Riva Support for Salesforce Person Accounts

Applies to...

Salesforce includes the ability to create "person accounts". A person account is an individual consumer with whom you do business, such as a financial services client, an online shopper, or a vacation traveler. Person accounts are applicable to organizations that operate on a business-to-consumer model as opposed to a business-to-business model.
 

For more information on Salesforce person accounts behaviours, see Person accounts behaviours.

Person accounts have to be enabled and configured in the customer's Salesforce organization instance. See Salesforce's Implementing Person Accounts Guide, pages 8-10.

Riva Support for Person Accounts

Riva Cloud and Riva On-Premise can be configured to

• Support a mix of business accounts and person accounts.
• Support person accounts only.

Support a Mix of Business Accounts and Person Accounts

Implementation for Riva Cloud

• Contact the Riva Success Team.

Implementation for Riva On-Premise

• Apply the following advanced options to the sync policy or CRM connection:

  Sync.Crm.CreatePersonAccount.Enabled = true

  Sync.Crm.PersonAccount.Name = Person Account (Riva creates a person account by creating an account record with a person account Record Type Name specified.)
   

When syncing the Address Book:

1. When Riva tries to create a contact and there is a value in the Company field, Riva attempts to match against that field for an existing account. Otherwise, Riva creates a person account in Salesforce.

2. When there is a value in the Company field and there is a personal email address (gmail.com, yahoo.com, hotmail.com), Riva creates a person account rather than a contact. Personal email domains are defined on the Personal Email Domain List of the sync policy. For more information, see Create & configure a sync policy for Exchange and IBM Notes or Create & configure a sync policy for Google's G Suite.

3. When there is a value in the Company field and there is a non-personal email address, Riva creates a contact and tries to match the contact to an existing account.

When syncing  email, calendar archiving, or advanced modules (cases, quotes, or opportunities):

1. When an email or calendar item is archived and an unmatched email address is found, if the email address is a personal email address (gmail.com, yahoo.com, hotmail.com), Riva creates a person account rather than a contact. Personal email domains are defined on the Personal Email Domain List of the sync policy. For more information, see Create & configure a sync policy for Exchange and IBM Notes or Create & configure a sync policy for Google's G Suite.

2. When an email or calendar item is archived and an unmatched email address is found, if the email address is a non-personal email address, Riva creates a contact matched to an existing account (or creates a new account).

3. When there is a value in the Company field and there is a non-personal email address, Riva creates a contact and tries to match the contact to an existing account.

Support Person Accounts Only

Implementation for Riva Cloud

• Contact the Riva Success Team.

Implementation for Riva On-Premise

To sync the Address Book with person accounts only:

• Apply the following advanced option to the sync policy or CRM connection:

  Sync.Crm.CreatePersonAccountForBusinessEmail.OnAddressBookSync = true

  This option disables checking for PersonalEmail type when syncing new contacts from Exchange to CRM. All new contacts created in the Exchange Address Book (in the Riva contacts folder) are synced to Salesforce and create person accounts.
   

To sync email, calendar archiving, or advanced modules (cases, quotes, or opportunities) with person accounts only:

• Edit the Personal Email Domains filter list and apply *.* as the filter. For more information, see Create & configure a sync policy for Exchange and IBM Notes or Create & configure a sync policy for Google's G Suite.

  For email and calendar sync, any email address that cannot be matched in the CRM is synced to Salesforce and creates a new person account.
   

To sync attachments with person accounts:

• Apply the following advanced option to the CRM connection:

  Crm.EmailAttachment.SyncToObjectItself = true
   

Applies to

• Salesforce with person accounts enabled.
• Riva Cloud.
• Riva On-Premise 2.4.37.19737 or higher.