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BMC FootPrints Service CoreCRM Bridge Overview

The FootPrints CRM Bridge is a set of integrations between BMC FootPrints Service Core and several of the leading sales automation tools. Specifically, the CRM Bridge integrates with:

• Microsoft CRM
• Salesforce.com

There are two parts to the CRM Bridge integration. The contact database from the sales automation database is dynamically linked to the BMC FootPrints Service Core Address Book, enabling support agents in BMC FootPrints Service Core to access customer contact information entered by the sales representative that resides in the sales automation tool. This enables the support representative to use the latest contact data for a customer. And if customer self-service is enabled, customer requests in v are pre-filled with the customer’s latest information from the sales automation database. In this way, the organization only needs to maintain one customer contact database, saving time and ensuring data accuracy.

In addition, sales representatives can view their customers’ active support issues residing in BMC FootPrints Service Core via a hypertext link or button from within the sales automation tool. This gives the sales representative read-only access to his or her customer’s support history at a glance. Using this feature, sales representatives can get the latest support activity for their customers at any time, making them better prepared when contacting their customers. By providing fast, easy read-only access to important customer data, the CRM Bridge can also help improve communication between the sales and support teams.

The BMC FootPrints Service CoreCRM Bridge requires no additional programming and only a few minutes of configuration in each tool (BMC FootPrints Service Core and the selected sales automation tool).  While the configuration for each sales tool is slightly different, all three of the sales force automation tools that have been integrated with BMC FootPrints Service Core can be configured in practically no time.  Complete instructions are provided below for implementing the integration.  Configuring the sales automation tool requires administrative access to the selected tool.

Note

The BMC FootPrints Service Core CRM Bridge is only available if you have purchased the Dynamic SQL Link license, an add-on to BMC FootPrints Service Core.  If you are interested in purchasing a Dynamic SQL link license, contact a sales representative at BMC or your local distributor.

BMC FootPrints Service CoreCRM Bridge Installations and Platforms

BMC FootPrints Service Core with CRM Bridge support is now available on the BMC download site.

There are installations available for three platforms:

• FootPrints CRM Bridge for Linux with MySQL Database
• FootPrints CRM Bridge for Windows with Microsoft SQL Server database
• FootPrints CRM Bridge for Microsoft SQL Express

This is a full installation of BMC FootPrints Service Core, and can not be used to upgrade an existing installation of BMC FootPrints Service Core. If a customer would like to try the CRM Bridge with an existing installation, they should call their BMC sales representative.

Note

If you are using the CRM Bridge with Microsoft CRM, you must be running BMC FootPrints Service Core on Windows. For Salesforce.com, you can run on any BMC FootPrints Service Core-supported platform

Topics in this chapter include:

• Microsoft CRM
• Configuration of Address Book in FootPrints for Microsoft CRM
• Configuration of Contact Issue History in Microsoft CRM
• Salesforce.com
• Configuration of Address Book in FootPrints for Salesforce.com
• Configuration of Contact Issue History in Salesforce.com
• Field Mapping in Salesforce.com

• Using the BMC FootPrints Service CoreCRM Bridge
• Using MS-CRM to Access FootPrints Service Core Issues
• Using Salesforce.com to Access FootPrints Service Core Issues 

Footprints CRM Bridge and Salesforce.com Fields

BMC FootPrints Service Core CRM Bridge can work with different field types in contact records in Salesforce.com , but there are some considerations when using something other than a character field:

• Character fields—Most built-in fields in both Salesforce.com are character fields, which work well with the Footprints CRM Bridge, both in displaying the field value and searching the field.
• Integer and float fields—Custom integer and float fields in Salesforce.com correctly for both displaying and searching in both products.  You must be careful that the FootPrints Service Core field type matches the field type in the sales tool.
• Date fields

• Salesforce.com—Date fields should be created as char fields in FootPrints Service Core.  When this is done, both display and search of these fields will work correctly.

• Dropdown fields
• Salesforce.com—Drop-down fields in Salesforce.com contact list should be mapped to the equivalent drop-down field in FootPrints Service Core, with the same drop-down choices.

Note

When a field is created in BMC FootPrints Service Core for use by the CRM bridge, that field is available subsequently if the Workspace is converted to using the BMC FootPrints Service Core Address Book.