Cvent Salesforce App 8.0 Feature Highlights/Impacts
We're excited to share new features included in Cvent Salesforce App, version 8.0 but also note that installing Cvent Salesforce App 8.0 will require you to reconnect Salesforce and Cvent to avoid any interruptions with data sync. Refer to our guide for detailed steps on the upgrade process.
8.0 Details on Feature Highlights:
Connection via OAuth 2.0
We’ve moved to OAuth 2.0 to integrate systems as it’s become the industry standard. This change will require you to reconnect the app upon completing the download and installation.
To help better manage connections, you'll now see on the Cvent configuration we've removed the token and have a new configuration page that shows you the configuration ID, as well as which Salesforce orgs are connected to that configuration.
- Upgrading from v 7.1 and higher, reconnect Salesforce and Cvent accounts using OAuth 2.0
- Upgrading from v 7.0 and lower, reconnect Salesforce and Cvent accounts using OAuth 2.0 AND go to App Configuration page to Update Metadata
Attendee-based Record Matching
The new Attendee-based Record Matching feature could significantly impact your Cvent Salesforce integration if you choose to enable it. Read more below to fully understand the account impact.
Our current Salesforce App tries to maintain a 1:1 relationship between a Cvent Address Book Contact and a Salesforce Contact/Lead as the industry standard in maintaining data integrity.
However, Cvent customers often have duplicate Cvent contacts that should match to a single Contact/Lead in Salesforce. This occurs when the same person registers for different events using multiple emails (ex: register for Event A with a work email and register for Event B using their personal email). Additionally, customers who use Cvent Contact Snapshot feature may experience unintended or unexpected behavior when syncing snapshot contacts to Salesforce.
Therefore, you will now have two options for record matching:
- Contact-based Record Matching will maintain current 1:1 contact relationship - If you want to maintain a 1:1 relationship between a single Cvent Contact record and a single Salesforce Contact/Lead, there’s no change to your existing Salesforce app configuration. Continue to use the defaulted setting, called Contact-based Record Matching.
- NEW Attendee Respondent-based Record matching allows for many to 1 contact relationship - With the release of 8.0, we introduce the new Attendee-based Record Matching option that will follow the more flexible record matching criteria configured in the app. We've also built in a method to maintain any contact field changes during a registration modification to still match to the existing Salesforce Contact/Lead just within that single event.
We know that Attendee-based Record matching is a welcome improvement for customers who have multiple Cvent Contacts who need to match to a single Salesforce Contact/Lead, as well as customers who use our Contact Snapshot feature.
Data Purge Impact if Enabling Attendee-based Record Matching
By default, when you upgrade to Salesforce App 8.0, we’ll maintain the existing Contact-based Record Matching setting (i.e.: using the hidden unique ID to maintain a 1:1 connection between a single Cvent Contact and Salesforce Contact/Lead). So, if you continue using this setting, there’s no impact to your account.
However, if you choose to switch to Attendee-based Record Matching, the following Salesforce Custom Objects created by the app will purge existing records: Attendees, Attendee Temp Records, Respondents.
PRO TIP: Should you choose to switch your record matching approach, we suggest your sync your event data to Salesforce Campaigns prior to the purge (you may do this already and campaign data will not be impacted with the upgrade). If you cannot utilize campaigns, you are able to perform a retroactive sync after making the record matching approach switch. To do this, launch the Cvent Salesforce App, navigate to the Cvent Admin tab > Configuration and click on the Sync from a past date buttons, accordingly.
NOTE: You can install the new app version and maintain the existing Contact Record Matching and avoid the purge of these objects should you want to use any of the other new features but take your time in planning how to make the record matching change.
Bi-directional Opt-out Sync
Currently we allow for bi-directional syncing of the opt-out fields should you map those fields, but it’s restricted to event-level actions.
- From Salesforce to Cvent: we currently update the Cvent contact opt-out field when you add someone to the event invite list/send an invitation using the features of the app.
- From Cvent to Salesforce: if someone opts-out and an attendee integration point is currently triggered (e.g., registers, cancels, modifies registration, etc...), that field will be updated in Salesforce.
However, there are times that this opt-out field can change in either system that do not revolve around event actions, and we understand that opt-out compliance is important for both legal compliance and your customers' preferences, so we have made some enhancements.
- Cvent to Salesforce: a new flag has been added to the Cvent configuration to enable this new feature. Should a Cvent Contact's opt-out status change from No to Yes, the matched Salesforce Contact/Lead will have the mapped field updated upon the next scheduled or manual sync of the app. Note: this update will only happen when the Cvent Contact field for opt-out is changed from No to Yes; in the future we will visit the ability to also sync from Yes to No.
- Salesforce to Cvent: we understand as your CRM, Salesforce may likely be your source of truth for opt-out status. You can now build a Salesforce Flow with a new invocable method to update Cvent Contacts with your Salesforce Contact/Lead field. Note: this will only update Cvent Contacts that match your Salesforce Contact/Lead using your Cvent Match Key (by default this is email). Any Salesforce Contact/Lead opt-out field changes for records that do not exist in Cvent will not create a Cvent Contact.
Improved Error Messaging
Let's hope this is an update you never have to worry about, but should you run into errors, we want to make resolving errors easier. Incrementally, you'll notice more and clearer descriptions for our error messages, links to relevant objects/areas of the app that can help troubleshoot, and if possible, links to guides on how to address the error.
Cvent Sandbox Retirement
If you have a Cvent Sandbox account, then you should be aware that sandboxes are being retired by the end of 2023 and you should already have a plan in place to migrate over to new testing accounts (as needed). As part of your migration, please also plan to reconfigure your Cvent Salesforce App. By end of March 2024, the ability to connect the Salesforce App to Cvent Sandbox accounts will be removed from the app. Should you have any concerns, please contact your client success representative.