Concierge / Handoff for Salesforce Package

Overview

Chili Piper natively maps to all custom and standard fields for Leads, Contacts, Accounts, Opportunities, and Case Objects.

Additionally, Chili Piper writes a handful of information to allow you to track and report on all your booking data directly in Salesforce on some custom fields that need to be either created manually or installed directly through our Package!

Why install the Package?

By Installing the package in your Salesforce instance, we reduce the Onboarding Time for your Salesforce admins by automatically creating custom fields and leveraging your Chili Piper data to show reports and a dashboard in your Salesforce instance. The custom fields can also allow you to create more robust/custom automation rules in Salesforce. 

tl;dr, this will save you a lot of time and help prove the value of Chili Piper to your internal stakeholders. 

Package Links for Installation:

The following packages install directly all Salesforce Fields needed in your Instance (Prod or Sandbox). It also installs some Reports and Dashboards that you can use as a base for tracking your meetings.

This package installs custom fields, buttons, reports, and the Dashboard needed for our Concierge / Handoff / Instant Booker products.

Please fill out the form below to Request Access to the package:

For Distro Clients and our Distro for Salesforce Package, please see this article

Steps:

1. Install the package in your Production or your Sandbox environment for all users
   1. Optional: Adjust your Field-Level Security (by fields or by Profile)
      => At least Read / Write Access on all fields for the Integration user.
2. Adjust your page layouts to add the fields/buttons - show me how
   1. Event Layout
   2. Lead Layout
   3. Contact Layout
3. Map your Lead Custom fields to your Contact Custom Fields for Lead Conversion.
4. Refresh your fields in Chili piper
   On your admin-level Integrations page, make sure you click “Refresh Fields”:
   1. 

Package Contents:

1) Custom Fields

• Activity Object

The following fields allow you to track advanced data for your Activity Reports. You can add them all as Activity Object Custom Fields, which can be added to the Event object layout.

• Lead / Contact Object

The following fields can also be added to the lead/contact object. They are beneficial in starting or stopping specific email campaigns.  Or for automated triggers in Salesforce. In Outreach, Pardot, and Salesloft, you can start or stop a certain email campaign when a specific meeting is booked or when a guest fails to show up for a meeting.

2) Reports

A set of 11 different reports tracking all your Chili Piper Meetings:

• CP Canceled
• CP Meeting Booked by Prospect ?
• CP Meeting by Queue
• CP Meeting by Router
• CP Meetings
• CP No Show
• CP No Show Rate by Assignee
• CP No Show Rate by Booker
• CP Rescheduled
• Meeting Canceled Rate By Assignee
• Meeting Canceled Rate By Booker

3) Dashboard

The Package includes one Dashboard called “Chili Piper Activity Dashboard” bringing together all the reports mentioned above.

4) Buttons

The Package includes 3 Buttons that you can add to the Event Object in your page layout:

• Cancel a Meeting
• Mark it as “No Show”
• Reassign the meeting

These buttons only work for Salesforce users with a CP License who are logged into Chili Piper. 

 [action required for Cancel link to work in your org]:

https://subdomain.chilipiper.com/book/cancel/{Event.Id}

Notes:

• The buttons will not work for meetings not booked with Chili Piper.
• The buttons for Reassign and No Show will not work for a user who is not a Chili Piper User. 

Refresh your Salesforce fields

On your admin-level Integrationspage, make sure you click “Refresh Fields”:

That's it! 

Troubleshooting: Fields Aren't Updating

• Be sure to refresh the salesforce fields per the info above. This is required for any new field added to Salesforce, including these custom ones.
  
  
• Ensure all users have Read/Edit permissions on the new fields.
  
  
• Ensure there are no other validation or rule issues for Lead/Contact/Event creation. If Chili Piper has difficulty updating a Lead, we may fallback to not updating custom fields to ensure the Lead is still created.
  
  
• Make sure the fields are set up as defined above. For example, if you make a field a "restricted picklist" where it should be text, and the value provided by Chili Piper doesn't match, this can prevent the field from updating.

Considerations / Exceptions / FAQ

1. Question: I've already manually added some of the custom fields. Can I still install this package?
   1. Answer: If you already have any of the Chili Piper custom fields installed into your SFDC environment, then the installation of this package will fail. If you'd like some help installing some of the reports, please get in touch with your CSM, and we can share some example reports for you to create in your Salesforce instance. 
2. Questions: I don't have enough fields available on the Activity Object. What can I do?
   1. Answer: Check out this Salesforce App, FieldTrip, which helps determine which fields are unused in your Salesforce instance. 
3. Question: How do I know if the package was installed successfully?
   1. Answer: You'll receive an email from Salesforce letting you know if the package was installed. 
4. Question: I'd like to install this in my Sandbox first, but I don't have a Chili Piper Sandbox account. How do I set one up?
   1. Answer: Please reach out to your Chili Piper CSM or support@chilipiper.com for instructions on installing a Chili Piper Sandbox.