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Salesforce Airdrop

DevRev's Salesforce Airdrop allows you to perform a bulk migration, ongoing 1-way sync, or ongoing 2-way syncs. A bulk import is a prerequisite to setting up a sync.

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For more information, refer to the Salesforce Airdrop snap-in on the DevRev marketplace.

Supported objects

The following is a list of Salesforce objects and their corresponding DevRev equivalent. Those marked as Sync to DevRev are eligible for import/sync to DevRev from Salesforce. Those marked as Sync to Salesforce are eligible to be synced to Salesforce from DevRev.

Salesforce ObjectDevRev ObjectSync to DevRevSync to Salesforce
CaseTicket
TaskTicket
ProblemTicket
IncidentTicket
Comment on Case/Task/Problem/IncidentComment on Ticket
Attachment on Case/Task/Problem/IncidentAttachment on Ticket
ProductProduct
AccountAccount
ContactContact
OpportunityOpportunity
LeadContact
Knowledge ArticleArticle
Custom ObjectCustom Object

Importing from Salesforce

Follow the steps below to import from Salesforce:

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Only Salesforce editions with API access are supported. Supported editions include Enterprise, Unlimited, Developer, and Performance. Additionally, the Professional edition is supported if API access has been purchased as an add-on.

  1. Go to Settings > Imports and click Start Import or Import.
  2. Create a new connection to your Salesforce account, or use an existing connection if you already have one.
  3. Once the connection is established, select the Salesforce account you want to import and specify the DevRev part that should be used for any imported cases without a product. This initiates a bulk import of the selected account.
  4. DevRev makes an effort to automatically map the fields from Salesforce to corresponding fields in DevRev. However, you may be prompted to manually map certain fields if needed. You can track the migration and perform any required mapping under Settings > Imports > Ongoing Imports.

The duration of the import depends on the size of the Salesforce account and the data being imported. It can take seconds for an account with only a few dozen cases to a few hours for an account with tens of thousands of cases with many attachments. DevRev honors the Salesforce API rate limits and back-off and resumes automatically.

Post import options

After a successful import, you have the following options available for the imported account:

  • Sync to DevRev:
    • This option allows you to synchronize any modifications made in Salesforce with the corresponding items previously imported into DevRev. It also creates new items in DevRev for any new items created in Salesforce after the last sync or import. This is a one-time operation.
  • Sync to Salesforce:
    • This option synchronizes any changes made in DevRev to previously synced Salesforce supported items back to Salesforce. It also creates any items marked in DevRev for creation in Salesforce. This is a one-time operation.
  • Periodic Sync:
    • By enabling this option, you can automatically sync new changes from Salesforce to DevRev on a periodic basis. The default frequency is once an hour.
  • View Report
    • This option allows you to access detailed information about the initial import and any subsequent syncs performed.
  • Delete Import
    • If you wish to remove the import and all items that were imported from Salesforce into DevRev, you can use this option.
  • Edit Connection
    • Use this option to change the connection used for any subsequent actions. It can be helpful if a connection becomes inactive or the user who established it is no longer available.

Historical imports

To view currently running and previous imports from various sources, including Salesforce, follow these steps:

  1. Go to Settings > Imports.

Sync to DevRev

After a successful import from a Salesforce account, you can choose to sync the imported data with DevRev. This feature imports any new items and any changes made to previously imported items from Salesforce.

To perform a one-time sync to DevRev, follow these steps:

  1. Go to Settings > Imports.
  2. Locate the previously imported project.
  3. Select > ⇾ From Salesforce Service to DevRev.
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This may override fields in previously imported items, even if they were modified in DevRev.

Sync to Salesforce

After a successful import from a Salesforce account, you can sync changes made in DevRev to the previously imported cases back to Salesforce. Additionally, any new DevRev tickets marked for sync is created as new Salesforce items.

To perform a one-time sync to Salesforce, follow these steps:

  1. Go to Settings > Imports.
  2. Locate the previously imported project.
  3. Select > ⇾ From DevRev to Salesforce Service.
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This may override fields in Salesforce of previously imported items, even if they were modified in Salesforce.

Mark a DevRev ticket for syncing

Using the Sync to Salesforce feature, it's possible to sync DevRev tickets to Salesforce. In order to sync a DevRev ticket to a specific Salesforce type, it must be marked for syncing. Marking a DevRev ticket for syncing can only be done during the creation of a new ticket. During ticket creation, select the dropdown for the Type, set it to the Salesforce account, and type the ticket should be synced to. The format is as follows: _salesforceservice {Salesforce Subdomain} {cases_ | _tasks_ | _problems_ | _incidents}_.

For example, if you want to sync a new case to a Salesforce account that's served through https://devrev.lightning.force.com, this would show as salesforceservice devrev cases.

After a DevRev work item has been marked for syncing, it's created in the specified Salesforce account the next time the Sync from DevRev to Salesforce runs. This can be triggered manually or automatically through a Periodic Sync. Future syncs keeps this item updated on both sides after it has been created in Salesforce.

Periodic sync

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DevRev highly recommends creating a new dedicated Salesforce account when setting up an ongoing 2-way sync.

Use a dedicated Salesforce account to create the Salesforce connection and set up the import. This prevents any individual Salesforce user from receiving too many Salesforce notifications.

After successfully importing from a Salesforce account, you have the option to enable a periodic sync. This allows for automatic synchronization between Salesforce and DevRev on a regular basis. By default, the sync occurs once an hour. The sync can be configured to be Sync to DevRev, Sync to Salesforce, or both.

To enable a periodic sync, follow these steps:

  1. Go to Settings > Imports.
  2. Locate the previously imported project.
  3. Select > Start Periodic Sync.

To disable a periodic sync, follow these steps:

  1. Go to Settings > Imports.
  2. Locate the previously imported project.
  3. Select > Stop Periodic Sync.

Delete import

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This deletes any content created by the import, including accounts, users, works, and parts.

Users not created by the import but created under an Airdrop account will also be deleted as part of the account deletion.

An import and all the content it creates can be deleted from DevRev. This can be useful when running POCs or to change the recipe used during the import. Once an import has been deleted, all the content it created gets deleted, even if they were modified in DevRev. It's possible to import the project again after its deletion.

To delete and import all the content it created, go to Settings > Imports > Past Imports, find the previously imported project, and select ⇆ > Delete Import.

Airdrop Salesforce scope and limitations

The following is a list of Airdrop Salesfoce scopes and limitations to keep in mind when performing a Salesforce Airdrop. These are Salesforce-specific limitations, there are also some generic Airdrop scopes and limitations.

Comments

  • Threaded case comments are not synced back to Salesforce.

Updates

  • Updates to Picklist_MultiSelect fields from DevRev are not loaded/synced back to Salesforce.