Setting up SalesForce for Engagement Scoring (Account and Contact Records)

One of the primary uses of CaliberMind is to monitor all of the engagement across all your platforms and channels - and roll it up to the Contact and Account level. Once you have that information in CaliberMind the next best practice is to push those data values down into SalesForce so they are available directly on your accounts, contacts, leads, opportunities, campaigns and other objects. The following article walks you through which objects CalbierMind can push values too, how to set them up and what fields should be created in SalesForce to support this new information.

Note - it is assumed at this point that you already understand how to setup custom fields on objects within SalesForce.

There are two primary objects that you will probably want to have CaliberMind push data down too. These are the Account and Contact objects. Since CaliberMind is scoring all events and then rolling them up to the Contact then Account Level, these two objects are the obvious place to push those values.

SalesForce Account Object - The following fields should be added to your Account Object. This will enable CaliberMind to automatically push data on an regular frequency and update these values directly.

Field Name

Type

Description

cm_engagement

Number

The latest engagement score for the account. Updated every 2-3 hours by CaliberMind.

cm_engagement_index

Number

The engagement index for the account. This is the relative position ( on a scale of 1 to 100) of this account vs. all other scored accounts with engagement in CaliberMind.

cm_dod_engagement

Number

Day over Day change in engagement for this account

cm_wow_engagement

Number

Week over Week change in engagement for this account

cm_mom_engagement

Number

Month over Month change in engagement for this account

cm_last_scored_engagement_date

Date-Time

The last date/time that an event occurred for this account that was given a score. This is NOT the last event that occurred but the last event CaliberMind gave a score too.

cm_last_scored_engagement_details

Text (255)

The details of the last scored event whose time is above.

SalesForce Contact Object - The following fields should be added to your Contact Object. This will enable CaliberMind to automatically push data on an regular frequency and update these values directly.

Field Name

Type

Description

cm_engagement

Number

The latest engagement score for the contact. Updated every 2-3 hours by CaliberMind.

cm_dod_engagement

Number

Day over Day change in engagement for this account

cm_wow_engagement

Number

Week over Week change in engagement for this account

cm_mom_engagement

Number

Month over Month change in engagement for this account

cm_last_scored_engagement_date

Date-Time

The last date/time that an event occurred for this account that was given a score. This is NOT the last event that occurred but the last event CaliberMind gave a score too.

cm_last_scored_engagement_details

Text (255)

The details of the last scored event whose time is above.

cm_title

Text(255)

The normalize title CaliberMind has created for this contact

cm_department

Text(255)

The Functional Area or Department for this customer (i.e Marketing, Sales, Finance).

cm_seniority

Text(255)

The Seniority Level for this contact CaliberMind has created. For example Vice President, CXO, Manager, Director, etc.

Once you have these fields setup in SalesForce you can setup CaliberMind to push the fields down on a schedule from the CaliberMind Workflow. You want to use the Create/Update records in SalesForce flow from the flow builder in CaliberMind.


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