Salesforce: Match Email Addresses to Salesforce Custom Fields

When Riva Cloud or Riva On-Premise syncs calendar items and emails to Salesforce, Riva performs a matching process. The goal is to track the calendar items and emails against CRM contacts, leads, organization, and system users (CRM users). Customers often add custom secondary email address fields to Salesforce objects. Riva supports matching email addresses against custom Salesforce fields.

Contents:

• Default email address field matching:
  • Riva automatically matches default custom fields in Salesforce;
• Specify a list of fields for Riva to match against.

Default Email Address Field Matching

Riva matches the value of email addresses in the To, From / Reply-to, CC and BCC fields to the Salesforce Email field for contacts, leads, organization (account), and system users (CRM users). If Riva finds a match, Riva creates a copy of the item (calendar appointment/meeting or email) in Salesforce and links it to the matched contact, lead, account, or system user.

Riva automatically matches default custom fields in Salesforce

By default, Riva (Riva Cloud — as well as Riva On-Premise 2.4.25 and higher) automatically matches any field names based on a more advanced pattern on the contact or account and system users which include:

• Email[digits]__c
• Email_[digits]__c
• OtherEmail__c
• Other_Email__c

Additional fields detected in Riva Cloud (as well as in Riva On-Premise 2.4.33 or higher):

• PersonalEmail__c
• Personal_Email__c
• WorkEmail__c
• Work_Email__c
• SecondaryEmail__c
• Secondary_Email__c

Example custom fields that match automatically:

• Email_2__c
• Email99__c
• Other_Email__c
• OtherEmail__c
• SecondaryEmail__c

Specify a List of Fields for Riva to Match Against

The default email address matching can be modified by specifying a list of custom fields that Riva will match against.

Implementation for Riva Cloud

• Contact the Riva Success Team.

Implementation for Riva On-Premise

Riva On-Premise 2.4.28 added an advanced option that can be applied against the Salesforce connection or the Exchange sync policy. The key value is an order-specific comma-delimited list of fields that Riva will match against.

• Define an ordered list of Salesforce field names for Riva to match against.
• Examples.
• Other procedures.

To define an ordered list of Salesforce field names for Riva to match against:

• Apply one or more of the following advanced options to the Exchange sync policy or the Salesforce connection:

  Sync.Crm.EmailFields.[Module] = [Ordered comma-delimited list of Salesforce field names.]

  Sync.Crm.EmailFields.Contact (Ordered list of Salesforce field names for contacts.)
  Sync.Crm.EmailFields.Lead (Ordered list of Salesforce field names for leads.)
  Sync.Crm.EmailFields.Organization (Ordered list of Salesforce field names for accounts.)
  Sync.Crm.EmailFields.SystemUser (Ordered list of Salesforce field names for CRM users.)

Notes:

1. When this advanced option is applied, the default Salesforce field matching for email addresses is suspended and replaced with the comma-delimited list. Riva will match email address values against the specified fields in order from left to right.
2. If the advanced option is applied to a Riva sync policy, Riva implements matching on new items being synced to Salesforce.
3. If the advanced option is applied to a Salesforce connection, Riva does not apply matching until the Riva Sync service is restarted.

Examples:

A customer has added two custom fields, SFOtherEmail_2__c and SFOtherEmail_3__c, for contacts and leads that Riva must match against.

Example that includes matching against default email field:

This example includes the default Email field in the values for email matching for contacts and leads:

Sync.Crm.EmailFields.Contact = Email,SFOtherEmail_2__c,SFOtherEmail_3_c
Sync.Crm.EmailFields.Lead = Email,SFOtherEmail_2__c,SFOtherEmail_3_c

Example that includes matching against default email field and standard and non-standard custom fields:

This example includes the default fields Email, Email_2__c, and Email99_c, as well as a non-standard custom field, in the values for email matching for contacts and leads:

Sync.Crm.EmailFields.Contact = Email,SFOtherEmail_2__c,Email_2__c
Sync.Crm.EmailFields.Lead = Email,Email99__c,SFOtherEmail_3_c

Example that excludes matching against default email field:

This example excludes the default Email field in the values for email matching for contacts and leads:

Sync.Crm.EmailFields.Contact = SFOtherEmail_2__c,SFOtherEmail_3_c
Sync.Crm.EmailFields.Lead = SFOtherEmail_2__c,SFOtherEmail_3_c

Other procedures:

• Mapping custom Salesforce fields for contact sync. This article discusses mapping custom fields for contacts.
• Refresh the list of objects mapped through the Riva connection for Salesforce for contact matching. After advanced options have been applied to the Salesforce connection, the information for those custom field names needs to be added to the Salesforce connection object. Use this procedure to refresh the custom field information

Applies to

• Riva Cloud for Salesforce.
• Riva On-Premise 2.4.28 or higher for Salesforce.