Salesforce Connector User Sync Back

This article is part of the Q2 2025 Major Release. To stay updated on Major Releases and the date this functionality will be available, please see our Release Notes.

The SkillSync Salesforce App offers the ability to sync SkillSync Learners back to Salesforce as Contacts. In this article we will explain how to configure this service, as well as some frequently asked questions. 

How to Configure the Sync Back Service

You can configure the sync back service in the Salesforce App. Follow the steps below to set up the sync:

1. Click on the App Launcher icon, and search for SkillSync Setup.
   
   
   
2. Navigate to the Data Mapping section and click Edit.
   
   
   
3. Toggle on Inbound Learner Sync.
   
   
   
4. Once Inbound Learner Sync is enabled, a Source Department ID needs to be validated. This determines the scope of Learners in SkillSync that could be synced. Copy and paste the Department ID from your SkillSync instance that has Learner sync to your Salesforce instance.
   
   
5. Click Validate.
   
   
6. Below the Source Department ID, there are two radio buttons. These provide two scope options for which Users will be synced:
   
   
   • This department only: this option will only sync Users in this Department to your Salesforce instance. 
   • This department and all sub-departments: this option syncs all Learners in this Department and any Users in the Sub-Departments of the validated Department. 
     
     
     
7. Next, select the rule for the Contacts' Account type. This will determine what type of Account each Learner is placed in. The available rules are:
   
   
   • Place all Contacts in a default Account. This option allows the Admin to select one of the Accounts in your Salesforce instance and sync all the Learners as Contacts in this Account.
   • Place all Contacts in an Account matching their SkillSync Department. The option places Learners in the Account where the Account names are equal to their Department names.
   • Allow Contacts to be placed in a specific Account. This option places the Learners into an Account where the selected field for SkillSync Users matches the Account name in Salesforce. 
     
     
     
8. Continue with the rest of the configuration.

FAQ

1. How does the Learner map to an existing contact?
   
   A: The Connector leverages the field mapping on top of the contact configuration page; the field that is mapped to the SkillSync Username. We recommend using the email address for the mapping, however, this is not mandatory.
   
   Examples below use the email address from the contact object mapping to the SkillSync Username:
   • If the Username matches a unique email address of a certain Contact, the User will be synced to that existing Contact.
   • If the Username matches multiple email addresses of different Contacts, the sync would fail to avoid ambiguity.
   • If the Username doesn't match any email addresses of Contacts, we will create a new Contact, and the Contact will be created under the Account based on the Department synced rule. 
     
     
2. Can we sync the Learner as an Admin or a person account?
   
   A: Unfortunately, the Salesforce connector can only sync SkillSync Learners as Contacts.
   
   
3. During the sync back process, can the Salesforce connector create any Accounts?
   
   A: No, our User sync can only create Contacts, or link a User to an existing Contact. We do not create any Accounts to avoid disrupting your Salesforce instance.
   
   
4. Will my Contacts be moved to another Account?
   
   A: Yes, the connector will move the Contacts to the destination Account based on the configuration.
   
   
5. What if there are multiple Contacts found in the Salesforce instance with the same unique identifier?
   
   A: The sync will fail because unique Contacts are required.
   
   
6. Will enrollments be synced over for the synced Contacts?
   
   A: Yes, all the relevant data (including enrollments, certifications, etc.) will be synced over.
   
   
7. What happens if I deactivate the Learner in SkillSync?
   
   A: The contact will remain, but it will no longer link with the SkillSync User. Re-activating the Learner will sync them back to the Contact.