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Overview

This guide provides setup instructions for configuring the Outreach plugin to Salesforce. While the recommendations provided support the majority of team workflows in Outreach with a standard Salesforce configuration, such configurations can vary based on your desired workflow, Salesforce setup, and organizational needs.

Note: The images in this guide may reference a Salesforce setup that differs from your organization's.

Getting Started: Plugin Requirements

API Access

Outreach uses REST API calls to communicate and sync with Salesforce. Note that not all editions of Salesforce include API calls out of the box. Before configuring the bi-directional sync with Outreach, ensure you have a Salesforce Edition with REST API access.

• Salesforce Enterprise/Unlimited Edition: REST API included.
• Salesforce Professional Edition: requires the Web API Package and purchase of API Call Bundles.
• Salesforce Essential Edition: does not support REST API access, even with an add-on.

To check your SFDC version, navigate to Setup > Company Information. Under Organization Detail, review the Organization Edition.

• To determine if an API package has been purchased: Navigate to Setup >Company Information. API access is included in Enterprise/Unlimited but needs an add-on for Professional.
• To check API Usage: Go to Setup > Monitor > System Overview to see API requests (if enabled).
• To verify API Enabled Permission: Go to Setup > Profiles > System Permissions and look for API Enabled.
• To confirm Add-On Purchase: Check with your Salesforce account rep or review your invoices.
  API usage stats don’t confirm whether the API add-on is purchased. You may need to check permissions or ask Salesforce.

Integration User

The individual who connects the plugin (the Outreach Admin) must have the following permissions in Salesforce:

• Create, read, and edit data on required objects that need to be shown in Outreach including–but not limited to–Accounts, Contacts, Leads, Opportunities, User Roles, and more.
• Field-Level Security settings that allow the user profile to view and modify any mapped fields.
• User profile connecting Salesforce to Outreach must have the API Enabled option enabled under System Permissions.

CRM Integrations Overview

Connecting Outreach to SFDC

Here is an overview of the process for configuring an integration between Outreach and Salesforce.

1. Log in to Outreach as an Admin.
2. Click Administration > Integrations.
3. Click CRM.
4. Select the option that reflects your preference/CRM setup from among the three options available: Salesforce, Salesforce sandbox, and Microsoft Dynamics.
   Note: You can only have one plugin connected at a time.
5. In the ensuing pop-up, enter Salesforce login credentials for the intended integration user's. You may be prompted to separately log directly into Salesforce if not already logged in.

Common Connection Errors

You may encounter some errors when you try to set up the connection. Some common scenarios are:

• Admin Credentials required to connect: Make sure you use a Salesforce Administrator's login credentials to connect the Salesforce Sandbox or Production.
• Sandbox timeout issues: If experiencing connection breaks every 24-48+ hours (or more), check your timeout settings in Salesforce.

See also: Connecting & Testing Salesforce Plugin Environment

Sync: Conflict Resolution

Outreach has an intelligent Conflict Resolution layer to our Salesforce sync to mitigate discrepancies in data from simultaneous updates in Outreach and Salesforce.

For example, if your team is executing a task on a Lead in Outreach at the exact same time a Salesforce admin is updating a field on that same lead in Salesforce, most tools would encounter a row lock, or worse, one tool prioritizing their data over the other.

With Outreach, we’ll scan the lead field by field, to look for updates and apply/update accordingly.

Limits

Limits allow an admin to set limits on how many API calls Outreach can make on a given day. An API call is a request made by one system (Outreach) to another (Salesforce) through a defined interface, asking for data or services, which the second system then processes and returns a response for.

The API calls available are designated by the Salesforce environment, and if you need additional API calls, we recommend reaching out to your Salesforce representative.