Overview
One of Backstory’s most critical concurrent processes is activity matching. Matching takes your team’s business activities such as emails and meetings, and automatically matches them to their relevant Account, Opportunity, or Lead in Salesforce.
There are times, however, when the initial match is not the desired result. This can happen in the event a change is made in Backstory or Salesforce after the fact.
In such cases, Backstory’s Edit Match feature enables activities to be manually remapped to the most ideal object in Salesforce.
How does matching work?
When Backstory initially ingests a business activity such as an email or meeting from an data-enabled user’s mailbox or calendar, that activity is automatically matched to the best possible Account, Opportunity, or Lead in Salesforce based on predefined business rules, matching strategies, and ownership requirements.
In other words, there are several rules that will automatically be applied to ensure the best possible match is chosen the first time around.
There are a number of pages within the Backstory application where you’ll see matched activities, including:
Insights
Team page
Accounts page
Opportunities page
Activity Feed
Team Performance
Deal Room
On any of these pages, you’ll have the ability to Edit a match. This enables you to change the Account, Opportunity, or Lead that an activity matched to.
Edit Match
Edit Match allows users to edit an activity to
match to any location that was not chosen during the automated matching process. This includes:
Searching and selecting a new location for this activity to be matched to (including matching a previously unmatched activity). Edits are not restricted at all meaning that activities can be edited to any location irrespective of matching rules
Selecting one of the recommended matching locations, this is generally one of the alternatives considered for automatic matching for that specific activity
In many cases, this process enables you to switch the activity’s match from the Account to Opportunity, and vice-versa.
This workflow is accessible via the Edit Match button found above any matched activity.
Upon clicking Edit Match, you’ll see a prompt with a number of pieces of information that’ll enable you to not only understand the current match, but choose a new one.
1. The Account/Opportunity/Lead chosen as the activity’s current match.
2. Match Details. This tab breaks down exactly why an activity matched the way it did based on matching configurations, which is controlled by the Backstory user’s Configuration Profile.
3. Recommended matches. Specifically, these were options available at the time the activity was processed, but were not chosen.
4. Remove Match. This option can be used in the event the matched activity is not business-relevant, and should be removed from your CRM.
Match Details
Match detail information is different for score-based matching (available as of Nov 2022). You can learn more about score-based matching here. To enable score-based matching for your organization, please contact your Customer Success Manager.
--
The match details tab, as seen in the above screenshot (#2) is only visible to Backstory Admins, and enables them to understand in more detail why an activity matched the way it did.
This tab will dynamically surface key details related to how the selected activity was matched, such as:
Account/Opportunity ownership among internal participants
Whether or not external participants’ email domains match that of their related Account
Ex: james@acme.com <> www.acme.com
Whether or not external participants existed in CRM as Contacts, or OCRs at the time of matching
Furthermore, Match Details will highlight recommendations on how to improve matching going forward.
Actions such as ensuring external participant email domains and their Account’s website match, and manually adding OCRs to relevant Opportunities can greatly improve matching accuracy.
Things to Consider
Match edits submitted through this workflow will always propagate to CRM.
Manually edited activities can be overridden, which means the latest edit will always be reflected.
When an activity is edited, it will take a few hours for the change to reflect in Backstory. Therefore, a notice will show to users that an activity has been edited and is being processed such as below:
Match Details is only available to Backstory administrators.
--
Have any questions? Drop us a line at support@backstory.ai.