Q: How do I change the Account field in Salesforce that indicates the Partner's status (Active, Prospective, Inactive)?

A: Let's assume you're currently using Account picklist A in Salesforce to track Partner status and wish to switch to picklist B:

  1. Make sure picklist B in Salesforce has values for Active, Prospective and Inactive partners
  2. Set picklist B values for all Partner Accounts in Salesforce to reflect the partner status currently stored in picklist A 
  3. Update the Partner Sync configuration in Channeltivity to reflect the new picklist B status field. 


Q: If a Partner or Contact in Channeltivity is deleted, what happens to the corresponding record in Salesforce? 

A: If a Partner or Contact is deleted in Channeltivity, the corresponding Account or Contact in Salesforce is not deleted, but the “Channeltivity Status” field is set to “Active Partner (Deleted)” or “Contact (Deleted)”. 


Q: How do I fix duplicate Contacts in Salesforce that are mislinked to records in Channeltivity?

You'll need to first delete or merge the duplicate Contacts in Salesforce. After the next sync, the corresponding Users and Contacts in Channeltivity will show up as "Disconnected." You can then use the "Relink" command under the Salesforce button in Channeltivity to link them to the correct Salesforce Contact. Learn more about this topic here: How To Change the Linked Salesforce Record of a Partner or User/Contact in Channeltivity

Contact Details Page - Relink

Q: Is it possible to configure Partner Sync to be one-directional, so that data flows from Salesforce to Channeltivity and any updates to Partner data in Channeltivity don't get pushed to Salesforce? 

A: Partner Sync is strictly bi-directional. You can configure your field mappings and field visibility in Channeltivity to exclude certain data from being synced or edited, respectively, but it's not possible to configure Partner Sync to be one-directional.


QHow does Channeltivity manage Parent/Child Accounts in Salesforce?

A: Learn about this topic here


Q: Are the Contacts associated with Partner Accounts in Salesforce pulled into Channeltivity as Users? 

A: No, Contacts are pulled into Channeltivity from Salesforce as Contacts and Contacts do not have access to the portal. If the Contacts belong to an Active Partner Organization in Channeltivity, then you can promote the Contacts to Users by going to Partners > Click on the name of the Partner Organization to view more details > Users & Contacts > select the checkboxes next to the Contacts that you want to promote to Users > Promote Contacts to Users button. 

Partner Details Page - Users & Contacts


Q: Are Become a Partner Form submissions automatically pushed into Salesforce as Prospective Partners?

A: No, Become a Partner Form submissions have to be manually pushed into Salesforce. You can push them into Salesforce by clicking the Salesforce button at the top of on the Partner's Details page, "Sync (create new SF Account)." 

Partner Details Page - Sync with Salesforce 


Q: Can I map the Primary Partner Manager field to Salesforce? 

A: Yes, the Primary Partner Manager field in Channeltivity can be mapped to a text field in Salesforce. When mapped to a text field in Salesforce, the field will populate with the name of the Internal User in Channeltivity that is assigned to the Partner as Primary Partner Manager. Keep in mind, this mapping is not bidirectional, so changes can only be made to the Primary Partner Manager field in Channeltivity. 


Q: Why is the Primary Partner Manager field one-directional? 

A: In order for an Internal User to be assigned to a Partner as Manager, the User must belong to a Group with the appropriate Partner Manager permissions. Since Salesforce is unable to access/ verify Group permissions in Channeltivity,  it can't pass information from Salesforce back to the Primary Partner Manager field in Channelivity.