Save and refresh often
You'll be working across two applications. This means you're likely to see more sync errors 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. This also ensures they're synced to Salesforce or Service Cloud and Smartsheet according to the workflows you've set up.
Give viewer permissions to collaborators on your sheet
Do this to prevent accidental changes to the sheet that could lead to sync issues between Smartsheet and Salesforce or Service Cloud.
With Viewer permissions, collaborators are able to see the sheet data. However, they won't be able to edit data.
Set dropdown columns to single-select
You may see errors in your data when you sync between Salesforce and sheets with multi-select dropdown lists. Single-select dropdown lists work best. Set any multi-select columns to single-select when you configure your mappings.
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 find that 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
When you do this, you can control which rows explicitly push data back to Salesforce or Service Cloud. For example, you want to push back only the sheet rows that have the Update or Service Cloud column selected.
To push data from Smartsheet to Salesforce or Service Cloud, create an Update in Salesforce or Service Cloud column in the Smartsheet sheet. Then, create a filter in the Connector workflow.
To add a new column to the sheet you plan to connect to the Salesforce or Service Cloud object
- Check out the steps for inserting a new column.
- Name the column Update in Salesforce or Service Cloud.
To create a filter in the Connector workflow
- Log in to the Smartsheet for Salesforce or Service Cloud page.
- Follow the steps for creating a workflow.
- In the Workflow wizard, specify a bi-directional workflow.
- Create filters to sync only sheet rows with the Update in Salesforce or Service Cloud column selected.
Check sheet permissions on unexpectedly blank columns
Data may not update in a sheet, depending on your sharing permissions. However, you're unlikely to receive an error message that notifies you about it.
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.
Adjust polling frequency when mapping relationship fields
Salesforce and Service Cloud sometimes use the following field types within an object that relate to other objects:
- Lookup Relationship Fields
- For example: Account Name in the Account object
- Polymorphic Relationship Fields
- For example: The What field of an Event
Keep the following in mind when working with these field types:
- When you create Connector workflows that map these fields: The integration must check that object and all its related objects. This multiplies the amount of requests made by the number of objects related to the mapped field.
- When you have admins adjust the polling frequency: The API requests made to your Salesforce organization will likely decrease.
- If a mapped object’s formula field is calculated or populated by changes to another object: That field won’t trigger automatic updates from Salesforce to Smartsheet. It will trigger updates only if a related field from that object itself is directly mapped in the workflow.
- For example: Your Contact object has a formula field that links the Account object fields to Type and Priority. Changes to the output of this formula caused by changes in the Account record will sync to Smartsheet only if an Account-related field is mapped in your workflow. If an Account-related field isn't mapped to a Case object in your workflow, the formula field that pulls the Account record will update only when another Case field on that record is updated.
Map Lookup By fields to easily edit related object fields in Smartsheet
You can map a lookup by… version of a related object field to edit a read-only 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.
For example, you can map the Owner ID (Lookup by User Full Name) field to sync the Full Name field from the User object. (The User object is typically related to other objects, such as Account and Opportunity).