CRM System Native Integration

Table of Contents

1. Table of Contents
2. Introduction
   1. Purpose
   2. Audience
   3. Prerequisites
   4. Overview
3. Available CRM Systems
4. Data Types & Sync Criteria
   1. Overview
   2. Customer
      1. Sync Direction
      2. Sync Trigger Criteria
      3. Existing Customer Link Criteria
      4. How to Create a new Customer in the CRM System from QBench
      5. How to Update a Customer in the CRM System from QBench
      6. How to Delete a Customer in the CRM System from QBench
   3. Contact
      
      1. Sync Direction
      2. Sync Trigger Criteria
      3. How to Create a new Contact in the CRM System from QBench
      4. How to Update a Customer in the CRM System from QBench
      5. How to Delete a Customer in the CRM System from QBench
5. Use Cases
   1. New QBench Implementation with a Pre-Existing CRM System
   2. Existing QBench Implementation with a Pre-Existing CRM System
   3. New QBench Implementation with no Pre-Existing CRM System
   4. Existing QBench Implementation with no Pre-Existing CRM System
6. CRM Systems Unique Specifications
   1. Editable Fields in CRM System

Introduction

Purpose

This integration exists to integrate QBench with a wide range of popular CRM (Customer Relationship Management) Systems, creating a seamless experience keeping important CRM information up-to-date.

Audience

Target audience is for anyone setting up and using the CRM integration system in QBench.

Prerequisites

1. You have created an Integration in QBench.
2. You must have the Integration Module enabled in QBench.
3. You must have one of the following CRM systems listed in the Available CRM Systems section.

Overview

This article will describe the various requirements for the CRM Sync to run in QBench, as well as describe any behaviors the Integration may have.

Available CRM Systems

1. Salesforce CRM
2. HubSpot

Data Types & Sync Criteria

Overview

QBench Data Type	Normalized Accounting Data Type	Sync Direction	Sync Time
Customer	Account	QBench → CRM System	Hourly
Contact	Contact	Qbench → CRM	Hourly

Customer

Sync Direction

Customers will only sync from QBench to the CRM System.

Sync Trigger Criteria

To trigger a Customer to be synced by the Integration System, the Customer have a field that maps to "Name" and has been updated/created since the last Integration run.

Existing Customer Link Criteria

Review the logic present in the Sync on Fields section.

How to Create a new Customer in the CRM System from QBench

1. Customer must have a "Name" filled out.

The Customer in QBench will be created in the CRM System the next time the Integration runs.

How to Update a Customer in the CRM System from QBench

1. Customer must have a "Name" filled out.

Note: Not all fields are able to be updated in the CRM System. Review the CRM Systems Unique Specifications for more information on which fields are able to be synced.

The Customer in QBench will be updated in the CRM System the next time the Integration runs.

How to Delete a Customer in the CRM System from QBench

Not currently supported. You must manually delete the Customer in the CRM System.

Contact

Sync Direction

Contacts will only sync from QBench to the CRM System.

Sync Trigger Criteria

To trigger a Contact to be synced by the Integration System, the Contact must:

1. Have a field that maps to "Email Address"
2. Be linked to a Customer that has already been synced to the CRM System
3. Have been updated/created since the last Integration run

Existing Contact Link Criteria

Review the logic present in the Sync on Fields section.

How to Create a new Contact in the CRM System from QBench

Contact must have "Email Address", "First Name", "Last Name", and "Phone Number" filled out.

The Contact in QBench will be created in the CRM System the next time the Integration runs.

How to Update a Contact in the CRM System from QBench

Contact must have "Email Address" filled out and must have been previously synced.

Note: Not all fields are able to be updated in the CRM System. Review the CRM Systems Unique Specifications for more information on which fields are able to be synced.

The Contact in QBench will be updated in the CRM System the next time the Integration runs.

How to Delete a Contact in the CRM System from QBench

Not currently supported. You must manually delete the Contact in the CRM System.

Known Limitations

1. A Contact cannot be created without an email address. Attempting to do so will result in a NoEmailForContactException error.
2. A Contact cannot be updated without an email address. Attempting to do so will result in a NoEmailForContactException error.
3. A Contact cannot be linked to more than one Customer. Attempting to do so will result in a ContactWithMoreThanOneCustomerException error.

Use Cases

New QBench Implementation with a Pre-Existing CRM System

In this tutorial, we will go over how to get started with the CRM System Integration given you have a pre-existing CRM System that you would like to start using with a new QBench Instance.

Customers

Follow the Existing Customer Link Criteria to ensure your pre-existing CRM System Accounts meet the link criteria. Any new customers that do not meet the link criteria will be created in the CRM System.

Done! The next time the Integration sync runs, your Customer will be synced with your CRM System.

Contacts

Follow the Existing Contact Link Criteria to ensure your pre-existing CRM System Contacts meet the link criteria. Any new contacts that do not meet the link criteria will be created in the CRM System.

Done! The next time the Integration sync runs, your Customer will be synced with your CRM System.

Existing QBench Implementation with a Pre-Existing CRM System

In this tutorial, we will go over how to get started with the CRM System Integration given you have a pre-existing CRM System that you would like to start using with an existing QBench Instance.

Customers

Follow the Existing Customer Link Criteria to ensure your pre-existing Customers and related CRM System Accounts meet the link criteria. Any new customers that do not meet the link criteria will be created in the CRM System.

Done! The next time the Integration sync runs, your Customer will be synced with your CRM System.

Contacts

Follow the Existing Contact Link Criteria to ensure your pre-existing Contacts and related CRM System Contacts meet the link criteria. Any new contacts that do not meet the link criteria will be created in the CRM System.

Done! The next time the Integration sync runs, your Customer will be synced with your CRM System.

New QBench Implementation with no Pre-Existing CRM System

In this tutorial, we will go over how to get started with the CRM System Integration given you have a new CRM System that you would like to start using with a new QBench Instance.

Customers

1. Create a Customer in QBench.
2. Make sure the Customer has a valid name.

Done! The next time the Integration sync runs, your Customer will be synced with your CRM System.

Contacts

1. First, create and sync a Customer in QBench.
2. Create a Contact in QBench and link it to the synced Customer.
3. Make sure the Contact has a valid Email Address, First Name, Last Name, and Phone Number.

Existing QBench Implementation with no Pre-Existing CRM System

In this tutorial, we will go over how to get started with the CRM System Integration given you have a new CRM System that you would like to start using with an existing QBench Instance.

Customers

1. Ensure that Customer's have a valid name, and have been updated since the last Integration sync run.

Contacts

1. Ensure your Customers have been synced first.
2. Ensure that Contacts have a valid Email Address, are linked to synced Customers, and have been updated since the last Integration sync run.
3. For Contacts with address information, ensure the address fields have been properly mapped in the Field Mapping configuration.

Done! The next time the Integration sync runs, your Contacts will be synced with your CRM System.

CRM Systems Unique Specifications

Editable Fields in CRM System

Certain fields—particularly those associated with phone numbers and addresses—are stored within specialized objects. As a result, once these fields are created, they cannot be modified on the corresponding entities.

Customers

CRM Parent Entity	CRM Field	Editable after Creation?
Account	name	Yes
Account	description	Yes
Account	industry	Yes
Account	website	Yes
Account	number_of_employees	Yes
Address	street_1	No
Address	street_2	No
Address	city	No
Address	state	No
Address	postal_code	No
Address	country	No
Address	address_type	No
PhoneNumber	phone_number	No
PhoneNumber	phone_number_type	No

Contacts

CRM Parent Entity	CRM Field	Editable after Creation?
Contact	email	Yes
Contact	first_name	Yes
Contact	last_name	Yes
PhoneNumber	phone	Yes
Address	street	No
Address	city	No
Address	state	No
Address	postal_code	No
Address	country	No

Additional Information

• The address_type field accepts two options: BILLING and SHIPPING.
• This field is mandatory for a properly formed address within the CRM system.
• If no address_type is specified during creation, it will default to BILLING.
• Address fields (Street, City, Country, Postal Code, State) need to be created as additional fields in the Contact model for proper synchronization.
• For the Contact model, phone number and address types are WORK and MAILING respectively by default.
• After adding new address fields, you must map them in the Field Mapping tab of the integration details page.