in Smartsheet.
    • Select a Salesforce or Service Cloud Object from the next dropdown.

      NOTE: Once you save the workflow, the sheet, Salesforce or Service Cloud object, and their sync directions cannot be modified; however, you can create a new workflow to select different settings.
  2. Click Continue to confirm your settings.
  3. Use the Fields page to map the fields between Salesforce or Service Cloud and Smartsheet.

    If needed, you can select new column in the dropdown picker to insert a new column in the sheet. To include more Salesforce or Service Cloud object fields in the workflow, select add field.
    You can alter the sync direction using the flow dropdowns Sync Direction Picker between object fields and columns.

    NOTE: You may not be able to modify the sync directions of certain mappings based on your permissions in both Salesforce or Service Cloud and Smartsheet, as well as the field’s use in the integration (such as the Salesforce or Service Cloud ID).
     
  4. Click Continue to confirm your field mapping choices.
  5. On the Filters pages, you can create filters to better control the type and amount of data that’s shared between the two applications. (Check out the Filters section below for more information.)
  6. On the Save page, you’ll name and save your workflow and review a summary of updates that will be made to your Salesforce or Service Cloud object and sheet.

    If you find that the Update Summary displays an unexpected amount of changes will be made, you have the opportunity to step back through the wizard and make additional changes to the workflow, such as adding filters.
     
  7. Click Save Workflow to start the workflow sync, adding any Salesforce or Service Cloud records and rows specified in the Update Summary.

Once you save the workflow, you’ll complete the wizard and be taken to the Dashboard. Your workflow will run and will automatically update records in Salesforce or Service Cloud and rows in your sheet in Smartsheet according to the rules you set up in the workflow.

To modify an existing workflow, follow the steps in the Managing Workflows section below.

Use Filters to Control Data Synchronization

Salesforce or Service Cloud Filters

You have the option to add filters to better regulate the Salesforce or Service Cloud records that flow into the sheet. These filters can help ensure that you sync only fields that pertain to a specific project, client, or employee, for example.

To create Salesforce or Service Cloud filters:

  1. Click add field to populate the list of available object fields, and then select one of them to create the filter.
     
  2. Use the dropdown to select the condition of the filter. For example:equals, contains, is blank.

    NOTE: A text field will appear on the right if you need to enter additional filter criteria.
     
  3. Click Continue to confirm and apply the filters.

You’ll see the number of fields that will be updated in your Salesforce or Service Cloud object on the Save page of the wizard next to Update Summary. You can use this to gauge the amount of data flowing into the object from your sheet. 

If the Update Summary count appears unexpectedly high or low, you can go back to add or remove filters as needed.

Smartsheet Filters

You have the option to add filters to control the rows that sync to objects in Salesforce or Service Cloud. You can use these filters  to better regulate the records that sync back to your object. For example, use a filter to sync only specific rows that have a lead back to a Leads object in Salesforce.

To create Smartsheet filters:

  1. Click add field to populate the list of available sheet columns, and then select a column to populate the filter.
     
  2. Use the dropdown to select the condition of the filter. (Examples: equals, contains, is blank.)

    NOTE: A text field will appear on the right if you need to enter additional filter criteria.
     
  3. Click Continue to confirm and apply the filters.

You’ll see the number of rows that will be added and updated in your sheet on the Save page of the wizard next to Update Summary to get an understanding of the changes that will be made after the workflow is saved.

If the Update Summary count appears unexpectedly high or low, you can go back to add or remove filters as needed.

Keep Related Records Together with Smartsheet Hierarchy

Define row groups in your workflow to keep your Salesforce or Service Cloud records together as parent and child tasks in Smartsheet. Create row groups to have your workflow organize your Salesforce records by the options of a specific field, such as the Stages of an Opportunity (such as Closed Won, Closed Lost, Needs Analysis), without having to manually move them around in your sheet after they sync.

Salesforce Row Group

Keep the following in mind when defining row groups: 

  • In Group by, you can select an existing Salesforce or Service Cloud field or type a new value to group records as they sync to your sheet. The Group by will determine the Primary column value of the parent rows in your sheet. For example, when you Group by the Stage of an Opportunity, parent rows are created in your sheet for each stage (such as Closed Won, Closed Lost, Needs Analysis)
  • New parent rows will be created at the bottom of your sheet unless your Group by completely matches an existing Primary column value of the sheet.
  • You can define a sub group for an additional layer of organization. Have records sync, for example, underneath an International parent row that is also a child to a Sales row in Smartsheet.
  • If you have multiple workflows configured for the same sheet, subsequent workflows inherit the defined row groups (if any) from the first workflow created on your sheet. Defined row groups on these workflows can't be changed unless all of the subsequent workflows for that sheet are deleted.
  • Salesforce or Service Cloud records must have the correct hyperlinks in the Salesforce or Service Cloud ID column on your sheet. (If a Salesforce or Service Cloud ID column doesn’t exist yet, it will be added to your sheet automatically when the workflow runs for the first time.) Manually copying and pasting Salesforce or Service Cloud IDs from Salesforce or Service Cloud into your sheet may cause the workflow to not sync as expected.

Managing Workflows

You’ll manage workflows from the Dashboard. Click the menu in the upper-left corner of the page and select Dashboard to see a list of the workflows you’ve created.

NOTE: Smartsheet System Admins see workflows that all users on their team have created, in addition to their own. For more information on System Admin capabilities in the Connectors, please see our article on Admin Setup.

Dashboard Page

Settings

Click Settings to expand the following options:

  • Edit Workflow - takes you back through the workflow wizard to make changes to the workflow.
  • Rename Workflow - allows you to change the title of the workflow.
  • Disable/Enable Workflow - stops or starts automation of the workflow.
  • Delete Workflow - removes the workflow from the Dashboard.

    NOTE: The action of deleting a workflow cannot be undone, and deleted workflows cannot be recovered.

Finding and Fixing Sync Errors

Several resources are available to help you with detecting and resolving workflow errors, including:

  • The Run History page: This provides a count of the number of sync errors for a workflow and displays an error message with details on the issue. See the Run History section below for more troubleshooting information.
  • Error Report Emails: As issues occur, email message are sent to the workflow owner and to the person who edited the field or row in the workflow that caused the issue.
  • The Sync Error column in Smartsheet populates a message on rows with a sync issue. (This column should exist on any sheet associated with a Salesforce or Service Cloud object.)

Using the Run History Page to Troubleshoot Sync Errors

After creating a workflow, you’ll be able to see its sync history, including any errors that occurred, on the workflow’s Run History page.

To get to the Run History page:

  1. Click Dashboard from the menu to view the list of workflows.

    Dashboard

  2. Click the link under Last Run to see a workflow’s Run History page.

    Last Run

  3. You can then click the timestamp (under Last Run) of a specific run instance to see any error messages.

    Run History

Connectors Workflow Best Practices

Save and Refresh Often

Since you'll be working across two applications, the opportunities for synchronization errors are increased as more people collaborate. To help minimize the risk of sync issues, save changes and refresh your sheets as you make updates. Saving and refreshing frequently will ensure that others see your changes and that they're synced to Salesforce or Service Cloud and Smartsheet according to the workflows you've set up.

For more information about saving and refreshing sheets in Smartsheet, see the Help Center article Saving and Refreshing Sheets.

Give Viewer Permissions on Sheets

To prevent accidental changes to the sheet that could potentially cause sync issues between Smartsheet and Salesforce or Service Cloud, you can give Viewer permissions to collaborators on your sheet.

With Viewer permissions, collaborators are able to see the sheet data but won’t be able to edit data.

View Changes

In Smartsheet, you can use the View History feature to see a record of changes that were made to a cell. For sheets that include data shared between Smartsheet and Salesforce or Service Cloud, the name of the user associated with the change will be the person who created the workflow.

This information can help you isolate down to a specific user’s workflow if you’re finding unexpected changes are being made to your sheet, possibly from incorrectly mapped columns and you’re not receiving errors in the Sync Error column.

For more details on tracking changes in Smartsheet, see Viewing Cell History in the Help Center.

Push Data from Smartsheet to Salesforce or Service Cloud for Specific Rows Only

To give you greater control over which rows explicitly push data back to Salesforce or Service Cloud, create an Update in Salesforce or Service Cloud column in the sheet in Smartsheet and a filter in the Connector workflow:

  1. In Smartsheet, in the sheet that you plan to connect to the Salesforce or Service Cloud object, create a new column (steps on creating new columns in a sheet are available in the Help Center), select the Checkbox type, and name the column Update in Salesforce or Service Cloud.

  2. Log in to the Smartsheet for Salesforce or Service Cloud page, and follow the steps to create a workflow.

  3. In the Workflow wizard, specify a bi-directional workflow and create filters to sync only rows from the sheet that have the Update in Salesforce or Service Cloud column checked.

The next time the sheet and the Salesforce or Service Cloud object are synced, data will be pushed back to Salesforce or Service Cloud only for the rows for which the Update in Salesforce (or Service Cloud) checkbox is checked.

Check Sheet Permissions on Unexpectedly Blank Columns

Data may not update to a sheet depending on your sharing permissions, but you may not receive an error. If a column appears blank on a sheet that you’ve mapped in your workflow, the column may be locked on the sheet. Have the sheet Owner (or another Admin) grant you Admin permissions on the sheet with the steps in the Sharing Sheets Help Center article.

Adjust Polling Frequency When Mapping Relationship Fields

Salesforce and Service Cloud sometimes 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).



Keep the following in mind with these field types:

  • When you create workflows in the Connector that map these fields, the integration 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. 

  • Having a Smartsheet and Salesforce or Service Cloud System Administrator adjust the polling frequency to make fewer requests will help reduce API requests made to your Salesforce organization.

Map “Lookup by...” Fields to Easily Edit Related Object Fields in Smartsheet

You can map a “lookup by…” version of a related object field in order to edit a field from within Smartsheet that would otherwise be read-only. This is a great way to change a Salesforce or Service Cloud record owner from Smartsheet without having to copy and paste a User ID. (See the Salesforce Knowledge Base article on Finding a User ID.)

For example, you can map the Owner ID (Lookup by User Full Name) field to sync the Full Name field from the User object (which is typically related to other objects, such as Account and Opportunity).

salesforce-lookup
 
There are two options for mapping the Owner ID field. The Owner ID field contains a User ID, which is a series of characters from the User object that represents who owns a particular Salesforce or Service Cloud record—like Account or Opportunity. (See the Salesforce Knowledge Base article on Finding a User ID.)

Using the above scenario of mapping the Opportunity object as an example:

  • You can map Owner ID, which will sync the series of characters (For example: 00530000000ibYc) to Smartsheet as read-only.
    -OR-
  • You can map Owner ID (Lookup by User Full Name), which will sync the Full Name field (for example: Sally Smart) from the User object to Smartsheet as editable. This allows you to change the Owner ID of a record by typing another name in your sheet.
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