Sync Golden Records to CRM (BETA) – KORE Help Center

Overview

Golden Records represent the best information you have about an individual, pulled from multiple data sets. This data, including tags and attributes, can be synced into your CRM so that the best data is available where you need it most.

Note: This feature will update and/or create CRM Contacts/Persona Accounts base on the CRM IDs that are matched to a golden record group as the result of the user defined Matching Rules. Helix will not 'rematch' the golden record to the CRM data prior to syncing the data into CRM. Instead the relationship between the Helix golden record and the CRM record will persist as data changes resulting in Helix updating that CRM record with the new updated information.

Contact your KORE Success Manager to request this feature. Once enabled, you can configure or review CRM Sync by opening the Golden Record Management tab, then clicking the "Sync to CRM" step at the top. Once CRM Sync is enabled, it runs following each Golden Records update process (nightly US Pacific time or every two hours, depending on how often you update tags and/or attributes).

Warning: If you edit a contact record directly in your CRM, your changes may be overwritten during the next Golden Record sync to CRM. To minimize this risk, ensure that your Helix data sets include your CRM and that your tiebreaker rules prioritize "Updated On (Source)" in descending order. However, the CRM updates could still be overwritten if they were made during Golden Record processing. For that reason, we recommend that Sync to CRM users only update tags and attributes nightly.

Settings

The Sync to CRM page provides several settings you can configure, described below. Click the Save button when finished.

Note: Once data is synced into the CRM, it won't be removed or undone if you change these settings later. All Golden Record data previously synced to your CRM will remain there until overwritten during a future sync or changed directly in the CRM (either manually or by other software you use).

Choose CRM Data Set

Select the Helix display name of the data set which is your CRM. Helix will use the associated record IDs to identify which records to sync. The data set names are customizable and some organizations have more than one CRM (for example, a decommissioned one that still contains historical data) so Helix doesn't attempt to guess which data set to use.

Sync Golden Records

You can select a specific audience to sync data for. If this is left blank, Helix will sync all Golden Records into CRM—however, depending on your data, this could create a large number of incomplete contacts and use an excessive amount of CRM system storage. We strongly recommend configuring an audience for this purpose.

Note: If Enable Sync is turned on and you change the selected audience, a sync will begin immediately after saving the change. You won't have to wait for the next scheduled sync.

Ticketing Databases

Because an organization can have multiple ticketing systems, Helix needs to know which specific source a ticketing ID number is tied to. In the first box, select the Helix display name of the data set that is your ticketing database. In the second box, select the database name as used in your CRM's KORE Ticketing module.

If you have more than one ticketing system—even if they are provided by the same vendor—use the + (plus) icon to add another line. Use the trashcan icon to remove a line if necessary.

Sync Data Elements to CRM

Here, map Golden Record fields to their corresponding CRM fields. You can choose which Golden Record fields to sync into CRM; it doesn't have to be all of them. You can also map Tags and Attributes to custom fields in your CRM—the name of the Tag or Attribute will be copied into the CRM field. Use the + (plus sign) to add additional lines or the trash icon to remove a line.

Important: You can change these mappings later. However, deleting a mapping will not remove any data already synced to the associated CRM field.

Enable Sync

Only use this slider when you're certain that you're ready to begin syncing. We strongly recommend reviewing many Golden Records and the list of audience members before enabling the sync. Although you can turn the sync off later, syncing cannot be undone.

Review results

CRM Sync History (logs)

Once the sync is configured, you can view the most recent transaction applied to a given CRM record. Click the CRM Sync History button.

Use the tools in the top right to choose which transactions to see. The dropdown list allows you to filter by successful or failed transactions. Use the search box to find a specific Golden Record ID or source CRM ID to investigate a particular record.

If there have been any failures, use the Bulk Re-Sync button to retry. If you continue to see failures, use the copy icon to copy the details to your clipboard. This may help you identify the problem. If you need to open a support ticket, be sure to include these details.

Merge Review (duplicate CRM contacts)

Important: If Helix discovers duplicate CRM contacts, it won't update either one during the sync.

During a sync, Helix may discover cases where an individual has more than one contact record in your CRM. Helix cannot identify which one of the CRM contacts should be considered the "main" one. (Helix tiebreakers can identify the best contact information, but there could be active sales opportunities open for the CRM contact which has less in common with the Golden Record, for example.)

Helix can help you manually merge these CRM contacts. Click the Merge Review button to view a list of Golden Records with more than one source record from your CRM. Click a row to view the CRM IDs connected to the Golden Record. Here, you can select which (if any) of the CRM records to merge together. You can also click the column layout icon to choose which fields to display in this view.

Select a merge target to identify which CRM ID will be kept; data from the others will be merged into it. (The Golden Record sync will update the contact details after merging.) Once you've selected a merge target and at least one other record, the Merge button will be available. When you click it, Helix will use the CRM's merge functionality for you. (CRMs only allow merging two records at a time; if you chose more than one record to merge into the target, Helix will perform multiple merge operations for you.)

Note: When you merge CRM contacts, Helix immediately copies the Golden Record details into the merge target CRM record instead of waiting for the next sync.

Important: Due to Microsoft and Salesforce API limitations, Helix can only move activities and opportunities to the merge target. Instead, all of the merge target's CRM fields will be preserved and the duplicate record's fields will be discarded. To ensure the merge target gets the best data, ensure all the fields are mapped and part of the Golden Record.

If for any reason you don't want to merge one of the records, you can mark it and click the Ignore button to prevent it from being flagged again (starting with the next sync). After doing so, it will not show up in the Merge Center again unless there is another duplicate record. (In that case, this record will have an "Ignore" status to indicate you've already handled it.)