WalkMe Salesforce Integration: Empower Better Decision Making in 7 Steps

on Business Growth, CRMs, Data Extraction, Data Integration, data management, Data Management Tools, Data Processing, Data Replication, Digital Adoption Platform, Marketing, Marketing Dashboards, Sales, Sales Dashboard, Salesforce, Tutorials • September 24th, 2021 • Write for Hevo

Too many cooks spoil the broth, and this is indeed one of the most serious issues with many Corporate Software Solutions. Metric failure, disconnected data, employee productivity loss, and seemingly never-ending expectations to learn and onboard new Software Applications quickly enough to not disappoint Customer Service all add up to a lot on the employee’s plate.

While your Sales and Marketing Teams are already leveraging the World’s best CRM Tool, Salesforce, having a wonderful Digital Adoption Platform like WalkMe with such easy to use features and powerful ability definitely helps. With WalkMe Salesforce Integration, your Teams can:

  • Keep track of End-User Onboarding.
  • Provide contextual intelligent Survey Reactions.
  • Prevent churn / Likely to convert leads, and
  • Use data for intelligent upselling

With WalkMe Salesforce Integration, your Company can create powerful Digital Experiences based on actionable data and analytics, while also boosting sales.

Read on to learn more about WalkMe Salesforce Integration and how you can configure it, using the WalkMe Data Integration Center. Here’s a quick outline to make your navigation easy:

Table of Contents

Prerequisites for Configuring WalkMe Salesforce Integration

Any User or Business Team looking forward to WalkMe Salesforce Integration should have:

  • A WalkMe Account
  • A Salesforce Account (The user should have Salesforce Admin Rights or ModifyAllData permissions to grant WalkMe access to OAuth 2.0 Authorization to read and update the metadata of Salesforce Objects ).

WalkMe Salesforce Integration uses the Salesforce OAuth 2.0 Authorization method to obtain a token for the end-user. This access can be revoked at any time by the Salesforce Admin or within the system by disconnecting the account.

Note that the WalkMe Salesforce Integration only updates existing Salesforce Records, not creating new ones.

Overview of WalkMe

WalkMe Logo: WalkMe Salesforce Integration
Image Source: Futurum Research

WalkMe is a Digital Adoption Platform that enables Organizations to measure, drive, and act to ultimately accelerate their Digital Transformations and better realize the value of their Software Investments. 

In other words, WalkMe simplifies the approach to handling dozens of Business Applications which can be heard to learn and remember all along. Your Teams spend hours onboarding and learning a new Business Application until a new piece of Software comes up and provides better usefulness. With WalkMe this ain’t an issue because WalkMe can guide your employees through any Complex Process, with intuitive On Screen Walkthroughs. 

With a simple click, WalkMe automates Complex Processes and Cross-Application Tasks. Employees may use WalkMe’s AI and Contextual Awareness to access underutilised essential features of a Software Application, hence saving hours and hours of searching on the Web to find and apply the same Software utility.

Key Features and Benefits of Using WalkMe

Increased Transparency for Teams

In a vast sea of Business Applications, it can be hard to know where your Team Members are struggling and which Software Applications are proving hard to work with. 

WalkMe’s Insights provides analytics on Software Usage, allowing you to make data-driven decisions to accurately address inefficiencies and drive Digital Transformation.

WalkMe Increased Transparency for Teams: WalkMe Salesforce Integration
Image Source: WalkMe

Real-time View Into your Customer Journeys

WalkMe Dashboard provides a clear view of your upcoming WalkMe events and User Interactions with your Application. You can understand the actions taken by your customers to address points of friction, increase product adoption, and ultimately provide a better experience for your customers.

WalkMe Real-time View Into your Customer Journeys: WalkMe Salesforce Integration
Image Source: WalkMe

Get Attention with WalkMe Shoutouts

WalkMe ShoutOuts allows you to bring Customer attention to your Brand, whether you want to make an Announcement, advertise new Products or Services, or notify others about changes, you can use WalkMe Shoutouts to persuade them to begin a tour.

WalkMe Shoutouts can be placed anywhere on the Webpage and can be played via a Launcher, Permalink, or Auto Play.

WalkMe Shoutouts: WalkMe Salesforce Integration
Image Source: WalkMe Support

Overview of Salesforce

Salesforce CRM Logo: WalkMe Salesforce Integration
Image Source: Wikimedia Commons

Salesforce is a top-notch Cloud-based CRM Solution from a Company based out of San Francisco, California. Salesforce is developed to make Organizations function more efficiently and profitably by reducing the cost of managing Hardware Infrastructure.

Salesforce CRM Application aids in the administration of Marketing Activities and integrates the Marketing Team with the Sales Management and Account Management Teams of the firm, ensuring that the whole Organisation is reaching out to Customers in a unified manner. Salesforce can manage your Contacts, monitor Opportunities, provide Custom Reports, automate Marketing Campaigns, and much more.

Along with the Customer Relationship Management Service, Salesforce also provides many other Tools like Sales Cloud, Marketing Cloud, Salesforce Analytics, Process Automation, etc. Salesforce ensures a personalized experience with its Customer 360 Platform. Some of the key Products offered by Salesforce as a part of their Suite are as follows:

  • Salesforce Service Cloud: Salesforce Service Cloud offers all the tools you might need to strengthen Customer Engagement. It allows you to automate Business Processes with Intelligent Workflow, support Customer Interactions on every Channel, get actionable insight into every Customer Interaction, and Drive revenue with the power of Artificial Intelligence. 
  • Salesforce Analytics (Tableau CRM): Tableau allows you to use intuitive drag-and-drop analysis at every skill level. It also allows you to quickly spot visual patterns and share insights across teams to drive growth. 
  • Salesforce Commerce Cloud: The Salesforce Commerce Cloud allows you to convert more Customers with personalized buying experiences. You can implement your strategies faster with easy-to-use tools. This allows you to stay agile and start seeing a higher ROI (Return on Investment) sooner. 
  • Salesforce AppExchange: Salesforce AppExchange is an Enterprise Cloud Marketplace. It allows you to find proven experts and apps to help you solve business challenges fast and extend your Salesforce Customer 360 from anywhere. This can be extended across any Department, Industry, and Product. It also offers app guides to help you zero in on the right Apps to suit your unique business challenges. 

If you are a Small Business Owner and use Salesforce as your CRM Solution, you can explore our comprehensive guide on Salesforce for Small Business here.

Key Features and Benefits of Using Salesforce

Provides a Bird’s-Eye View of the Entire Sales Pipeline

Salesforce’s unique proposition comes from its ability to lay the entire Sales Pipeline into a single intuitive Dashboard. You can check on all aspects of your Sales Pipeline at one glance, from Customer Activity to Conversion Rates. Not only this, your Teams can also build Customised Reporting and Data Visualizations to view only the necessary details that matter.

Salesforce Bird's Eye View of Entire Sales Pipeline: WalkMe Salesforce Integration
Image Source: Finances Online

Salesforce AppExchange: Empowering Business’s Functionality Across Every Department & Team

Salesforce AppExchange: WalkMe Salesforce Integration
Image Source: Self

The Salesforce AppExchange is an ecosystem of over 5000 ready-to-install Apps that enable Organisations to increase Salesforce Capabilities throughout their Customer-facing Teams and Departments. All these supported Applications are carefully designed to integrate and help Businesses work smoothly over their Salesforce Platform without any hassle.

The only disadvantage Salesforce AppExchange has is that not all Apps are free. So, it’s recommended that you check user reviews and ratings before making a purchase.

Salesforce Collaborative Forecasts and Forecasting Reports

Salesforce Collaborative Forecasts is an interesting and highly useful tool that predicts your Business future Sales Performance based on the realistic expectation of revenues from your Sales Pipeline. Salesforce offers a “forecast hierarchy” option that allows forecast managers to adjust their subordinates’ forecasts, and also lets those subordinates make adjustments on the forecasts of users below them.

The Salesforce Forecasting Report allows you to see your Best Performers on a real-time scoreboard. Salesforce CRM also simplifies complex Sales Processes by ensuring proper overlay. It gives the right credit to the right person and enables them to view the forecast as per overlays.

Simplify Salesforce ETL and Data Integration using Hevo’s No-code Data Pipeline

Hevo Data is a No-code Data Pipeline that offers a fully managed solution to set up data integration from Salesforce (one of the 30+ Free Data Sources) and 100+ Data Sources and will let you directly load data to a Data Warehouse or the destination of your choice. It will automate your data flow in minutes without writing any line of code. Its fault-tolerant architecture makes sure that your data is secure and consistent. Hevo provides you with a truly efficient and fully automated solution to manage data in real-time and always have analysis-ready data.

Get Started with Hevo for Free

Let’s look at some of the salient features of Hevo:

Fully Managed: It requires no management and maintenance as Hevo is a fully automated platform.

Data Transformation: It provides a simple interface to perfect, modify, and enrich the data you want to transfer.

Real-Time: Hevo offers real-time data migration. So, your data is always ready for analysis.

Schema Management: Hevo can automatically detect the schema of the incoming data and map it to the destination schema.

Scalable Infrastructure: Hevo has in-built integrations for 100’s of sources that can help you scale your data infrastructure as required.

Live Monitoring: Advanced monitoring gives you a one-stop view to watch all the activities that occur within Data Pipelines.

Live Support: Hevo team is available round the clock to extend exceptional support to its customers through chat, email, and support calls.

Sign up here for a 14-Day Free Trial!

Understanding the Significance of WalkMe Salesforce Integration

WalkMe Analytics may be integrated with some of your most widely used Business Applications and CRM Solutions, such as Salesforce, via the WalkMe Integration Center. By converting actual data into insights and enabling Sales and Marketing Teams to connect with the appropriate users at the right time, an integration like WalkMe Salesforce Integration may help promote improved decision making.

Moreover, WalkMe Salesforce Integration comes with features like:

  • Ensuring Successful Onboarding.
  • Driving Free to Paid Conversions.
  • Increasing adoption / Finding Upsell Opportunities.
  • Preventing Churn.

Hundreds of data points are used by WalkMe Insights to detect and address digital adoption difficulties in a timely and effective manner. Customer Activity Indicators and Customer Health Ratings are examples of data that the Integration Center delivers to your Business Apps like Salesforce.

WalkMe Data Integration Center: WalkMe Salesforce Integration
Image Source: WalkMe Support

Your Team Members may now act proactively to better fulfil Customer Demands and promote digital adoption of your Platform thanks to WalkMe’s Custom Reports. Data from WalkMe Insights is accessible in Salesforce via the WalkMe Salesforce Integration and may be utilised in processes, reports, and activities.

Guide to Configure WalkMe Salesforce Integration

Preparing for WalkMe Salesforce Integration

Step 1: Identify the Pertinent Data

Before Integrating WalkMe Salesforce, you must segregate the data that needs to be pushed to your Salesforce CRM. The pertinent data should be found in the Report possessing the following format:

  1. Each row on the Report should indicate a specific Record of the Object.
  2. Each column of the Report should stand for a specific Field on Salesforce you want to push the data to.
  3. One column in the Report must hold a mapping key for your record in Salesforce. 

It is recommended that you download, and export the Report from Insights Reports Page before setting up the WalkMe Salesforce Integration. Common Reports available for all the Customers can be found here- https://support.walkme.com/knowledge-base/insights-list-of-common-reports/.

Step 2: Add Custom Fields to Salesforce Objects

The step can be only performed by a Salesforce Administrator. Support Link to add Custom Field Units in Salesforce can be found here.

It’s highly recommended that Users use the prefix WalkMe to preface each of the Salesforce Custom Fields.

WalkMe Salesforce Integration: The Process

Step 1: Select your Salesforce Integration

From the WalkMe Insights Console, you can click on the Outgoing Scheduled Integrations and then select “WalkMe to Salesforce” under the Integrations header in the left sidebar.

WalkMe to Salesforce Screen: WalkMe Salesforce Integration
Image Source: WalkMe Support

Step 2: Connect your Salesforce CRM Environment

After clicking the “WalkMe to Salesforce” card, you can click on the +Add account button next to each Salesforce environment that you wish to connect to. 

WalkMe Salesforce Integration Add Account Screen: WalkMe Salesforce Integration
Image Source: WalkMe Support

From here you’ll be transferred to the Salesforce Authenticator Screen, where you’ll be asked to grant permissions to WalkMe to push data to this account using the OAuth 2.0 Authorisation Process.

Note: Make sure you provide Administrator Credentials while logging into your Salesforce Account or as a user provide credentials who has access to ModifyAllData Permissions.

Step 3: Create the WalkMe Salesforce Integration

Click on the “CREATE NEW INTEGRATION” button to get started with the WalkMe Salesforce Integration WIzard. 

WalkMe Create New Integration: WalkMe Salesforce Integration
Image Source: WalkMe Support

If you wish to log in using another account, click on the “Accounts” button on the top right corner of your screen to change your credentials and user login.

Step 4: Select a Salesforce Environment in WalkMe Salesforce Integration Wizard

Following that, you will be asked to choose from the various options available in the Salesforce environments. This is the Salesforce environment where your WalkMe Report will be extracted.

You may examine the Salesforce account details and choose between Sandbox and Production (if both are connected).

WalkMe New Integration Screen 1: WalkMe Salesforce Integration
Image Source: WalkMe Support

Step 5: Select the Insights Report & the Matching Salesforce Object in Integration Wizard

Here you’ll be able to choose an Insights Report and the target Salesforce Object to which it should be synced.

From the dropdowns, you can select which Insight Report and which Target Salesforce Object needs to be mapped. Along with the Report and Object, you will also be required to choose the unique identifiers (keys) of each Report and match them up with a Salesforce Object Identifier (usually email or GUI).

WalkMe New Integration Screen 2: WalkMe Salesforce Integration
Image Source: WalkMe Support

Click the Continue button when you are done with mapping.

Step 6: Map Fields to Update in Integration Wizard

This screen displays the data in Salesforce that you want to change. All of the fields included in the Report, including the Key Field, may be found in the Insights Report Column. You can view all of the fields of the chosen Object in the Salesforce Object Column that:

  1. Aren’t they already in use on screen 2, and
  2. Correspond to the keys on screen 2 that you’ve chosen.
WalkMe New Integration Screen 3: WalkMe Salesforce Integration
Image Source: WalkMe Support

To add more mapping of fields to Salesforce Objects, click on “ADD COLUMN”. You can also delete any selected fields or rows by hovering over the row and clicking on the “X” button.

When you are done with mapping all the desired fields from Insights Report Column to Salesforce Object Column, click on the “SAVE” button to finish the process.

Step 7: Execute your WalkMe Salesforce Integration

For the steps that you have just executed, you can now hover to three dots, where you’ll find the “RUN NOW” button. 

WalkMe Menu Option to Execute Salesforce Integration: WalkMe Salesforce Integration
Image Source: WalkMe Support

This RUN NOW button will execute your WalkMe Salesforce Integration and attempt to transmit any relevant data to the designated Salesforce CRM account. If everything is done correctly, both the log and the grid will show that the integration was successful.

WalkMe Menu Option RUN NOW: WalkMe Salesforce Integration
Image Source: Walkme Support

WalkMe Salesforce Integration: Editing the Existing Integration

It is just as simple to update an existing WalkMe Salesforce Integration as it is to create a new one. You can hover to the EDIT Menu by clicking on the EDIT icon and edit the existing WalkMe Salesforce Integration mappings from the wizard, which will open screen 3 of Map Columns.

After every successful WalkMe Salesforce Integration is performed, a Log gets generated. These Logs can be accessed via the Menu available by clicking the three-dot menu.

The Log contains the Report name, the Salesforce Object of the integration, and the following information:

  • Start date: The DateTime of the run in UTC hours
  • Runtime: The run’s duration (End Time minus Start Time)
  • Status: the run’s status: Completed or Failed

You can view Log links by clicking on the “Show log” button beside every successfully completed Log. 

Conclusion

Overall, WalkMe Salesforce Integration is a crucial functionality extension for Businesses relying on WalkMe’s interactive On-Screen Sequences that guide and engage Users throughout any Digital Experience and the world’s #1 CRM, the Salesforce CRM. With WalkMe Salesforce Integration your Sales and Marketing Teams can 

  • Easily monitor and manage Customer Records, 
  • Create more Personalized Experiences for your Customers by incorporating Salesforce data into WalkMe’s Digital Adoption Platform
  • Take appropriate actions for Lead Nurturing within the Salesforce CRM Tool.

As a matter of fact, being an expert or recurring Salesforce CRM User, you are most likely working with a large number of data sources, both internally and through external Software-as-a-Service (SaaS) providers. Having all of this data in one location like Data Warehouse facilitates analysis and speeds up the decision-making process. This necessitates integration with all third-party Apps and Services. 

When you work with Hevo, you get this superpower to load your aggregated Data from various SaaS Applications and CRMs such as Salesforce (Free Source Connector with Hevo), HubSpot, Zendesk to Data Warehouses like Snowflake, Amazon Redshift Google BigQuery in a completely hassle-free & automated manner. 

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Sign Up for a 14-day free trial and experience the feature-rich Hevo suite first hand. You can also have a look at the unbeatable pricing that will help you choose the right plan for your business needs.

And let us know your experience of learning about WalkMe Salesforce Integration in the comments below. We would be delighted to hear from you!

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