Applies to

Smartsheet Advance Package

Connectors: Sync Smartsheet with Salesforce or Service Cloud


  • Smartsheet Advance Package

Use these Connectors to do the following:

  • Salesforce Connector: Send or pull Salesforce records to or from Smartsheet in real time
  • Service Cloud Connector: Track and calculate customer service data to ensure your team meets the SLA

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

Creating workflows: Getting started

Do the following before you start creating workflows.

Install the Salesforce or Service Cloud Connectors

After purchasing the integration, only these users can install the Salesforce or Service Cloud Connector

  • A Salesforce or Service Cloud Admin (an account-level role that is unique to the integration);
  • A Smartsheet System Admin (SysAdmin); or
  • A user who is both a Smartsheet SysAdmin and Salesforce or Service Cloud Admin 

Secure these permissions to use the Connectors

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

Log 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:

Double-check if your browser is compatible with Smartsheet.

Before you create a workflow

You must first start the workflow wizard.

You can only create one Salesforce workflow per sheet.

To start the workflow wizard

  1. In the upper-left area of the page, select the Menu icon.
  2. Select Dashboard.
  3. Select Add Workflow.

That’s it! You can now use the Workflow Wizard to: 

  • Select your sheet and Salesforce or Service Cloud object, and 
  • Map their respective columns and fields for synchronization.

Workflow Wizard

Set up the basics of your workflow         

  1. On the Settings page, fill in the following fields:
    • 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). 
      Once you save the workflow, the sheet, and the Salesforce or Service Cloud object, you won’t be able to modify their sync directions. However, you can create a new workflow to select different settings.
    • Sheet Name: Select an existing sheet or select Create a new sheet to immediately create a new sheet in Smartsheet.
    • Salesforce Object: Select a Salesforce or Service Cloud Object from the next dropdown.
  2. To confirm your settings, select Continue.

Map the fields

  1. On the Fields tab, map the fields between Salesforce or Service Cloud and Smartsheet.
  2. Optional: To insert a new column in the sheet, in the dropdown list, select new column. To include more Salesforce or Service Cloud object fields in the workflow, select add field.
  3. Optional: In the Flow dropdown 
     Sync Direction Picker , alter the sync direction between object fields and columns.
    Depending on your permissions in the required tools and the field's use in the integration, you may not be able to change the sync directions of certain mappings.
  4. To confirm your field mapping choices, select Continue.

Use filters to control data synchronization

On the Filters pages, you can create filters to better control the type and amount of data shared between the two applications. These filters can help ensure that you sync only fields that pertain to a specific project, client, or employee.

To create Salesforce or Service Cloud, and Smartsheet filters

  1. To populate the list of available object fields, select add field.
  2. Select one object field from the list.
  3. Select a filter condition. For example: equals, contains, is blank, etc.
    If you need to enter additional filter criteria, a text field will appear in the right.
  4. To confirm and apply the filters, select Continue.

Define row groups in your workflow

Create row groups to have your workflow organize your Salesforce records by the options of a specific field. For example, you can group your records according to the following opportunity stages:

  • Closed Won 
  • Closed Lost
  • Needs Analysis 

When you group your records, you won't have to manually move them around in your sheet after they sync.

To define row groups in your workflow

Before you begin

  • Salesforce or Service Cloud records must have the correct hyperlinks in the Salesforce or Service Cloud ID column on your sheet. If you manually copy and paste Salesforce or Service Cloud IDs from either app into your sheet, your workflow may not work properly.
    • 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.  
  • You must map the Salesforce or Service Cloud ID field to the sheet's primary column. This ensures that parent rows and hierarchy are created correctly.

Defining row groups is optional. If you don’t need to group your records, skip to the Save your workflow section. Otherwise, follow these steps:

  1. In the Group by list, select an existing Salesforce or Service Cloud field or type a new value.
  2. Optional: Define a sub group for an additional layer of organization. 
    • For example, have records sync underneath an International parent row that is also a child to a Sales row in Smartsheet.
  3. Select Continue

Salesforce Row Group

When you define row groups:

  • The value you choose in the Group by list determines the Primary column value in your sheet's parent rows. For example, when you group by the opportunity stage, parent rows are created in your sheet for each stage.
  • New parent rows will be created at the bottom of your sheet, unless your Group by field matches an existing Primary column value of the sheet.

Save your workflow

In the Update Summary section of the Save page, you’ll see the number of fields that will be updated in your Salesforce or Service Cloud object. 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, go back to add or remove filters as needed.

  1. On the Save page, name your workflow. 
  2. Review a summary of updates that will be made to your Salesforce or Service Cloud object, and Smartsheet sheet.
  3. Select Save Workflow.

After saving your workflow, you'll land on the dashboard. Then, your workflow will run and  automatically update records in the following based on the rules you set up in the workflow:

  • Salesforce or Service Cloud 
  • Rows in your Smartsheet sheet 

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

Auto number or system columns in Smartsheet cannot be mapped within the Salesforce Connector to sync values automatically. 
This is because the Salesforce Connector has logic to prevent an infinite loop in writing behavior between Salesforce and Smartsheet.
To sync auto number or system column values from Smartsheet into Salesforce, you will need to manually run the Salesforce Connector workflow.

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