Order Management & Salesforce Integration

LogiSense EngageIP for Salesforce empowers your sales and customer representatives with the tools to simplify on-boarding of new clients, promote upsell opportunities and provide end-to-end visibility into customer account details all without ever having to leave the Salesforce platform or interface with your company's billing department.

Accounts and Contacts

Both EngageIP and Salesforce have the concept of parent/child relationships between accounts. This relationship will be honoured when accounts are pushed to EngageIP. Once an account is synced with EngageIP, a new parent can only be assigned if it falls within the same hierarchy.

Any accounts that will be synced with EngageIP must contain the following settings on the Salesforce end:

  • Account Currency - the currency cannot be changed once synced. Parent and child accounts must have the same currency.
  • Subscription Invoicer Account - (self or other within their hierarchy). Children will inherit parent settings by default.
  • Usage Invoicer Account - (self or other within their hierarchy and owner). Children will inherit parent settings by default.
  • Tax Inheritance Account - (self or other within their hierarchy and owner). Children will inherit parent settings by default.

The figure below illustrates the syncing mechanism between Salesforce and EngageIP for accounts, catalog information and opportunity information.

SFDC Diagram

Products and Pricebooks

EngageIP administrators can appoint packages to different price books for quoting within Salesforce. They do this by segmenting the product catalog into multiple pricebooks. A sync operation can be initiated from EngageIP to sync the pricebook with Salesforce. EngageIP will always be the system of record for any product definitions and pricing. This would includes the creation of price books to ensure that when an opportunity is Closed:Won and pushed to EngageIP that the system can associate the correct package to the account. Pulling price books into SFDC will be done via a custom button. Mapping of EngageIP to SFDC objects may resemble the following:

SalesforceEngageIP
Salesforce PricebookEIP Pricebook
Salesforce ProductsEIP Package, Package Currency, Package Frequency
Salesforce Product Service (Custom)EIP Package Service, Package Service Price Plan, Package Service Recurring Price, Package Service One-Time Price
Salesforce Price Book Entries EIP Product Price Book Package Connector


Opportunities

Only opportunities that use an integrated EngageIP price book can be synced with EngageIP for billing purposes when the opportunity is Closed:Won. Syncing of opportunities will occur via a custom button that must either be manually clicked (native) or triggered via a custom Salesforce business process (developed by customer). This will ensure that any predefined approval processes will not be interfered with when an opportunity stage changes to Closed:Won.

When an opportunity is pushed to EngageIP, account and contact details will also be sent. This will allow EngageIP to either simply add the product to an existing account or create a new account. An SFDC user can utilize the existing Opportunity Type field to specify which business process will be triggered within EngageIP when a Closed Won opportunity is pushed into EngageIP. This business process creates a price plan on the account within EngageIP or add the products directly to the account. Opportunity product price changes will be done on a custom package service screen within SFDC.

A custom button is added to the opportunity product allowing the rep to drill down into the services to change quantities, recurring, one-time and/or state based pricing per service. The opportunity product price will become a sum of the underlining charges. SFDC reps require the ability to adjust usage rate (pricing) associated with opportunity products.

The default price for each rate will be configured in EngageIP and pulled to SFDC as a starting point for the rep.