To configure this feature:

1. Navigate to CRM Setup > Engage Setup > Engage Platform Process Administration.
2. Enter the appropriate credentials in the Integration User Credential Management section.
3. Select Validate to ensure the credentials are populated successfully.
4. Navigate to Admin > Users & Groups > Permission Sets.
5. Select the appropriate permission set.
6. Select the Objects tab.
7. Grant the following permissions:

   Object	Object Permission	Object Types	Fields	Field Permission
   account_merge_history__v	R	n/a	account_personcontactid__v account__v name__v personcontactid__v	Read
   engage_connection__v	CRE	user_to_engage_profile__v	active__v from_user__v inactivation_datetime__v last_update_datetime__v name__v object_type__v to_engage_profile__v vexternal_id__v	Edit
   engage_profile__v	CRE	engage_hcp_profile__v engage_staff_profile__v	account__v connection_status__v connection_status_update_datetime__v degree__v display_name__v engage_signup_datetime__v first_name__v last_name__v name__v object_type__v profile_photo_url__v title__v vexternal_id__v	Edit

To configure this feature:

1. Ensure the following are configured:

   • Using Digital Business Cards
   • Using Engage Chat in CRM

2. Navigate to Admin > Users & Groups > Permission Sets.

3. Select the permission set for the appropriate user profile.

4. Select Objects.

5. Grant the following permissions:

   Object	Object Permission	Object Types	Fields	Field Permission
   account__v	R	n/a	engage_profile_status__v	Read
   engage_connection__v	R	n/a	active__v from_user__v modified_date__v name__v object_type__v to_engage_profile__v	Read
   engage_profile__v	R	n/a	account__v connection_status__v degree__v display_name__v first_name__v last_name__v modified_date__v name__v object_type__v profile_photo_url__v title__v vexternal_id__v	Read

6. Activate a Full Sync VMOC for the engage_profile__v object for the appropriate platforms. Populate the following:
   • Account Lookup = account__v
   • WHERE clause = WHERE account__v IN (SELECT id FROM account__vr)
   • Enable Enhanced Sync is selected
7. Activate a Full Sync VMOC for the engage_connection__v object for the appropriate platforms. Populate the following:
   • WHERE clause = WHERE to_engage_profile__v in (SELECT id FROM to_engage_profile__vr WHERE account__v != null)
   • Enable Enhanced Sync is selected

The Engage Profile Integration Sync runs as part of the Engage Reporting Processes in the Process Scheduler. Each sync is automatic and incremental, unless any syncs were not successful within the last 90 days or the last 10 syncs failed. Each sync includes all changes to Engage Profiles since the last successful sync.

Business admins can also select Begin Full Sync in the Engage Profile Integration Sync History section of the Engage Platform Process Administration tab to manually perform a full sync. The sync history displays the last 10 syncs.

Wait at least 60 minutes after one sync finishes before starting a new sync. This allows the updates in Engage Connect from the completed sync to be pushed to CRM. The Engage Profile Integration Sync cannot run if an Engage Post-Processing job is in progress.

When a sync completes, one of the following messages displays in the sync history table:

Message	Description
Completed successfully	All records were successfully created or updated
Completed with errors. Please see Error log for more information	At least one record was successfully created or updated, and at least one record failed to be created or updated
Configuration errors exist for the Integration User. Please see log for more information.	All records failed to be created or updated due to incorrect field permissions for the integration user
Failed	All records failed to be created or updated, or one of the following is true: The system could not connect to Engage Connect The system could not connect to Vault The integration user credentials are invalid

Business admins can download and view the success and error logs for each sync for more information.

If a sync fails to create or update the appropriate records, the next sync tries to create or update those records again. Business admins can view error messages for sync failures in the Engage Profile Integration Sync History table. A failed record is retried until it fails ten consecutive syncs, after which it is not retried until its next update in Engage. Failures due to configuration issues, for example, invalid credentials for the integration user, can be retried more than ten times.

An Engage profile for an account syncs to CRM if one of the following is true:

• The Engage profile is connected to an end user in the Vault
• The Engage profile is associated with an Account ID in the Vault and is connected to an end user from the same company

The sync process identifies engage_profile__v records corresponding to Engage profiles. If a record exists, the sync updates the fields with the changes from Engage. If a record does not exist, the sync creates the record and populates it appropriately.

The following fields are populated on each engage_profile__v record:

engage_profile__v field	Description
account__v	The account in Vault CRM associated with the Engage profile. Engage profiles are not required to be associated with accounts. An Engage profile is automatically associated with an account when the HCP: Signs up for Engage from an account-specific connection invite. See Sending Engage Connection Invites to HCPs for more information. Joins an Engage meeting. See Joining an Engage Meeting as an Attendee for more information. Joins remote CLM. See Presenting CLM Content Remotely for more information. Submits a meeting request from an Approved Email. See Meeting Requests via Approved Email for more information. Receives a web link for CLM content via Engage chat with the account selected. See Sharing CLM Content via Web Link for more information.
connection_status__v	Indicates the status of the Engage profile. Options include: active__v - The Engage profile has at least one active connection with a CRM user in the Vault inactive__v - The Engage profile has no active connections with any CRM users in the Vault deleted__v - The Engage profile has been deleted by the HCP
connection_status_update_datetime__v	The date and time the connection_status__v field was last updated
degree__v	The degrees for the HCP
display_name__v	The name of the HCP, which can be edited by the HCP
engage_signup_datetime__v	The date and time the profile was created
first_name__v	The first name of the HCP
last_name__v	The last name of the HCP
profile_photo_url__v	The CDN URL of the HCP's profile photo
title__v	The title of the HCP

An engage_connection__v record is created for each connection to an end user. If an end user or an HCP disconnects from a connection, the corresponding engage_connection__v record is deactivated in the next sync but not deleted.

Do not manually update engage_profile__v or engage_connection__v records created by the Engage Profile Integration Sync. Doing so prevents future syncs from appropriately updating the records.

If an HCP deletes their Engage profile, the following updates to the corresponding engage_profile__v record occur in the next sync:

• The name is set to Deleted User
• The connection_status__v field is set to Deleted
• The connection_status_update_datetime__v field is set to the current date
• All other fields are cleared
• All associated engage_connection__v records are deactivated

If an Engage profile is merged with another profile, the merged profile is treated as a deleted profile.

When end users select the Engage profile indicator on an account, a popover displays the following for each Engage profile associated with the account:

• Profile Photo of the profile. See Editing Profiles as an HCP for more information.

Vault CRM automatically downloads an account’s profile photo when:

The user selects the Engage profile indicator for the account

The user navigates to the Engage tab and there is a chat thread with the account’s profile

Users must have an active internet connection to download profile photos. Once a profile photo is downloaded to CRM, users can view it when they are not connected to the internet.
• Display Name of the profile. See Editing Profiles as an HCP for more information.
• Connection Status, Connect button, or Chat button, depending on whether the user has digital business cards enabled and/or chat/ping enabled:
• The Connection Status displays when:
• The user does not have digital business cards or chat/ping enabled
• The user has digital business card enabled and is connected to the profile, but does not have chat/ping enabled
• The Connect button displays when the user has digital business cards or chat/ping enabled, but the user is not connected to the profile. Selecting the Connect button for a profile sends a connection invite to the HCP and Invite Pending displays.
• The Chat button displays when the user is connected to the Engage profile and has chat/ping enabled. Selecting the Chat button for a profile displays the user’s chat thread with that profile in the Engage tab.
• Share Engage Invite Link, which displays when Sending Engage Connection Invites to HCPs is configured. Selecting the Share Engage Invite Link button displays a share modal for sending a connection invite to the HCP via one of the configured channels.

The Engage profile indicator also displays on the icons next to account names in My Accounts in the list and table views, and in child account hierarchies for parent accounts.