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Tridion Connector for Salesforce CRM

The Tridion Connector for Salesforce CRM integrates with the Salesforce Service Cloud and Salesforce Support Cloud, providing access to CRM data, including full CRUD (create, read, update, delete) capabilities, search/list data and download assets. You can use the connector to capture customer and lead information, track and store visitor behavior, improve customer segmentation, apply personalization using CRM data, and more.

Supported capabilities

The Tridion Connector for Salesforce CRM provides the following key capabilities:

  • Support CRUD actions on a set of defined Salesforce data types (fully configurable), such as adding and managing contacts, accounts or leads
  • Support custom fields and types in Salesforce
  • Search and list support of CRM data, including pagination
  • Download binary assets that are stored in Salesforce and manage asset metadata
  • Expose type information of available CRM data

Example use cases

These capabilities make it possible to implement the following use cases (among others):
  • Build CRM forms to capture leads and contacts
  • Personalize content with CRM data
  • Define personalization rules using CRM data
  • Consume assets stored in CRM and publish to website
  • Make CRM data available on website when forms are posted, at login, campaign URLs are used, and so on
  • Track the behavior of website visitors and use Salesforce formulas to segment visitors

Architecture

The following diagram gives a high-level architecture of the connector when used with Tridion Sites: