Salesforce Connector FAQ

What are the Smartsheet for Salesforce and Service Cloud Connectors?

You can use the Smartsheet for Salesforce and Service Cloud Connectors to synchronize data between Salesforce or Service Cloud objects and sheets in Smartsheet.

With the Salesforce Connector, collaborate on your Salesforce data in completely new ways with the intuitive spreadsheet interface and powerful Gantt charts, Card (sometimes called Kanban) View, and Smartsheet Sights™ of Smartsheet.

With the Service Cloud Connector, gain visibility into Cases, Contacts, and other Service Cloud records to help drive the execution of work across your customer service and support teams.

Check out our Work Smarter with Salesforce and Smartsheet page for more information.

Is there an additional cost for this?

The Salesforce Connector and Service Cloud Connector are available as their own premium offerings. For more information about features and benefits, see Work Smarter with Salesforce and Smartsheet.

For information about pricing, please contact our sales team.

How do I install the Connector?

Have your Salesforce or Service Cloud Admin and Smartsheet System Admin install the integration with the steps in the Salesforce and Service Cloud Connectors: Admin Setup article.

Do I need a Salesforce or Service Cloud license in order to use this integration?

Yes, you must have a Salesforce license to make workflows with Salesforce Connector. Additionally, you must have a Service Cloud license to make workflows with the Service Cloud Connector

Which versions of Salesforce or Service Cloud are compatible with this integration?

The integration is compatible with these versions of Salesforce and Service Cloud: Professional, Enterprise, and Unlimited.

Can the integration support more than one Salesforce organization?

Yes, you can have multiple Salesforce or Service Cloud instances (organizations) at no additional cost. You can add more Salesforce or Service Cloud instances with the steps in our Salesforce and Service Cloud Connectors: Admin Setup article.

After I set up the integration, is it enabled for everyone on a Smartsheet plan or just certain users?

By default all Smartsheet users will have access to the integration. In order to access anything in Salesforce or Service Cloud, they will have to log in with their Salesforce or Service Cloud account and will only have access to the data they normally have access to in Salesforce or Service Cloud. 

If you want to control which specific users have access to the integration, contact your Smartsheet Customer Success representative (or email us at customersuccess@smartsheet.com)—we will work with you on a case-by-case basis to set this up. 

Who might be able to access or overwrite my data?

The Connectors respect the permissions you’ve set in both Smartsheet and Salesforce (or Service Cloud). Anyone that you’ve given permission to edit your data by logging in to Smartsheet, Salesforce, or Service Cloud will have that same access with the Connectors. See the following articles for more information on permissions in these applications:

What are workflows?

Using the Salesforce or Service Cloud Connectors, you map fields in a Salesforce or Service cloud object to columns in a sheet by creating a workflow. Details on this process can be found in our Creating and Editing Workflows article.

Who can create workflows?

After the integration is enabled and installed, by default, any Smartsheet user who is also has a paid Salesforce or Service Cloud license can create workflows to synchronize data between Salesforce or Service Cloud and Smartsheet.

If you want to control which specific users have access to the integration, contact your Smartsheet sales representative (or email us at sales@smartsheet.com)—we can work with you on a case-by-case basis to set this up. 

Which fields and objects can I use to synchronize data from?

You can use all standard and custom objects in Salesforce or Service Cloud. Once you select an object while setting up a workflow with one of the Connectors, you’ll see any standard and custom fields on that object and all fields from related objects as well—as long as the related object has a maximum of one record. (Fields on related objects are read-only.)

How do I see what workflows have been created?

You can see all of your own workflows. If you’re a Smartsheet System Administrator, you can see every workflow created by users in your organization, regardless of who created them.

For steps on how to view and manage workflows, check out our Creating and Editing Workflows article.

How often will this integration sync with Smartsheet and Salesforce or Service Cloud?

The integration syncs using API calls to both applications on the backend. There will be a baseline number of API calls used, regardless of any updates made between systems. The integration polls Salesforce or Service Cloud at a configurable interval, at a default rate of every 30 seconds, at least once for each object type that is mapped—regardless of number of workflows.

Refer to our article in the Help Center on changing the API call intervals.

When I need help, what are my support resources?

You have access to comprehensive Help Center documentation on the Connectors:

If you encounter any issues with either of the Connectors, contact Smartsheet Support.

Is there an additional support fee?

There is no additional fee for technical support with the Connectors. If you encounter any issues with the integration, contact Smartsheet Support.

How is data access controlled with Salesforce or Service Cloud roles and profiles?

Before you can create a workflow to synchronize data, you must first log in to the respective Connector with your own Salesforce or Service Cloud credentials. This ensures that the security permission imposed on your account in Salesforce (via profiles) will be enforced when you use the Smartsheet for Salesforce integration.

Can I limit what data types can be input into Smartsheet (to match my data types in Salesforce or Service Cloud fields)?

You can use Smartsheet to accept any data type in any cell, although cells can be configured for specific data types. If a data type is entered into a Smartsheet cell that is not compatible with the field that it is mapped to in Salesforce or Service Cloud, an error will appear in the row indicating that there is a data type mismatch. 

For more information on the different types of data Smartsheet can accept, check out our Column Types article.

Is this integration part of the Smartsheet core application?

Although the integration is not a part of the core application, it is operated according to the same policies, procedures, and security practices as the rest of Smartsheet, subject to the same security protocols, uptime, and service levels.