Purpose
This article highlights the conversion of leads to opportunities in Salesforce and how the information syncs back to Allbound via the integration.
The Initial Sync of a New Deal:
In Allbound's standard pipeline integration, a deal registration is submitted in Allbound by a partner user of the portal (typically a referral partner sales rep), which syncs to Salesforce as a new Lead. When the lead is first generated by the integration in Salesforce from Allbound, an Allbound ID is generated on the lead record. The Lead then has an Allbound ID AND a CRM ID. The CRM ID is the unique identifier that is generated on the record by Salesforce. The integration patches back the CRM ID onto the posted deal that corresponds to the lead in Allbound, which binds the connection of that record between both platforms.
Lead to Opportunity Conversion:
When a lead containing an Allbound ID is converted to an Opportunity in Salesforce, the Allbound ID must transfer from the lead record to the new opportunity record that is generated from the conversion of the lead. This workflow is handled entirely by Salesforce. It is recommended that the SFDC admin maps the Allbound ID field on the lead object to the Allbound ID field on the opportunity object. This can be done in the Salesforce setup by navigating to the Lead Conversion Field Mapping center.
Troubleshooting - Opportunities that fail to sync to Allbound:
If a lead containing an Allbound ID has been converted to an opportunity, but the opportunity information has not synced back to Allbound from Salesforce, please see below for troubleshooting steps.
Check to make sure that the Allbound ID field on the opportunity is not empty.
- Stage Mapping Issue: In this scenario you must check the stage of the opportunity record in Salesforce and make sure the stage is accounted for in the mapping of the Allbound Integration Manager.
- If the Allbound ID is present on the opportunity but the Timeline on the deal posted in Allbound does not reflect updates from the API user, then the issue is most likely related to the Stage having been incorrectly mapped, or not accounted for.
- (Please make sure to alert Allbound Support whenever you make changes to your opportunity stages, as well as lead statuses)
- If the Allbound ID is present on the opportunity but the Timeline on the deal posted in Allbound does not reflect updates from the API user, then the issue is most likely related to the Stage having been incorrectly mapped, or not accounted for.
(Must be completed by an Allbound employee. This configuration is not available to Allbound administrators or end users. In this case, you must open an Allbound Support Ticket or email help@allbound.com)
MOST COMMON SCENARIO - Opportunity is Missing Allbound ID
If a lead is converted to an Account and Contact, but an Opportunity was not created upon conversion, then the Allbound ID of the lead is lost, which causes a disconnect in the integration with the deal record. This is because the deal object in Allbound is only connected to lead records and opportunity records. It is not connected to customer contacts or accounts, as these records are not needed by Allbound to progress the deal. The deal progression belongs to the leads and the opps.
Lead converted to Contact or Account: Check in Salesforce to make sure the Lead was converted to an Opportunity.
- In most cases, this means that the end user who converted the lead either converted the record to an account, or converted it to a contact in Salesforce, instead of converting it directly to an opportunity.
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- In this scenario, the Allbound ID was unable to transfer from the lead to the opportunity automatically.
- You can manually account for this fix by taking the Allbound ID of the deal in Allbound and adding it to the opportunity record. However, we don’t want this to become a manual workflow, because it could cause other issues.
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- NOTE: If an Allbound ID is manually added to an opportunity record that did not belong/relate to the original lead that was synced from an Allbound deal, then the data in Allbound will be overwritten with the data from the opportunity record that lives in Salesforce. This can become very tricky to analyze and recover. It can also be confusing for the end user in Allbound.
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- As a best practice, we recommend educating the end user on the Salesforce side how to properly convert a lead to an opportunity record, especially when it originated from Allbound. We leave this in the hands of the Partner Channel Manager, AEs, or whomever is appointed to manage the Channel Sales Team on the Salesforce side responsible for converting leads and progressing sales/deals.
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