Salesforce journey actions

Overview

This page outlines the Salesforce actions available in Ortto after integrating Salesforce as a new data source. These actions can be used in both journey and playbook campaigns to update object records in Salesforce and fields in Ortto’s CDP.

Accessing Salesforce actions

Journeys: Open the journey and select edit > add a new shape > you can then select a Salesforce action.
Playbooks: Open the playbook and navigate to the actions tab at the top of the page > select new action > select the Salesforce tab and select the Salesforce action.

TIP: If you are using Person Accounts in Salesforce, refer to this article to learn how to use journey action shapes to update Person Accounts.

Create record, Update record, Create or update record

The following actions allow you to create or update a new object record in Salesforce:

Create record.
Update record.
Create or update record.

The available Salesforce object types are based on those imported after integrating Ortto with Salesforce.

Upon choosing one of the above actions:

On the Setup page, choose from one of the default Salesforce Object types.

NOTE: If you select the Object type: Opportunity, Ortto will update only the latest opportunity associated with a contact. The update record action cannot update all opportunities associated with a contact.

2. Depending on the Object type you choose, the associated set of Fields will then appear.

NOTE: See the table below for a full list of the fields available.

3. Once you select an object, you will see a section titled Record linking.

4. Complete the relevant fields for your chosen object type. Ortto will automatically pre-populate as many of these fields with appropriate merge tag values from your account’s CDP. However, you have the ability to specify your own merge tag values using the filter feature provided.

Populating a Salesforce field with a merge tag.

5. To add any additional Salesforce fields to the object you want to create, click Add field and select from the remaining Salesforce fields available to that object.

NOTE: Learn more about these fields on the Salesforce person fields and Salesforce organization fields pages.

6. Then, click either:

Test action: to test the Create/Update record action. This will actually execute the action and the results will be noticeable in your Salesforce service.
Create: to add the action to your journey or playbook campaign.

NOTE: If you specify your own merge tags to populate fields, ensure these values map to valid Salesforce field values for your chosen object type. Otherwise, Ortto will return the relevant Salesforce error and this Salesforce action will fail in the campaign it has been used in. Learn more about using filters in Working with filters.

NOTE: Occasionally, certain action shapes in a journey may fail temporarily due to various factors. In such cases, instead of marking the shapes as failed immediately, they will be reprocessed automatically up to 12 times. Learn more about how failed journey actions are retried.

TIP: When the Last name field is required, you can assign a fallback value to ensure that a person whose last name is unknown can still be created as a record in Salesforce. Learn how to do this.

Change campaign status

The Change campaign status action allows you to change the status of an existing member of a campaign in Salesforce.

NOTE: The status cannot be updated to the same value that is already set in Salesforce. While the Journey shape will still indicate a successful action, please be aware that the contact will not receive any updates from Salesforce regarding the status modification, as it remains unchanged.

The Salesforce object types available are based on those imported after integrating Ortto with Salesforce.

On the Setup, Change campaign status page, choose from one of your existing Salesforce Campaigns whose existing member’s status is to be changed.
From the Status field, choose a new Salesforce status for the existing member of this Salesforce campaign.
Click either:
- Test action — to test the Change campaign status action.
- Create — to add the action to your journey or playbook campaign.

NOTE: The test action will actually execute the action and the results will be noticeable in your Salesforce service.

Add to campaign

The Add to campaign action allows you to add a new member to a campaign in Salesforce, as well as set their status. The Salesforce object types available are based on those imported after integrating Ortto with Salesforce.

On the Setup, Add to campaign page, choose from one of your existing Salesforce Campaigns.
( Optional ) To set the status of this new member, click the Add field link > Status drop-down menu item.
From the new Status field, choose the Salesforce status for the new member being added to this Salesforce campaign.
Click either:
- Test action — to test the Add to campaign action.
- Create — to add the action to your journey or playbook campaign.

NOTE: The test action will actually execute the action and the results will be noticeable in your Salesforce service.

Example list of Salesforce campaigns available for selection.

Remove from campaign

The Remove from campaign action allows you to add a new member to a campaign in Salesforce, as well as set their status. The Salesforce object types available are based on those imported after integrating Ortto with Salesforce.

On the Setup, Remove from campaign page, choose from one of your existing Salesforce Campaigns.
Click either:
- Test action — to test the Add to campaign action.
- Create — to add the action to your journey or playbook campaign.

NOTE: The test action will actually execute the action and the results will be noticeable in your Salesforce service.

Salesforce object types and fields

The following table details the Salesforce object types and fields available to select when creating or updating a record.

Object type	Fields	Description
Account	Account Name	The name of the Salesforce account’s organization.
	Billing City	The city portion of the Salesforce account’s billing address.
	Billing Country	The country portion of the Salesforce account’s billing address.
	Billing Zip/Postal Code	The zip or postal code portion of the Salesforce account’s billing address.
	Industry	The primary business (selectable from a Salesforce picklist value) of the Salesforce account.
	Employees	The number of people employed by the Salesforce account.
	Owner	The name of the Salesforce account’s assigned owner. This field allows you to choose between: Round robin — allows you to select from a set of users configured in your Salesforce service. Each time this action is executed within your journey or playbook campaign, a different user (from the set of selected users) is chosen to be the Salesforce account’s assigned owner. Merge tag — allows you to choose from a filterable person within Ortto’s CDP. NOTE: Ensure these values map to valid Salesforce users. Otherwise, Ortto will return the relevant Salesforce error and this Salesforce action will fail in the campaign it has been used in.
	Account Site	The URL of the website of the Salesforce account.
Campaign	Name	The name of the lead or contact that belongs to the Salesforce campaign.
Campaign Member	Campaign	The identifying name of the Salesforce campaign itself.
Contact	Last Name	The last name of the Salesforce contact.
	Account	The name of the Salesforce account that the Salesforce contact is linked to.
	Email	The email address of the Salesforce contact.
	First Name	The first name of the Salesforce contact.
	Mailing City	The city portion of the Salesforce contact’s mailing address.
	Mailing Country	The country portion of the Salesforce contact’s mailing address.
	Mailing Zip/Postal Code	The zip or postal code portion of the Salesforce contact’s mailing address.
	Owner	The name of the Salesforce account’s assigned owner. This field allows you to choose between: Round robin — allows you to select from a set of users configured in your Salesforce service. Each time this action is executed within your journey or playbook campaign, a different user (from the set of selected users) is chosen to be the Salesforce account’s assigned owner. Merge tag — allows you to choose from a filterable person within Ortto’s CDP. NOTE: Ensure these values map to valid Salesforce users. Otherwise, Ortto will return the relevant Salesforce error and this Salesforce action will fail in the campaign it has been used in.
	Business Phone	The primary business number of the Salesforce contact.
Lead	Company	The name of the company with which the Salesforce lead is affiliated. This value is originally sourced from the Dun & Bradstreet (D&B) name in Salesforce.
	Last Name	The last name of the Salesforce lead.
	City	The city portion of the Salesforce lead’s address.
	Country	The country portion of the Salesforce user’s/lead’s address.
	Email	The email address of the Salesforce lead.
	First name	The first name of the Salesforce lead.
	Owner	The name of the Salesforce account’s assigned owner. This field allows you to choose between: Round robin — allows you to select from a set of users configured in your Salesforce service. Each time this action is executed within your journey or playbook campaign, a different user (from the set of selected users) is chosen to be the Salesforce account’s assigned owner. Merge tag — allows you to choose from a filterable person within Ortto’s CDP. NOTE: Ensure these values map to valid Salesforce users. Otherwise, Ortto will return the relevant Salesforce error and this Salesforce action will fail in the campaign it has been used in.
	Phone	The primary phone number of the Salesforce lead.
	Zip/Postal Code	The zip or postal code portion of the Salesforce lead’s address.
Opportunity	Close date	The date when the Salesforce opportunity was closed.
	Name	The name of the Salesforce opportunity’s contact.
	Stage	The current stage of the Salesforce opportunity, based on selections made from a predefined list in Salesforce. For example, Prospect or Proposal.
	Account	The name of the Salesforce account. This field allows you to choose between: Merge tag — allows you to choose from a filterable organization (for a Salesforce account) within Ortto’s CDP. A specific account name in Salesforce. NOTE: Ensure the merge tag values map to valid Salesforce accounts. Otherwise, Ortto will return the relevant Salesforce error and this Salesforce action will fail in the campaign it has been used in
Task	Due Date Only	The date when the Salesforce task is due.
	Status	The Salesforce status of the Salesforce task. For example, "not started" or "completed."
	Subject	The Salesforce subject of the Salesforce task.