Handle Appointments Organized by Non-Users Who Become Users

Article ID: 1069
Last updated: 31 Oct, 2019

This applies to Riva Cloud or Riva On-Premise when you sync appointments to an applicable CRM with event relations enabled. The Riva connection to the CRM can be configured to support the following use case.

Use Case

If user B sends user A an appointment, and user B is not a CRM user, the appointment syncs to the CRM from user A. Later, if user B is added to the CRM, the sync changes the ownership of the appointment to show that it was organized by user B.

How the Riva Connection Supports the Use Case

If the connection is configured to support the use case and no CRM user is detected as the organizer, the appointment is created in the CRM as the Riva connection user. This is the signal that the organizer of the appointment can be assigned based on future user matches. When user B (mentioned in the use case) becomes a CRM user, the Riva connection user is replaced with user B as the organizer.

Configuration in Riva Cloud

To be able to assign non-CRM users as appointment organizers when they become CRM users, contact the Riva Success Team.

Riva On-Premise: Configure the Connection for the Applicable CRM

For Salesforce

To be able to assign non-Salesforce users as appointment organizers when they become Salesforce users:

  1. Ensure that Riva 2.4.37 or higher is installed. If you are unsure, see Determine which Riva On-Premise version is installed.

  2. If you require assistance upgrading Riva to the latest public release, contact the Riva Success Team.

  3. Start the Riva Manager application. On the menu bar, if you see Setup, select Setup.

  4. In the right pane, double-click the Salesforce connection to edit it.

  5. Ensure that the Riva connection user is a true admin service user in the CRM — not a normal CRM user that is assigned as an Administrator.

  6. On the Options page, ensure that the connection detects that the Salesforce instance has been configured for shared activities and event relations.

  7. On the Impersonation page, select the check box Is the connection user dedicated for synchronization: [user name].

  8. In the bottom right corner, select Save.


For Dynamics CRM 2011+, NetSuite, and Oracle CRM On Demand

To be able to assign non-CRM users as appointment organizers when they become CRM users:

  1. Ensure that Riva 2.4.41 or higher is installed. If you are unsure, see Determine which Riva On-Premise version is installed.

  2. If you require assistance upgrading Riva to the latest public release, contact the Riva Success Team.

  3. Start the Riva Manager application. On the menu bar, if you see Setup, select Setup.

  4. In the right pane, double-click the CRM connection to edit it.

  5. Ensure that the Riva connection user is a true admin service user in the CRM — not a normal CRM user that is assigned as an Administrator.

  6. Do one of the following:

    • In Riva 2.4.47 or higher, on the General page, select the check box Is the connection user dedicated for synchronization.
    • In Riva 2.4.41 through 2.4.46, on the Options page, select the check box Is the connection user dedicated for synchronization: [user name].
       
  7. In the bottom right corner, select Save.

For the other supported CRMs, except GoldMine

GoldMine does not support this functionality.

To be able to assign non-CRM users as appointment organizers when they become CRM users:

  1. Ensure that Riva 2.4.46 or higher is installed. If you are unsure, see Determine which Riva On-Premise version is installed.

  2. If you require assistance upgrading Riva to the latest public release, contact the Riva Success Team.

  3. Start the Riva Manager application. On the menu bar, if you see Setup, select Setup.

  4. In the right pane, double-click the CRM connection to edit it.

  5. Ensure that the Riva connection user is a true admin service user in the CRM — not a normal CRM user that is assigned as an Administrator.

  6. Do one of the following:

    • In Riva 2.4.47 or higher, on the General page, select the check box Is the connection user dedicated for synchronization.
    • In Riva 2.4.46, on the Options page, select the check box Is the connection user dedicated for synchronization: [user name].
       
  7. In the bottom right corner, select Save.

Applies to

  • Riva Cloud for Salesforce (Events Relations enabled).
  • Riva Cloud for Dynamics CRM 2011+. Which versions are 2011+?
  • Riva Cloud for all the supported CRMs except GoldMine.
  • Riva On-Premise 2.4.37 or higher for Salesforce (Events Relations enabled).
  • Riva On-Premise 2.4.41 or higher for Dynamics CRM 2011+. Which versions are 2011+?
  • Riva On-Premise 2.4.41 or higher for NetSuite.
  • Riva On-Premise 2.4.41 or higher for Oracle CRM On Demand.
  • Riva On-Premise 2.4.46 or higher for all the other supported CRMs, except GoldMine.

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Article ID: 1069
Last updated: 31 Oct, 2019
Revision: 11
Views: 6923
Comments: 0
Also listed in
folder Riva On-Premise - CRM Sync -> Manage Riva On-Premise (Admin Guides) -> CRM Systems -> Salesforce -> Advanced Options & Settings -> Misc.
folder Riva On-Premise - CRM Sync -> Manage Riva On-Premise (Admin Guides) -> CRM Systems -> Microsoft Dynamics CRM -> Advanced Options & Settings
folder Riva On-Premise - CRM Sync -> Manage Riva On-Premise (Admin Guides) -> CRM Systems -> NetSuite CRM -> Advanced Options & Settings
folder Riva On-Premise - CRM Sync -> Manage Riva On-Premise (Admin Guides) -> CRM Systems -> Oracle CRM On Demand -> Advanced Options & Settings
folder Riva Cloud - CRM Sync -> Already Started -> Manage Your CRM for Riva -> Microsoft Dynamics CRM -> Advanced Options & Settings
folder Riva Cloud - CRM Sync -> Already Started -> Manage Your CRM for Riva -> NetSuite -> Advanced Options & Settings
folder Riva Cloud - CRM Sync -> Already Started -> Manage Your CRM for Riva -> Oracle CRM On Demand -> Advanced Options & Settings

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