Contact Activity

Use the Contact activity to create or update a contact in the Sales and Service Cloud for each Marketing Cloud Engagement contact that reaches this activity.

1. Hover over the Contact activity icon on the canvas.
2. To rename the activity, click Contact.
3. Click Configure.
4. Identify and update a Sales and Service Cloud contact or create a one.
   1. To create a Sales and Service Cloud contact if no existing Sales and Service Cloud contact is found using Marketing Cloud Engagement attributes, use Create or Update. When a Sales and Service Cloud contact is identified using the Marketing Cloud Engagement attribute you designate, that Sales and Service Cloud contact record is updated.
   2. Use Create Only to create a Sales and Service Cloud contact record for each Marketing Cloud Engagement contact that reaches the activity.
   3. Use Update Only to update the Sales and Service Cloud contact record that is identified.
5. When choosing Update or Create or Update, the mapper works as follows. If this Marketing Cloud Engagement contact is linked to a Sales and Service Cloud contact, Journey Builder associates the opportunity to that contact. If not, Journey Builder searches the Sales and Service Cloud using the key defined here. The opportunity is related to the contact that is found. If a Sales and Service Cloud contact record isn’t found, a record is created. Choose the Marketing Cloud Engagement attributes that are used to identify a Sales and Service Cloud contact.
   1. To find the Marketing Cloud Engagement attribute to use to identify a Sales and Service Cloud contact to update, type a value in the Search field.
   2. Alternately, scroll through the attribute groups shown. Click the attribute group that contains an identifying value, then scroll down to locate the value.
   3. Drag the Marketing Cloud Engagement attribute whose value identifies an existing Sales and Service Cloud contact record to the field it populates.
   4. Only one Marketing Cloud Engagement attribute can be mapped to a Sales and Service Cloud contact record field.
   5. To select the type of contact record field desired, use the dropdown menu next to the Sales and Service Cloud search field.
6. Scroll down to designate what happens if more than one contact match is found.

   If more than one Sales and Service Cloud record that matches the Marketing Cloud Engagement key is found, the selection made here dictates whether Journey Builder creates a Sales and Service Cloud record.

7. Click Next.
8. To map Marketing Cloud attributes to an existing Sales and Service Cloud field when this record is updated, click Map Fields. Or click Set Fixed Values to select or enter values to an existing Sales and Service Cloud field that is created when this record is updated.
9. Use Map Fields to map the Marketing Cloud attribute fields that are used to update the Sales and Service Cloud contact record with the values they contain.

   A Marketing Cloud Engagement attribute must be mapped to the Sales and Service Cloud record fields in the Required section.

   1. To locate a specific attribute, click an attribute group in the Marketing Cloud column.
   2. Hover over the name of the data extension to view the path.
   3. Drag a Marketing Cloud attribute to the Sales and Service Cloud contact value it populates.
10. To select the type of field desired, use the dropdown menu next to the Sales and Service Cloud search field.
11. Use Hide Defined Fields to show only fields not matched to a Marketing Cloud attribute.
12. Use Set Fixed Values if an identical fixed value is added to each Sales and Service Cloud contact record when this activity updates or creates a contact. This mapping is visible when mapped fields are displayed by clicking Map Fields. Set identical values on each contact record
13. Click Next.
14. Use the Set Update Options screen to choose how to update the fields mapped on the previous step.
    1. Make a selection for each mapped field.
15. Click Next.
16. Click Done.