Subject: This tutorial demonstrates how lookup fields can be mapped from one object to another
Scenario: Your company may store CSM names as part of the Account Team object in Salesforce (and potentially nowhere else). Your goal is to run a rule to make this available such that CTAs and other tools can leverage the CSM information.
Complexity: Easy
Description: Leverage a new rule to map the Account Team information, selecting for the CSM and pull it into the Customer Info object.
Challenges: Requires creation of a new field within SFDC on the Customer Info object.
Approach:
  1. Identify the CSM within the Account Team Object
  2. Create a CSM Lookup Field in the Customer Info Object
  3. Create the Rule
  4. Validate and Schedule the Rule

Notes and Tips

Pre-Requisites:

  • This tutorial requires use of the Account Team object in Salesforce.com.  
  • If you do not have this enabled, you may still leverage concepts used in this tutorial to work with a separate picklist object.

Best Practice:

  • When creating the CSM Lookup field, this uses the Customer Info object as a best practice.

General:

  • This tutorial is presented for educational purposes only.
  • Always test your rules before running them in a production environment.
  • Understand your Salesforce environment before performing any operations which may affect your data.
  • IMPORTANT:  This tutorial requires administrative access to Salesforce.com (SFDC).

Step 1 - The Account Team Object

This tutorial leverages the "Account Team" object in SFDC.  Other objects may be used for a similar purpose depending on your organization's configuration.  

Review the Account Team in SFDC

If your company uses the Account Team object within SFDC, review to determine the Team Role that will map to the CSM.

Select an account to define an Account Team.

Step 2 - Create CSM Field on the Customer Info Object

Create a new Custom Field on the Customer Info object

Within SFDC, create a Custom Field in Customer Info - call it “CSM”.  This will provide a placeholder to tie back to the Account Team objects so that the CSM name can be captured.

To create the Custom Field, perform the following steps:

  • Under SFDC, select Setup >> Create >> Object:
  • Click “Customer Info”
  • Under “Custom Fields"
    • Click “New”
  • Step 1: Under New Custom Field
    • Select “Lookup Relationship”
    • Click “Next”

Set Object Relationship

This should be related to the "User" as we're pulling user names for CSMs.  

Select "User" adjacent to Related To and click "Next".

Create a Label and Name for the Custom Field

Create the field label as seen above and optionally set the description.

Other fields will auto-populate.

Click "Next".

Set Field Level Security

Consult with your SFDC administrator on security requirements.  This case leaves all at "Visible".

Click "Next"

Page Layouts

No updates will be required on this page.

Click Save to create the field.

Step 3 - Create the Rule

Create New Rule - Admin:  Pull CSM Name from Account Team

Create a new rule:

  • Rule Type:  Custom
  • Rule Name: Admin: Pull CSM Name from Account Team
  • Description: <Something denoting intent of the rule>

Pull in Objects and Set Filters

In the Show Field Select:

  • Account::Id
  • Account::Account Name
  • Account Team Member::Team Role
  • Account Team Member::User ID Name
  • Account Team Member::User ID

In the Filters Field:

  • Account Team Member::Team Role / equals / Customer Success Manager

Click "Next"

Create the following Action:

  1. Action Type:  Load to Customers
  2. Account::Id -> Account(string)
  3. AccountTeamMember:: User ID STRING -> CSM (String)

Criteria:

Account Team Member::User ID / not equal to / value / NULL (click the checkbox)

Step 4 - Validate/Schedule the Rule

Create a test rule to demonstrate success

Once the rule has executed, any new rules have CSM information available from within the Customer Info object.  

To demonstrate use of the CSM lookup field:

In the Show Field Select:

  • Account::Id
  • Account::Account Name
  • Customer Info::CSM
  • Customer Info::CSM Name

In the Filters Field:

  • Customer Info::CSM / Not equal to / NULL (check the checkbox)  -- this ensures we don't pick up NULL fields

Click "Next"

Create a Test Action

As displayed above, the Owner Field now has access to "Customer Info::CSM" demonstrating that we have successfully brought in this information.

Scheduling

This rule may best be run on a daily basis to pick up any changes to the Account Team which may be made to the Account Team for each Account.