Syensqo IS - Customer Support

Page tree

You are viewing an old version of this page. View the current version.

Compare with Current View Page History

« Previous Version 13 Next »


About this page

Instance: iCare
Scope: 6 configuration changes — Fields, Reports, Users, Logic
Owner: CRM Admin / Marketing Ops


C-01 · AI Outreach flag

ObjectCampaign
Field labelAI Outreach
API nameclay_ai_outreach__c
Field typeBoolean (checkbox)
Default valueFALSE
Populated byUser — set manually by MARCOM Ops

 When set to TRUE, indicates that this Campaign is being executed via the Clay / Smartlead capability. Used by MARCOM Ops to scope reporting and filter campaigns eligible for the Clay workflow. No automated logic — user-managed only.

Governance Table

Managed byMARCOM Ops (set) · CRM Admin (created)
Write accessMARCOM Ops profile and above
Read accessAll internal users
Integration sourceNone — user-managed only
Data sensitivityLow


C-02 · Cold Lead flag

ObjectLead
Field labelCold Lead
API nameclay_cold_lead__c
Field typeBoolean (checkbox)
Default valueFALSE
Populated byAutomation / scheduled Flow

 Identifies Leads eligible for inclusion in Clay-driven AI outreach campaigns. A Lead is considered cold when it has not engaged recently and passes all exclusion checks. Used to filter the Cold Lead Report and as a prerequisite for Campaign Member inclusion.

Governance Table

Managed byCRM Admin (field) · Automation (value)
Write accessAutomation / Flow only — no manual edits
Read accessMARCOM Ops, Sales, CRM Admin
Integration sourceNone — derived from SFDC field values
Data sensitivityMedium — drives outreach eligibility decisions

Logic 

Exclusion rules — any one of these disqualifies the lead

  • HasOptedOutOfEmail = TRUE → exclude
  • clay_overall_hard_bounce__c = TRUE → exclude
  • Lead has one or more related Contact records → exclude

Positive rules — lead must meet at least one

  • Status = 'Unqualified' → always cold
  • Any other status + Last_Interaction_Date__c is NULL or older than 365 days → cold

C-03 · Hard bounce management

Field 1 — Clay External Hard Bounce

ObjectLead
Field labelClay External Hard Bounce
API nameclay_external_hard_bounce__c
Field typeBoolean (checkbox)
Default valueFALSE
Populated byClay connector (writeback)

Field 2 — Overall Hard Bounce

ObjectLead
Field labelOverall Hard Bounce
API nameclay_overall_hard_bounce__c
Field typeFormula (Boolean)
Default valueCalculated
Populated byFormula — read only


Consolidates hard bounce signals from Pardot and Clay/Smartlead into a single unified flag. All downstream exclusion logic references clay_overall_hard_bounce__c only — never the individual source fields.

Governance Table

Managed byCRM Admin
clay_external_hard_bounce__cWritten by Clay connector only — no manual edits
clay_overall_hard_bounce__cFormula field — read only, cannot be written to
Integration sourceClay → Salesforce connector
Downstream dependenciesclay_cold_lead__c exclusion logic (C-02) · Cold Lead Report (C-04)
Data sensitivityMedium — affects deliverability compliance


Logic 

Formula — clay_overall_hard_bounce__c resolves to TRUE if either source is TRUE

  • pi__pardot_hard_bounced__c = TRUE → overall bounce = TRUE
  • clay_external_hard_bounce__c = TRUE → overall bounce = TRUE

Positive rules — lead must meet at least one

  • Status = 'Unqualified' → always cold
  • Any other status + Last_Interaction_Date__c is NULL or older than 365 days → cold

C-04 · New reports

Report specs · Governance

Report 1 — Cold Lead — Eligible for AI Outreach

Report nameCold Lead — Eligible for AI Outreach
ObjectLeads
Primary filterclay_cold_lead__c = TRUE
PurposeUsed by MARCOM Ops to identify Leads eligible for AI outreach before building Campaign Member lists

Report 2 — SFDC Campaign Member Export for Clay Import

Report nameSFDC Campaign Member Export for Clay Import
ObjectCampaign Members
PurposeOnly approved report for exporting Campaign Members to Clay. Must not be modified.

Included Fields

FieldNotes
CampaignMemberIdStable key for writeback matching — required
LeadIdStable key for Lead record matching — required
Full nameLead full name
EmailPrimary email address
CompanyLead company name
DescriptionUsed for enrichment writeback

CampaignMemberId and LeadId are mandatory columns. If either is missing from an export, do not import to Clay — writeback will fail or create mismatched records.

Governance Table

Report ownerCRM Admin
Report accessMARCOM Ops (run) · CRM Admin (edit)
Modification policyThe Campaign Member Export report must not be modified without CRM Admin approval — field changes affect writeback integrity
LocationSalesforce Reports → Clay Integration folder


C-05 · Integration users

Purpose

Dedicated Salesforce integration users for the Clay native connector, scoped per CRM instance. Using dedicated users ensures connector activity is clearly identifiable in audit logs and access can be revoked independently per instance.

Integration users

InstanceUsername UATUsername PRDRole
COREclayintegrationuser@syensqo.com.crm.uat
Clay connector — read/write
iCareclayintegrationuser@syensqo.com.spp.uat
Clay connector — read/write

 Minimum permissions required

ReadLeads, Campaign Members, Campaigns
Writeclay_has_replied__c · clay_reply_classification__c · clay_external_hard_bounce__c · Description (Lead, append only)
No accessOpportunities, Accounts, Contacts, or any object outside integration scope


CampaignMemberId and LeadId are mandatory columns. If either is missing from an export, do not import to Clay — writeback will fail or create mismatched records.



Governance Table

Report ownerCRM Admin
Report accessMARCOM Ops (run) · CRM Admin (edit)
Modification policyThe Campaign Member Export report must not be modified without CRM Admin approval — field changes affect writeback integrity
LocationSalesforce Reports → Clay Integration folder





The best way to get IT support is to use the new Service One Platform.