Salesforce can allow multiple Contacts associated to a single Task or Activity. ChurnZero is able to mirror this functionality, and the configuration steps and behavior are listed below.
Note: This only exists for Salesforce CRM integration with ChurnZero at this point in time. We highly recommend that this is implemented from the beginning of your integration with ChurnZero, as it can cause sync failures if enabled later on. Please work directly with your ChurnZero team to get this setup.
1. Turn on Shared Activities in your Salesforce account. Please provide your ChurnZero team with a screen shot of your Activity settings (shown below).
2. ChurnZero team will finalize the setup.
When the configuration is completed, you will see the ability to select a single Primary Contact, as well as multiple Secondary Contacts when creating a Task or logging an Activity.
For the Primary Contact selected, the open Task or Logged Activity will show on the Account and Contact level.
For the Secondary Contacts selected, the open Task or Logged Activity will show on the Contact level.
These tasks will also show with all Contacts associated on the Command Center.
In the scenario shown above, Contact 1, Contact 2, and Contact 3 are all from CompanyABC. The open Task or Logged Activity will show on the Account level for Company ABC (since the Primary Contact is on Company ABC), and show on the Contact level for Contact 1, Contact 2, and Contact 3.
There are some scenarios where the Primary Contacts and Secondary Contacts listed on the Task/Activity do not all reside on the same Account. The rule of thumb to remember is that the Task will live on the Primary Contact’s Account. In this scenario, the Primary Contact’s Account and Contact Tasks tab will show the Task. The Secondary Contacts will see the Task on their Contact level. If the Secondary Contacts reside on the same Account as the Primary Contact, it will appear on their Account as well.
You’ll notice a new field when segmenting on Activities called “Include Secondary Contacts.”
If you include the new filter for “Include Secondary Contacts,” all Contacts (Primary and Secondary) listed on the Activity will get credit. If you DO NOT include the filter for “Include Secondary Contacts,” only the Primary Contact will get credit for the Activity.