StarterPak: HubSpot and Dynamics CRM Lead and Contact Synchronization

Transcription

1 StarterPak: HubSpot and Dynamics CRM Lead and Contact Synchronization Version 1.1 2/10/2015

2 Important Notice No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, photocopying, recording, or otherwise, without prior written consent of Scribe Software Corporation. No patent liability is assumed with respect to the use of the information contained herein. While every precaution has been taken in the preparation of this book, Scribe Software Corporation assumes no responsibility for errors or omissions. This publication and features described herein are subject to change without notice. Scribe Software Corporation makes no representations or warranties, either expressed or implied, by or with respect to anything in this manual, and shall not be liable for any implied warranties of merchantability or fitness for a particular purpose or for any indirect, special or consequential damages. Disclaimer The names of companies, products, people, and/or data used in window illustrations and sample output are fictitious and are in no way intended to represent any real individual, company, product, or event, unless otherwise noted. Trademarks Scribe Online is a trademark of Scribe Software Corporation. All other products or services mentioned in this document are identified by the trademarks or service marks of their respective companies or organizations. Scribe Software Corporation disclaims any responsibility for specifying which marks are owned by which companies or organizations. Publishing Information Scribe Software Corporation. All rights reserved.

3 Contents HubSpot and Dynamics CRM Lead and Contact Synchronization StarterPak 1 StarterPak Contents 1 Requirements 3 About The Ignore User 3 Preparing The StarterPak 4 Download And Extract The Files From The Zip File 4 Import The Dynamics CRM Managed Solution 4 Create Custom Properties In HubSpot 4 Configuring The Scribe Online Connections 5 Configure The Dynamics CRM Connection 5 Configure The HubSpot Connection 5 Configure The Scribe Online Solution 6 HubSpot And Dynamics CRM Maps 8 Map Descriptions 8 Use Cases Behind The Map 8 Use Cases 9 CRM Lead To HS Contact Share And Update 9 CRM Contact To HS Contact Share And Update 9 HS Contact To CRM Lead/Contact Share And Update 9 CRM Opportunity Assigned To CRM Contact To HS Contact State (Lifecycle) = "Opportunity" 10 CRM Opportunity State = "Closed-Won" To HS Contact State (Lifecycle) = "Customer" 10 Set Donotbulk Option 11 Additional Notes And Known Issues 12 Making Schema Changes 12 Version 1.1 StarterPak: HubSpot and Dynamics CRM Lead and Contact Synchronization - i -

4 Annual Revenue 12 Account Contact Information 12 Time Lag 12 StarterPak: HubSpot and Dynamics CRM Lead and Contact Synchronization Version ii -

5 HubSpot and Dynamics CRM Lead and Contact Synchronization StarterPak HubSpot And Dynamics CRM Lead And Contact Synchronization StarterPak Welcome to Scribe s StarterPak for HubSpot and Dynamics CRM Lead and Contact Synchronization. This StarterPak integrates leads and contacts in Dynamics CRM to contacts in HubSpot. The StarterPak also integrates HubSpot Contacts to Dynamics CRM Contacts or Leads to include HubSpot Contact Activity Information. This StarterPak uses one Scribe Online Solution. Data is synchronized between HubSpot and Dynamics CRM as shown: This StarterPak is available from the Scribe Downloads page as a downloadable ZIP file called ScribeSolutionPak-HubSpot-DynamicsCRM-Lead&Contact-Sync_v1_1.zip. StarterPak Contents The ScribeSolutionPak-HubSpot-DynamicsCRM-Lead&Contact-Sync_v1_1.zip file includes: HubSpotAndDynamicsCRM.xml An XML file containing the Scribe Online IS maps that define the mappings between Dynamics CRM leads and contacts, and HubSpot contacts. You import this file into your Scribe Online Solution. ScribeSolutionforHubSpotIntegration_2_0_0_managed.zip A managed package for Dynamics CRM Online and On-Premise 2013 deployments. Version 1.1 StarterPak: HubSpot and Dynamics CRM Lead and Contact Synchronization - 1 -

6 HubSpot and Dynamics CRM Lead and Contact Synchronization StarterPak This package creates new custom fields and web resources for the Lead and Contact entities as shown below. Custom Fields Custom Web Resources Import ScribeSolutionforHubSpotIntegration_2_0_0_managed.zip into Dynamics CRM in zip form. Do not unzip this file. StarterPak: HubSpot and Dynamics CRM Lead and Contact Synchronization Version

7 HubSpot and Dynamics CRM Lead and Contact Synchronization StarterPak Requirements In addition to the StarterPak, your site needs: A subscription (trial or paid) to Scribe Online Integration Services (IS). A Dynamics CRM 2013 system, either Online or On-Premise. A Dynamics CRM user with appropriate credentials and permissions to: o o Import managed packages Edit page layouts A Dynamics CRM user (who can be the same user as above), and the full name of that user for setting the Ignore User Filter with appropriate credentials and permissions to create and update the entities to which the StarterPak integrates. Access to a HubSpot account. A HubSpot user with appropriate credentials and permissions to create custom Contact Properties. About The Ignore User The ignore user is a special user that you designate for Scribe Online to use when it logs in to Dynamics CRM to change data in Dynamics CRM. For this StarterPak, the Dynamics CRM user that you specified for the Dynamics CRM Connection you created is used as the ignore user. The StarterPak identifies new and changed data to integrate from Dynamics CRM based on the modifiedbyname field. If a record has been updated by this user since the last time the Solution ran, the record is not selected to be integrated to HubSpot. Without an ignore user, updates can bounce back and forth between the two systems in an endless loop. Version 1.1 StarterPak: HubSpot and Dynamics CRM Lead and Contact Synchronization - 3 -

8 Preparing The StarterPak Preparing The StarterPak This section describes the high-level tasks for creating a Scribe Online solution. For information about a task or Scribe Online, see the Scribe Online Help Center. Download And Extract The Files From The Zip File Download ScribeSolutionPak-HubSpot-DynamicsCRM-Lead&Contact-Sync_v1_ 1.zip from the Scribe Downloads page. Extract the files to a folder accessible by Scribe Online and Dynamics CRM. Import The Dynamics CRM Managed Solution Import the ScribeSolutionforHubSpotIntegration_2_0_0_managed.zip managed solution into Dynamics CRM. Create Custom Properties In HubSpot The fields below are used in the Dynamics CRM lead->hubspot contact: share and update and Dynamics CRM contact->hubspot contact: share and update maps to enable HubSpot to include the Dynamics CRM Owner information in marketing campaigns. If you do not want to implement this functionality, do not create these custom properties and remove the links from these maps. Add the following custom properties to the Contact in HubSpot. 1. CRM Owner Name Label: CRM Owner Name Name: default Description: CRM Owner Name Group: (default) Contact Information or whatever desired. Field Type: Single Line Text Use in forms: default YES 2. CRM Owner Label: CRM Owner Name: default Description: CRM Owner Group: (default) Contact Information or whatever desired. Field Type: Single Line Text Use in forms: default YES StarterPak: HubSpot and Dynamics CRM Lead and Contact Synchronization Version

9 Configuring The Scribe Online Connections Configuring The Scribe Online Connections For this Solution, Scribe recommends that you create your connections from the Connections page because you must assign these global connections to each map. For information, see Adding Connections. Configure The Dynamics CRM Connection Configure the Dynamics CRM Connection as described in Scribe Online Connector For Dynamics CRM. Verify that you have credentials and permissions to create and update contacts and leads. If you are using an existing Dynamics CRM Connection, refresh the metadata as described in Managing Connections. Configure The HubSpot Connection Configure the HubSpot Connection as described in Scribe Online Connector For HubSpot. Version 1.1 StarterPak: HubSpot and Dynamics CRM Lead and Contact Synchronization - 5 -

10 Configure The Scribe Online Solution Configure The Scribe Online Solution After you create Scribe Online Connections, configure a Solution. The order of the maps in the Solution Instance was defined as the Solution was developed. Changing this order without understanding the function of each map produces unexpected results. Scribe suggests that you leave the schedule set to On Demand until you have implemented and tested the StarterPak. 1. Configure Step 1 and Step 2 of the Solution. See Configuring An IS Scheduled Solution. 2. On Step 3, Defining a Map, click Import, browse to and import the HubSpotAndDynamicsCRM.xml file, which contains the maps for this Solution. See Exporting and Importing Maps. The maps you import show as Incomplete. 3. Open each map, select the source and target connections, and make any changes to the map needed to suit your business requirements. 4. For each of the following maps, add an ignore user: Dynamics CRM lead -> HubSpot contact: share and update Dynamics CRM contact -> HubSpot contact: share and update To add an ignore user: a. Open the Query block. b. Click the Filter tab. c. Select the filter with the modifiedbyname field. d. Change the Value to the user s full name for the User specified in the selected Dynamics CRM Connection. StarterPak: HubSpot and Dynamics CRM Lead and Contact Synchronization Version

11 Configure The Scribe Online Solution 5. Update the Contact relationship for the Dynamics CRM contact -> HubSpot contact: share and update map: While this step may not be necessary for all systems, not performing this step may cause the following fatal error to be raised when first running the Solution: The following error has occurred in the Dynamics CRM Connector: No system many-to-many relationships exist between contact and account. If attempting to link through a custom many-to-many relationship ensure that you provide the from and to attributes. 6. a. Open the Dynamics CRM contact -> HubSpot contact: share and update map. b. Open the Query CRM active contacts block. c. Make a note of the related: Entity (account) Relationship (contact_customer_accounts) Type (Parent) Join (Outer) d. Delete this relationship line. e. Click OK. f. Click Save to save the map but not exit. g. Reopen the query block and click New to re-add the identical relationship that you just removed. Version 1.1 StarterPak: HubSpot and Dynamics CRM Lead and Contact Synchronization - 7 -

12 HubSpot And Dynamics CRM Maps HubSpot And Dynamics CRM Maps This section provides details about the maps included in this StarterPak. For more information on the specific field mappings, review the maps in Scribe Online. Map Descriptions Dynamics CRM lead->hubspot contact: share and update Integrates into HubSpot all Dynamics CRM Open leads, with a status of Qualified or Disqualified, created or updated since the last run time. Because qualifying a lead in Dynamics CRM 2013 creates a contact record, the create contact map integrates into HubSpot any Dynamics CRM leads entered and qualified before the map runs. Dynamics CRM contact->hubspot contact: share and update Integrates into HubSpot all active Dynamics CRM contacts that have been created or updated since the last run time. HubSpot contact->dynamics CRM lead: share and update Creates as leads in Dynamics CRM all contacts created in HubSpot that do not exist in Dynamics CRM as either leads or contacts. If the HubSpot Contact exists in Dynamics CRM as a Lead or Contact, the record is updated. If the hs_ _optout option is set to True in HubSpot, the Dynamics CRM Bulk field is set to "Do Not Allow." Updates the custom HubSpot fields in Dynamics CRM with the corresponding data from HubSpot, if it exists. Set HubSpot contact Lifecycle to "Opportunity" Sets a HubSpot contact's lifecycle state to "Opportunity" when an Open Dynamics CRM Opportunity is assigned to the related Dynamics CRM contact. Set HubSpot contact Lifecycle to "Customer" Sets a HubSpot contact's lifecycle state to "Customer" when a Won Dynamics CRM Opportunity is assigned to the related Dynamics CRM contact. Use Cases Behind The Map The maps in this StarterPak were developed based on a number of use cases and are intended as starting points from which you can build a complete solution. Use cases are written in the format, As a [role name], I want [functionality], and may include specific acceptance criteria. In developing this StarterPak, the use cases were used to define the scope and functionality of the maps. Additionally: In the use cases, changes in records are determined by filtering source queries for records that have been recently updated. Where necessary, records are filtered out when they have Dynamics CRM as the source and they were last updated by the user account that the integration uses to make changes to eliminate bounce back. Because HubSpot does not include a field that logs the user who last modified a record, records that have HubSpot as the source could not use this technique on maps. StarterPak: HubSpot and Dynamics CRM Lead and Contact Synchronization Version

13 HubSpot And Dynamics CRM Maps Use Cases This section describes the use cases on which the maps are based to help you determine the scope of the out-of-the-box StarterPak. CRM Lead To HS Contact Share And Update Dynamics CRM leads have 3 possible state codes Open, Qualified, Disqualified: Open As a solution implementer, I want to create as contacts in the HubSpot system all Open leads with an address that are created or updated in the integrated Dynamics CRM system. The address acts as a cross-reference key. Qualified In Dynamics CRM 2013, Qualified leads become contacts that are processed by the maps that integrate Dynamics CRM contacts. I do not want them processed by the maps that integrate leads. Disqualified Disqualified leads are filtered out of lead integration maps. Map Name: Dynamics CRM lead->hubspot contact: share and update CRM Contact To HS Contact Share And Update Dynamics CRM contacts have 2 possible state codes Active and Inactive: Active As a solution implementer, I want to create, as contacts in the HubSpot system, all Active contacts with an address that are created or updated in the integrated Dynamics CRM system. The address is the cross-reference key. Inactive Inactive contacts are filtered out of contact integration maps. Map Name: Dynamics CRM contact->hubspot contact: share and update HS Contact To CRM Lead/Contact Share And Update As a solution implementer, I want to create as leads in Dynamics CRM, all contacts created in HubSpot that do not exist in Dynamics CRM as leads or contacts. Existing Dynamics CRM Leads or Contacts should be updated with changes. Additionally, I want to update with the profile link and other HubSpot-related data, all contacts that have been integrated from Dynamics CRM into HubSpot. The address acts as the match key. If the HubSpot contact address is found in a unique Dynamics CRM contact, update that record and stop processing for that source record. If the HubSpot contact address is found in multiple Dynamics CRM contacts, log a useful error. If the HubSpot contact address is not found in any Dynamics CRM contact, check leads and follow the same logic as for contacts. Version 1.1 StarterPak: HubSpot and Dynamics CRM Lead and Contact Synchronization - 9 -

14 HubSpot And Dynamics CRM Maps If the HubSpot contact address is not found in any Dynamics CRM contact or lead, create the HubSpot contact as a lead in Dynamics CRM. If a single HubSpot contact address exists in both a Dynamics CRM contact and a Dynamics CRM lead, update the Dynamics CRM contact and stop processing for that row, per the first bullet. Map Name: HubSpot contact->dynamics CRM lead: share and update CRM Opportunity Assigned To CRM Contact To HS Contact State (Lifecycle) = "Opportunity" As a solution implementer, I want to move to HubSpot, as updates to the related contacts, all updates to Open Dynamics CRM opportunities assigned to HubSpot contacts, and to set the contacts' lifecycle stage to "Opportunity". The map queries all Open Dynamics CRM opportunities joined with the parent contact. If the Dynamics CRM contact does not exist, because there is no matching address, create the contact in HubSpot. If the Dynamics CRM contact address is found in HubSpot, update the contact to set the lifecycle stage to "Opportunity". Map Name: Set HubSpot contact Lifecycle to "Opportunity" CRM Opportunity State = "Closed-Won" To HS Contact State (Lifecycle) = "Customer" As a solution implementer, I want to move to HubSpot, as an update to the related contact, all updates to Won Dynamics CRM opportunities and assigned to a HubSpot contact and set the contacts' lifecycle stage to "Customer". The map queries all Won Dynamics CRM opportunities joined with the parent contact. If the Dynamics CRM contact does not exist, because there is no matching address, create the contact in HubSpot. If the Dynamics CRM contact address is found in HubSpot, update the contact to set the lifecycle stage to "Customer". Map Name: Set HubSpot contact Lifecycle to "Customer" StarterPak: HubSpot and Dynamics CRM Lead and Contact Synchronization Version

15 HubSpot And Dynamics CRM Maps Set Donotbulk Option As a StarterPak implementer, I want HubSpot contacts that are opted out of campaigns to have the donotbulk option set to TRUE on the corresponding Dynamics CRM lead or contact. The hs_ _optout option can be set in HubSpot. After the hs_ _optout option has been set in HubSpot, this option cannot be cleared. The donotbulk option can be set or cleared in Dynamics CRM. Clearing the donotbulk option in Dynamics CRM does not affect the hs_ _ optout option in HubSpot. Map Name: HubSpot contact->dynamics CRM lead: share and update Version 1.1 StarterPak: HubSpot and Dynamics CRM Lead and Contact Synchronization

16 Additional Notes And Known Issues Additional Notes And Known Issues This StarterPak was designed to be flexible in a variety of business use cases. You may need to modify the maps to support your specific business process. Making Schema Changes After you create your connections, if you add any fields to either the HubSpot or Dynamics CRM schemas, you must refresh your metadata for any HubSpot or Dynamics GP connections. See Editing Connections. If you want to map these new fields: 1. Open the desired map. 2. View the new fields. 3. Map the new fields as appropriate. Annual Revenue This solution supports only integers in the annual revenue fields. This is due to the data type differences between Dynamics CRM and HubSpot fields. Account Contact Information When a lead is qualified in Dynamics CRM, contact information is found on the corresponding contact record that is created, and company information is found on the corresponding account record that is created. When the contact is integrated to HubSpot, the StarterPak joins the Dynamics CRM contact and account entities to get the company information for the HubSpot contact. If you update company information in HubSpot for these shared contact records, the updates are not reflected in Dynamics CRM, because the StarterPak updates Dynamics CRM contacts, not accounts, and the company information is stored on the Dynamics CRM account. Conversely, if you update the company information on a Dynamics CRM account, the changes are not reflected in HubSpot, because Dynamics CRM accounts are not integrated to HubSpot via the StarterPak. Time Lag Changes made in HubSpot may not be immediately available for querying by the API. Target systems do not reflect HubSpot changes until those changes are available to the API. Because of this internal processing by HubSpot, changes made in HubSpot Contact Synchronization may take more than one run of a Solution to appear in the target system. This delay is dependent on the timing of HubSpot internal processing and the run interval of Solutions with HubSpot as the source. StarterPak: HubSpot and Dynamics CRM Lead and Contact Synchronization Version