How Does the System of Record work?

When you set up your mappings, you added a row to represent each connected object (for example, ConnectWise contacts, Salesforce leads, and Salesforce contacts).  The order in which these fields appear determines your system of record for this field. 

In the example above, the Salesforce Contact record is the system of record, then Salesforce lead, and finally Connectwise Contact.

What does this mean?

The value that exists in the system of record is the "master" value for this field.  Changes made to the Salesforce contact record will propagate to the Salesforce lead and Connectwise contact, but not vice versa.  Think of it as data flowing downstream from top row to bottom row.  

When a field is populated in a "lower" system but that field is not populated in a system further up in the hierarchy, the data will flow "upwards".  However, a change made to data in a lower system can never overwrite data that exists in a higher system.

Wait, what?

Here are a few scenarios:

  • A new contact record is created in Connectwise.
    • Bedrock sync creates a lead in Salesforce and copies all mapped data from Connectwise.
  • A new contact record is created in Salesforce.
    • Bedrock sync creates a contact (and a company, if a match doesn't already exist) in Connectwise.
  • A contact record in Connectwise has new data added (eg, favorite ice cream).  The Salesforce contact or lead pair doesn't have any value in this field yet.
    • Bedrock sync copies the favorite ice cream value to Salesforce.
  • A contact record in Connectwise has a field value changed (eg, from "Vanilla" to "Rum Raisin").  The Salesforce contact or lead record already has a value for this field ("Vanilla")
    • Since Salesforce is the system of record, Bedrock sync keeps the value from Salesforce and changes the ConnectWise value back to match what exists in Salesforce.  After the next sync run, the ConnectWise field will say "Vanilla" again.
  • A contact record in Salesforce has a field value changed (eg, from "Vanilla" to "Rocky Road").  The Connectwise contact already has a value for this field ("Vanilla").
    • Since Salesforce is the system of record, Bedrock passes the value from Salesforce into ConnectWise.  After the next sync run, the ConnectWise field will say "Rocky Road".

How does this help?

It's important to maintain one system that's the master data set.  For example, you don't want your marketing system (which can have junk data entered via forms or uploads) to overwrite the phone numbers, emails, and ice cream data that your sales team has carefully gathered during calls and face-to-face visits.  

Can I change which system is the system of record?

Absolutely!  You can drag fields into whatever order works to support your business model.  Fields that originate in the marketing system (such as lead score) can have the marketing system set as the system of record.  Different objects can use different systems of record as well.

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