Multi-Org CRM
Refer to Product Ideas
There are references to “Multi-Org” CRM sync in various places - but I can;t find solid documentation on it.
Specifically - what I want to know (or rather what some customers want to know) is:
- Can you choose to keep certain Accounts & Contacts in Sync always/automatically?
- If not, what is best practice to keep them in sync?
- In a multi org scenario - in which the org being added wants to inherit an existing orgs entire accounts and contacts, what is best practice to do this?
CC: Pieter Du Plooy Martin Wooding
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Martin Stephens is this something you're familiar with, or i can research this
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I do not have any experience with syncing accounts across orgs, however the two Account fields below suggest that it is possible:
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I found the following document which discusses this: https://gomomentus.sharepoint.com/sites/APACClientTeams/Shared%20Documents/Forms/AllItems.aspx?id=%2Fsites%2FAPACClientTeams%2FShared%20Documents%2FIMPACT%20Exhibition%20Management%2FPOST%20IMPLEMENTATION%20PROJECTS%2FFinancials%2F030%5FPM%20%26%20Documents%2FMulti%2DOrg%20vs%20Multi%2DBook%20Analysis%2Epdf&parent=%2Fsites%2FAPACClientTeams%2FShared%20Documents%2FIMPACT%20Exhibition%20Management%2FPOST%20IMPLEMENTATION%20PROJECTS%2FFinancials%2F030%5FPM%20%26%20Documents
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Thanks Martin Stephens - I also found that document in my random searching. Was probably the most concrete thing I could find.
Would you agree it suggests you can create an account/contact - and upon creation (provided it is in the “master org”) ensure it also gets created in the secondary org.. BUT… that's it - they are then two separate records (e.g. they have two separate account numbers, rather than one account number and a value in some field which suggests it is available in org 10 and 20 etc.) and thus must be maintained separately.
It isn't really clear on what the “sync” process is - if anything, and if it should be used in the onboarding of a new org OR how it could be used to keep accounts and contacts in sync on an ongoing basis.
Indeed the document seems to suggest a technical solution is required to keep anything in sync….
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@Sam Miles Yes, I agree with your interpretation. It suggests that when an account or contact is created in the "master org," it is mirrored in another org (possibly multiple orgs). After the initial creation, any updates, deletions, or changes to one record will not automatically sync to the other. Ongoing maintenance would need to be handled separately in each org unless further integration or automation is implemented.
Seth Halvaksz Multi-Org account sync would be challenging. You would need to identify which account fields are required for the sync. For example, you may want the same account in 5 organizations, however each org has a different Account rep.
You would need to be able to specify which fields/sections are synced between orgs, and what fields/sections are org specific. Something like the following (mock-up):
Potentially difficult to build; however, very useful for multi-org clients. It would allow aggregate reporting for accounts across Orgs, particularly useful for Corporate and Higher Ed verticals.
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Seth Halvaksz - I found this test script from QA on the account sync process…
Step two implies there should be an option for “Accout Synchorization" -presumably only in an environment that in multi - however, we have checked this in a few customer environments that are multi org - and we can not see the option.
Possibly just missing in the new UI? Or do we know if there is an Access Priv. in play?
1. Go to an account that has an activity, contact and document
2. Tools > Account Synchronization
3. On Account Synchronization window select the Organization you would like to sync the account in (do not worry about selecting Include Affiliations, Include Product and Services, Include A/R Demographics)
4. Click OK
5. Account Synchronization Summary window opens
6. If successful, you will receive ‘Success’ message under Reason column
7. Now go to your Users dropdown at top right and select Open Organization
8. On Select Organization dropdown select the organization you synched account into on step 3
9. Click OK 10. Once synched organization window opens go to Main Menu > Accounts-All and confirm activity, contact(s), and document(s) all got brought over successfully
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Sam, unfortunately i checked with engineering and they said this was not designed to sync cross-org.
Can you give me more background on where this request is coming from?
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Thanks for double checking Seth!
Some consultants were saying this may have been functionality back in v19 - but never worked well and was removed - not sure if that scan.
We have a couple of organizations here that need multi org for reporting/legal purposes - but they want to share the accounts and contacts as it is the same customer base. ICC Sydney and Frankston City Council are two in this boat. -
Ok that helps to know its reporting related.
I'll share this post with Rich Jacobs, it looks like i can't tag him.
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Okay, a little more info…. I think it is license-related, so we don't see it in these customers' accounts, I was previously looking at.
In myUSI and USISample, it is licensed. I believe it is “Cross Organizational CRM” or (M1) entitlement.
The window looks like this - you right click an account, select “Account Synchronization”, and then select which org you want to sync it to (Sync is probably a poor choice of words, as it implies ongoing to many, I would have gone with “copy”). Few options on what you can ‘sync’
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Thanks Seth Halvaksz for flagging this note. Sam Miles we are going to be shortly releasing a product that does start to address multi site and (soon after) multi-org calendar visibility. It's not a solution for syncing as you're describing above, but it will provide customers with multiple implementations a holistic view of events, bookings and spaces. The other cool piece with this is that it can we can provide customers with the ability to map and aggregate both Enterprise and Elite products together.
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