Get a fast answer on how ROLLER Connect for Salesforce works, what syncs and what your Salesforce administrator needs to set up. Each answer links to the guide section that covers it in full.
For how the integration works and how to use it, see Get started with ROLLER Connect for Salesforce, Sync ROLLER guest and booking data to Salesforce and Manage group event sales in Salesforce. If something isn’t working, see Troubleshoot ROLLER Connect for Salesforce.
ROLLER Connect for Salesforce is available on request. To learn more, contact your customer success manager or the support team.
What the integration does
What the integration is, who it's for and which system owns your data.
What is ROLLER Connect for Salesforce?
A native integration between ROLLER and Salesforce. It syncs guest and booking data into Salesforce for CRM and marketing, and lets you run group event sales from pipeline through to confirmed booking without switching platforms.
To learn more, see Get started with ROLLER Connect for Salesforce.
What are the modules, and do I need both?
Two: ROLLER Connect – CRM and ROLLER Connect – Groups & Events. Enable one or both. CRM covers guest data, reporting and lifecycle marketing. Groups & Events runs the events sales pipeline.
To learn more, see What each module does.
Who can get it?
ROLLER Connect for Salesforce is available to customers using Salesforce, on request. To get started, talk to your customer success manager or the support team.
To learn more, see Who ROLLER Connect for Salesforce is for.
Which system is the source of truth?
ROLLER owns guest and booking data and it flows one way into Salesforce. Synced records are locked in Salesforce to prevent conflicts. For group events, the Opportunity is where you make changes.
To learn more, see How guest and booking data flows to Salesforce.
Setup, licensing and data
What your Salesforce administrator needs before go-live, and what happens to your data afterwards.
Do I need my own Salesforce org?
Yes. The package installs into your organization's existing Salesforce environment. The ROLLER Training & Implementations team connects and configures your org.
To learn more, see Before you start.
What Salesforce licenses do I need?
Sales Cloud licenses are required to use the Groups & Events tool. To check what your team needs, contact your customer success manager or the support team.
Can I test before going live?
Yes. Your Salesforce sandbox is synced with your ROLLER Playground environment, so your team can work through bookings end to end before touching live data.
What happens to our data if I uninstall the package?
Your data is unaffected. It's saved to a permanent database.
How do I handle a GDPR erasure request?
Delete the data manually from both ROLLER and Salesforce. An erasure in one system doesn't cascade to the other.
For the steps on the ROLLER side, see How do I delete a guest's data?. For ROLLER's role as your data processor and responsibilities, see How ROLLER handles guest data under GDPR and other privacy laws.
ROLLER Connect – CRM
How guest and booking data lands in Salesforce, and what you'll see when something changes in ROLLER. For group event questions, see Manage group event sales in Salesforce.
What data syncs to Salesforce?
Guests become accounts and contacts, bookings become orders with full transaction detail, plus products, venues and payments.
To learn more, see What syncs to Salesforce.
How are accounts organized?
By company name where a company is attached to the guest record in ROLLER. Where there's no company, by postcode — all contacts in the same postcode group under a single account.
To learn more, see How accounts are organized.
How do orders get created?
Three ways: a standard ROLLER transaction through the online checkout, Venue Manager or POS; a group event Opportunity reaching Closed Won; or a guest buying a product with Online Purchase Creates Opportunity enabled.
To learn more, see How orders are created.
Is the Opportunity linked to its Order?
Yes. There's an Opportunity field on the Order that links directly back to it.
For the three ways an Order gets created, see How orders are created.
Can I add custom fields to Opportunities and Orders?
Yes, you can add any fields you need on either object.
Where you're migrating from another system to ROLLER, we recommend mirroring your current Bookings and Booking Products setup onto Orders and Order Products, so your reports and automations carry across.
What happens in Salesforce when a booking is canceled?
The ROLLER Status field on the Order changes to Cancelled. The Order stays in Salesforce rather than being removed.
What happens in Salesforce when a booking is refunded?
A new transaction for the refunded amount is added to the Order in Salesforce.
Can I control who edits a booking in ROLLER?
Yes. Guest and booking data is managed in ROLLER, so who can edit a booking is controlled by ROLLER staff roles and permissions, not in Salesforce.
To learn more, see Create and manage staff roles and permissions and Permissions by feature and role.
Support scope
What the ROLLER support team can help with, and what belongs with Salesforce.
What can ROLLER support help with?
Anything integration-related — data not syncing, connection errors and unexpected behavior in the integration. Contact the support team if something isn't working as described in these guides.
To learn more, see What ROLLER can help with.
What's out of scope?
Salesforce itself is outside ROLLER's support scope. Configuration, user permissions, page layouts, custom fields and anything else not related to the integration go to your Salesforce administrator or Salesforce support. Where you're not sure which side the problem sits on, contact the support team and they'll help identify it.
To learn more, see What's outside our scope.