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Introduction & Background

Thank you for your interest in UserGems! This guide will take you through the configuration wizard and outline many best practices within the onboarding process.

You will be partnered with a dedicated Customer Success Engineer (CSE) and a Salesforce-certified RevOps resource for onboarding and the duration of your contract. For this implementation, you can expect a smooth and fully supported onboarding experience where we will cover everything in the guide below and more, including:

  • Installing the UserGems Managed Package & Connecting your Salesforce to UserGems
  • Import Contacts & Key Accounts: Upload meaningful contacts and accounts to track into the UserGems database (via Salesforce reports/CSV) or allow UserGems to pull them automatically to save time
  • Persona & ICP Generation: UserGems' AI will audit your existing Closed Won data to generate your ideal buyer profile(s) and ICP accounts for you. We can also use/reference specific personas and target account lists that you may already have in Salesforce.
  • Signal Activation: Work with your CSE to determine which signals should be activated as we kick off the UserGems program - these signals and related automations are generally activated with just a few clicks!
  • Workflows & CRM Mappings: Based on the signals/playbooks your team wishes to utilize, your CSE will construct UG workflows to support CRM record creation/updates, custom routing, Slack or email notifications, auto-enrollment to sequences, and much more!
  • Full team training run by UserGems (or we can train-the-trainer)
  • Go-live & ongoing program management

Step 1 - Install the UserGems <> Salesforce Managed Package

The latest version of the UserGems/Salesforce integration is an unlisted managed package that is installed via the Salesforce AppExchange using one of the links below.

Please note that while you can install UserGems in your Salesforce sandbox, UserGems does not offer a trial, and no data will be sent into your sandbox until you become a customer. Most UserGems customers choose to skip the sandbox stage and implement directly to production given the lower risk profile of our product (UserGems never overwrites your data).

When prompted, it's highly recommended that you "Install for All Users"! ‍

If you do not grant access to All Users, then you must select all profiles that might include end users who need to view and modify the Leads & Contacts that UserGems creates.

Also See: A full list of components included in the UserGems Managed Package.

Step 2 - Select or Create an Integration User for UserGems

You can either select an existing Salesforce User or create a new dedicated Salesforce Integration User for UserGems.

Also See: How Many API Calls Does UserGems Use?

Step 3 - Connect your Salesforce Integration User

Your CSM will provide the sign-up links for you to access the UserGems application for both yourself and the Salesforce integration user. All UserGems plans include unlimited Users.

To connect your Salesforce Integration User: first, login into Salesforce as your integration user (we suggest using an Incognito window so that there is only one active Salesforce session in your browser). Please note that:

  • You cannot use the "Login As" feature to impersonate a user; you need to actually login as the integration user.
  • You can connect an integration user that has SSO, 2FA, or is API Only. If the User is API only, you will see an error related to that when you login, but you will still be able to successfully authorize UserGems once your session is active.

Then, in the same browser session, follow the signup link provided by your CSM, and simply click “Sign in with Salesforce”

Once your integration user is connected to UserGems, your CSM will approve the connection and you will be notified.

Step 4 - Import Contacts to Track

In UserGems, we will select which opportunity contacts we want to import (CW, CL, Open) along with any custom categories we want to upload in the form of Salesforce reports. Some use cases for these imports:

  • Track contacts for job changes
  • Suggest referrals from tracked champions into ICP accounts where they used to work
  • Data is used to auto-generate your buyer Persona within UserGems (more on this below)

Step 5 - Generate Buyer Persona(s)

Utilizing your imported Closed Won and/or Open Opp contacts, our AI will generate a personalized "Buyer Persona" for who you typically sell to - based on titles, departments, and seniorities. Rest assured, if you already have a persona defined or if you want to tweak the UserGems-generated one, your CSE will review with you and can support both options during onboarding.

Step 6 - Import Key Accounts & Define ICP

To know which accounts are most important to enable and track signals on, we first need to know who you already sell to. For this, we can import your Customer and Open Opportunity accounts automatically. From here, our AI can reference this data to find lookalike accounts and generate a relevant Ideal Customer Profile based on company size, location, industry, and other data points. We can then surface new company and people level signals at ICP accounts regardless of if they are or are not in your Salesforce.

As with any UG setting, your CSE will review this with you during onboarding and can tweak as needed.

If additional filtering is required, you can also upload Salesforce reports for these two account lists.
Recommended ICP settings based on existing customer data.
Validate your ICP settings by comparing the criteria against your most recent customer base.

Step 7 - Signal Selection

Depending on your contract size and the UserGems signals your team is interested in utilizing, your CSE will select and activate all relevant People and Company level signals. Most signals will just sit on top of the configurations we have already made up to this point, while some will need a bit of additional data upload from your own tools/Salesforce (i.e. Intent data or if you have your own website tracking). However, most signals are activated within just minutes!

Step 8 - Review Target Accounts

Review the generated list of prioritized Target Accounts based on your ICP and signal selections, OR upload your own Target Account report if preferred.

Step 9 - Preview AI Messaging

Begin previewing messaging that Gem-E would propose or automatically send on your teams behalf - referencing all of the great signal data we are collecting.

Step 10 - Set Up UserGems Workflows

Now that UserGems has all of the data we need and signals have been selected; your CSE will work with you to construct UG workflows to support custom settings like:

  • Creating or updating records in Salesforce (Leads/Contacts/Accounts)
  • Advanced routing
  • Slack and/or Email notifcations
  • Auto-sequencing via Gem-E or predefined playbooks
  • And more!

See separate Help article specific to configuring UserGems workflows, but please know that your CSE and UserGems resources can and will configure these on your behalf.

Time for Launch! 🚀

Your CSE will finalize program details with you, train your team, and activate everything on the UserGems side. Let's get this pipeline!

Supporting resources: