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Understanding Welkin <> Salesforce

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Sam Bellach
Updated

Here are some important things to know about the Welkin <> Salesforce Integration:

  • Welkin retrieves three different types of records from Salesforce:
    1. Patient profiles
    2. Coach profiles
    3. DBRFs (procedures)
  • Welkin continuously monitors which Salesforce records have been recently modified, and then syncs with those recently modified records to bring the updated information into Welkin.
  • The three different types of Salesforce records listed above sync independently of one another
    • For example, a recent change to a patient profile record (e.g. demographic info) will not trigger Welkin to update the patient's DBRF records (e.g. update a procedure type from Trial to Perm) and vice versa.
  • A patient's territory in Welkin is determined by:
    1. Who the owner is of the patient profile record in Salesforce
    2. What territory that owner/DSM belongs to in Welkin
  • Welkin looks for recently modified records in Salesforce every 15 minutes, so if you modified a record, it could take some time for the change to be reflected in Welkin. 

 

FAQ:

Help! The patient exists in Salesforce but does not appear in Welkin

There are multiple reasons why the entire patient profile might not appear in Welkin. Most reasons have to do with missing or invalid data in Salesforce. Here are the most common things to check for:

  • Are the following patient data fields properly entered in Salesforce?
    • DOB
    • Phone number, with a valid area code
    • Email address
    • Zip code
  • Are the following true of the owner in Salesforce?
    • The owner is the DSM of the desired territory in Welkin
    • The owner's email address in Salesforce matches that of their coach account in Welkin
    • The owner's coach account is activated in Welkin

If all of the above looks fine in Salesforce, try making and saving an "empty" edit to the patient's demographic info, such as changing the patient's address and then reverting it back to the correct address.

 

Help! The patient appears in Welkin, but they are in the wrong territory.

More often than not, this issue is related to the owner of the patient record in Salesforce. In addition to checking the patient's data fields are properly entered in Salesforce, here are the usual things to check for:

  • Are the following true of the owner in Salesforce?
    • The owner is the DSM of the desired territory in Welkin
    • The owner's email address in Salesforce matches that of their coach account in Welkin
    • The owner's coach account is activated in Welkin

If everything checks out, try making and saving an "empty" edit to the patient's demographic info, such as changing the patient's address and then reverting it back to the correct address. 

 

 

Help! A procedure for the patient does not appear in Welkin, or, a procedure does not reflect what the DBRF says in Salesforce

Review the DBRF record for accuracy. Here are a couple data fields to check for proper entry in Salesforce:

  • The status is "invoiced," "submitted," or "verified"
  • The Procedure Date is valid

If all of the above looks fine in Salesforce, try making and saving an "empty" edit to the patient's specific DBRF record in question (not the patient's demographic info). This should trigger Welkin to import the updated DBRF information at the next sync.