Core CRM: Close.io

  ChurnZero Sync Capabilities

  Leads become Accounts in ChurnZero. Accounts are a core
  object in ChurnZero. At the Account level you can create
  Segments, trigger Alerts, run Plays, send NPS Campaigns, manage
  Journeys, and calculate ChurnScores. 

• ChurnZero Core Account Fields
  • Can be populated by Close.io, either by:
    • Fields on the Lead.
      • Example: Map the Close.io Lead field "Renewal Date" to Next Renewal Date in ChurnZero. 
    • Custom definitions based on objects associated directly with the Account.
      • Example: Look at all Opportunities where Start Date is in the past and End Date is today or in the future. From these Opportunities, map the End Date that is the furthest out to Next Renewal Date in ChurnZero. 
  • Can be bidirectionally synced between Close.io and ChurnZero. Note that this is only possible if there is a 1:1 relationship between a field in Close.io and a field in ChurnZero.
    • In other words, if Next Renewal Date in ChurnZero is based on a Lead field called "Renewal Date", then this field COULD be bi-bidirectionally synced. But if Next Renewal Date in ChurnZero is based on Opportunities, bi-directional syncing would not be possible. 
    • Edibility is set on a field-by-field basis and is OFF by default. 
    • If a core field is set to Editable, specific settings must be manually changed by the ChurnZero team to allow bidirectional syncing of these fields. Please work with your Implementation Specialist or CSM.

• Custom Account Fields
  • Can be bidirectionally sync between Close.io and ChurnZero.
    • Edibility is set on a field-by-field basis and is OFF by default.    
    • If a custom field is set to Editable, the sync will automatically adjust; no setting changes are required.  

• Parent/Child Accounts
  • Close.io does NOT support Parent/Child relationships at this time.
  • But if on your Child accounts there is a Lead field populated with the AccountExternalID for that Child's Parent Account, ChurnZero can construct Parent/Child relationships.  

• ChurnZero Account Data in Close.io
  • Outside of the core and custom fields described above, ChurnZero can push account attributes into Close.io upon request (this is not default behavior). 
    • The most common attributes that are pushed for accounts include "Primary ChurnScore" and "URL to ChurnZero Account Profile".  
      • ChurnZero will NOT push usage data into Close.io. 
    • If you want attribute(s) pushed into Close.io, you must first create Lead fields where ChurnZero can place the data. Please consult for Implementation Specialist and/or CSM to make sure you are creating the correct type of field. Once the fields are created, the ChurnZero team will finish the configuration. 

  Contacts become Contacts in ChurnZero. Contacts are a core
  object in ChurnZero. At the Contact level you can create
  Segments, trigger Alerts, run Plays, and send NPS Campaigns.
  Note that ChurnZero will sync ALL contacts associated with
  Accounts that meet the sync filters. We do not recommend            filtering the contacts that sync to ChurnZero for a variety of          reasons. 

• ChurnZero Core Fields
  • Can be populated by Close.io. 
  • Can be bidirectionally synced between Close.io and ChurnZero. Edibility is set on a field-by-field basis and is OFF by default. 
    • If a core field is set to Editable, specific settings must be manually changed by the ChurnZero team to allow bidirectional syncing of these fields. Please work with your Implementation Specialist or CSM.

• Custom Fields
  • Can be bidirectionally sync between Close.io and ChurnZero.
    • Edibility is set on a field-by-field basis and is OFF by default.    
    • If a custom field is set to Editable, the sync will automatically adjust; no setting changes are required.  

• ChurnZero Contact Data in Close.io
  • Outside of the core and custom fields described above, ChurnZero can push contact attributes into Close.io upon request (this is not default behavior). 
    • The most common attributes that are pushed for contacts include include "Most Recent NPS Date", "Most Recent NPS Rating" and "Most Recent NPS Comments".  
      • ChurnZero will NOT push usage data into Close.io. 
    • If you want attribute(s) pushed into Close.io, you must first create contact fields where ChurnZero can place the data. Please consult for Implementation Specialist and/or CSM to make sure you are creating the correct type of field. Once the fields are created, the ChurnZero team will finish the configuration.

  Task Activities become Tasks (if open) and Activities (if closed) in
  ChurnZero. 

• Bidirectionally synced between Close.io and ChurnZero.
• This is the default functionality. If bidirectional syncing is not desired, specific settings must be manually changed by the ChurnZero team. Please work with your Implementation Specialist or CSM.

ChurnZero does not sync with Notes, Emails, SMS, Calls, Meetings, etc, in Close.io in any capacity at this time. 

  The only Close.io custom object ChurnZero syncs with is
  Opportunities. Opportunities are secondary objects in ChurnZero.
  They can be used in Segments and they can trigger Alerts, but
  Plays, Journeys, NPS Campaigns, and ChurnScores cannot run
  against an Opportunity. 

• Only Opportunities associated with Leads (i.e. Accounts) that meet the sync filters will be brought into ChurnZero.
• Can sync any and all fields from the Opportunity object. 
• ChurnZero will only pull these fields. Editing Opportunity fields in ChurnZero is NOT supported.  

   Users become User Accounts in ChurnZero.

• ChurnZero users will be automatically created from your existing Close.io users.
  • ChurnZero automatically syncs all Close.io users so that references to those users - say on an Account or in a Task - are not broken. 
  • Please note that ChurnZero customers are only charged for users that access ChurnZero, NOT for all users that are created in ChurnZero. 
  • If you want to filter the users that sync to ChurnZero (even though this could break references), you'll need to provide a user field that ChurnZero can reference to filter users. 
    • Example: Only sync users if "Sync to ChurnZero" is set to YES.
• Reporting hierarchies between users (i.e. managers and team members) will need to be manually set up in ChurnZero. 
• User data is pulled from Close.io into ChurnZero. User data is not Editable in ChurnZero; updates must be made in Close.io. 
• ChurnZero does not have a unique "Log in with Close.io" option but Close.io users can log into ChurnZero using the "Log in with Microsoft" or "Log in with Google" options. 
  • All individuals that have a user account in ChurnZero technically can access ChurnZero. If you want to purposefully block users from accessing ChurnZero, you'll need to provide a user field that ChurnZero can reference to filter the users who can log in. 
    • Example: Only allow users to log in if "Access to ChurnZero" is set to YES. 

  ChurnZero Behavior

  Default: Every 15 minutes

• Picks up records that Close.io has flagged as changed since the most recent routine sync.
• Records (i.e. Accounts, Contacts, etc.) that newly meet the sync filters will be brought into ChurnZero as part of routine syncs. 
• When new fields are added to your sync, these fields will be populated by the next routine sync.
  • Ex: If a new Lead field is added to your sync, on the next routine sync ChurnZero will do a full sync of just the Leads object so that all Accounts are updated with this new field.
  • When new fields are added, it could take a few hours to get all data into ChurnZero (depending on how much data there is to move). 

  Default: Weekends

• Updates all records for all objects included in the sync. Done to ensure that records that may have not been flagged as changed are updated.
• All records (Accounts, Contacts, Tasks, etc.) that no longer meet the sync filters are only removed from ChurnZero during a full sync (i.e. routine syncs will not remove these records).