Working With Sync Configuration Options
You configure initial and real-time sync to migrate Salesforce user account data based on the following criteria:
Initial Sync User Management
• Salesforce users with the Salesforce System Administrator role are assigned the Max DC Admin role.
• Inactive Salesforce userss remain inactive in Max.
• Salesforce users referenced in Dispatcher_Access_c have Max profiles that are set to Authenticate/Active=True and are assigned the Dispatcher role.
• When the Initial Sync User and Update Contact Email and Assign Dispatcher Role And User Preference initial sync action executes, existing Service Board users that meet its query condition and have the Dispatcher Read Only role are not assigned the Dispatcher role in Service Board. If these users had a Primary Role or Group value of Dispatcher before initial sync action execution, the Dispatcher role is removed and replaced with the Standard User role.
Real-Time Sync User Management
Updates to Salesforce user data trigger real-time Salesforce-to-Max sync for the following fields:
• Username
• FirstName
• LastName
• IsActive
• Email
• TimeZone
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• Salesforce-to-Max real-time sync for the Dispatcher role is supported. The Service Team object is maintained only on the Max side, and sync back to Salesforce is not supported.
• When you assign the Dispatcher Access role to users to grant access to Service Teams and Territories in Salesforce, configuration information is synced to Service Board in real time. On Service Board, in the corresponding User records, the Authenticated field is set to true and the Dispatcher role is linked to the relevant User record to enable login access via SSO. Users who have the Dispatcher Read Only role in Service Board are not assigned the Dispatcher role. System administrators can manually link more roles to users in Max Admin as needed. When you remove the Dispatcher Access role from user profiles in Salesforce, in the corresponding User records on Service Board, the Authenticated field is set to false, and the Dispatcher role is unlinked from the relevant User record.
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Custom Field Handling
By default, both initial and real-time sync between Max and Salesforce include only predefined object fields. You can configure transform templates to support any other standard field, as well as custom fields. To ensure successful sync operations, you must also add any custom fields you create in Service Board to Salesforce. For custom fields, only the data types that are directly mapped between Salesforce and Max are supported for initial and real-time sync.
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Salesforce Data Type
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Max Data Type
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Text
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String
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Checkbox
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Boolean
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Relationships
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Relationship
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Date
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Date
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Currency
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Currency Amount
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Date Time
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Timestamp
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Email
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Email
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Number
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Number
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Percent
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Percent
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Phone
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Phone
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Picklist
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Option List
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Multi-Picklist
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Option List (Multiple Select)
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Time
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Time
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URL
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URL
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Text Area
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Text
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GeoLocation
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Geocode
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Text fields (City, Country, State, Zip)
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Address
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Number
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Interval
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Initial Sync Processing
For Salesforce Work Orders assigned to multiple Resources, after initial sync for Jobs and Appointments is completed, the Initial Sync Appointment Primary Resource initial sync action finds and returns Job records with a non-NULL Resource field value in Service Board, and sorts related Appointments for each record by the Created On field. Appointments in non-end status with a Primary Resource field value of True are skipped. In all Appointment records in non-end status whose Assigned To Resource field value matches the Resource field value in the related Job record, the Primary Resource field is set to True, and the Multi-Resource field in the related Job record is also set to True. In all other Appointment records in non-end status, the Multi-Resource field is set to True, and the Appointment record with the earliest Created On value is set as the primary Resource for the Job.
When the Work Plan & Task Scheduling setting is enabled, Initial Sync Actions related to Work Plans are automatically enabled. An Initial Sync Action named Process Complex Jobs Handler runs after records related to Work Plans are synced to Service Board from Salesforce. During initial sync processing, the Is Complex Job option is set to True in Job records that are related to at least one active Service Product, Work Plan Assignment, or Task record.
Real-Time Sync Record Handling
Real-time sync for newly created, updated, and removed data from Salesforce to Service Board is fully supported. If a Salesforce Event record is deleted from Salesforce, the corresponding Max Event record is deleted, and the linked Appointment object is deleted from Service Board. Appointment objects cannot be deleted from Service Board, and undeleted objects are not synced between platforms.
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To enable Salesforce-to-Service Board real-time sync, the Real-Time Sync from Salesforce check box must be selected in the active System Setting record.
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When Appointments are created and synced from Salesforce to Service Board during real-time sync, related Jobs with existing Appointment records whose Primary Resource field value is True are skipped. In all Appointment records in non-end status whose Assigned To Resource field value matches the Resource field value in the related Job record, the Primary Resource field is set to True. For jobs with multiple Appointments in non-end status, the Multi-Resource field in the related Job record is also set to True.
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For best results, if needed, configure custom data validation before you configure real-time sync.
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