Overview

Once an organization sets up one of SafeBase's CRM integrations (Salesforce, HubSpot, or Microsoft Dynamics), testing is required to ensure that their capabilities are working as expected.

The proper way to do this is to request access using a test account and observe the results.

Note: These are the same testing procedures regardless if the integration is connected to a Sandbox or Production CRM environment.

These instructions are written to be agnostic of whichever CRM is currently integrated with an organizations Trust Center. Any differences between different CRMs will be outlined.

Note: The SafeBase team is currently working on a "dry run" feature to test CRM workflows. Please stay tuned for updates, as this article will be updated when the feature is released.

Overall Process

In terms of testing, the process can be broken down into three simple steps:

Create at least two test users, one that matches the requirements and one that does not.
Make an access request.
Observe if the access request workflow completes correctly.

Create Test User & Accounts in CRM

All interactions with an organization's CRM are driven within the CRM workflows by the email address entered in the access request.

This email should be a real email to verify receipt of the access confirmation email, complete the NDA workflow, etc.

All automated access request and NDA notification emails triggered by SafeBase will have a from address of notifications@safebase.co, unless you have already set up custom email branding. Regardless of which method you are using during this testing cycle, ensure these emails are allowed through any email security or quarantine tools to avoid delays.

Test User(s) Requirements

The email of the test user must be a contact in a CRM Account/Company.
The contact should be unique.
The contact should only belong to a single CRM Account/Company.

How to Make an Access Request

This can be done through Preview Mode. Navigate to the Trust Center and click "Preview Mode," or navigate to the Custom URL if live (e.g. trust.safebase.io), and click "Get Access."

Use the test email created in the previous step.

Click Continue. Information within the next modal can simply be test data.

Click "Submit Request."

Note: The single caveat to this being if the "Requester's company name must match the account name found in SafeBase to be considered a match" setting is turned on in the Auto Approve settings in the Trust Center.

If this setting is on, the Company Name entered must match the company name in the CRM account exactly to be auto-approved.

Successful Workflow Results

Listed below are the different workflow scenarios and what it means for each to be successful. SafeBase has standard workflows and custom workflows enabled by SafeBase's Rules Engine feature (reserved for Enterprise customers).

If an access request is successfully auto-approved, it will automatically be added to the Account table in the Trust Center with an assigned CRM account.
If an access request is successfully auto-approved and the NDA is successfully bypassed, the NDA field will display as "External."

Note: For custom workflows, success is highly bespoke and dependent on an organization's definition(s) outlined in the Rules Engine (reserved for Enterprise customers).

Testing the Standard Integration - Auto Approve & NDA Bypass

Auto-Approve

The standard auto-approve options are configurable in the Settings section of the Trust Center under the Accounts subsection. The option for Never must be changed to If request meets conditions.

If connected to Salesforce, either or both of "Contact exists in Salesforce" and "Contact domain exists in Salesforce" can be chosen. If both are selected, the integration will look for the exact match first. If that is not found, the integration will fallback to look for the domain only.

The HubSpot integration does not currently support self-service Auto-approval or NDA bypass.

NDA Bypass

SafeBase will allow the requester to bypass a required NDA signature if the the NDA Field Name on the account object of the matched access request contains the value configured in the Trust Center.

This is a boolean value of true or false.

How to Test the Standard Integration

Make an access request with the email of a known contact of a CRM account and observe if it is auto-approved
Make an access request with an email of a contact that is not in a CRM and ensure that it is sent to the manual approval queue
If using the NDA bypass, the request associated with an account that has the approved field should read "external;" if not, the request will receive the Account's assigned NDA option.

Testing the Rules Engine Auto Approve & NDA Bypass

This concept works exactly the same as the standard integration with the added benefit of being able to customize the fields in a bespoke manner.

If custom rules have been added by the SafeBase team, organizations will see a Custom option in the Accounts section of the Settings area.

By clicking the drop down, a visualization of the rules can be seen.

How to Test the Rules Engine Integration

Make an access request with the email of a known contact of a CRM account that matches the custom requirements and observe if it is auto-approved.
Make an access request with an email of a contact that DOES NOT match the custom requirements in a CRM and ensure that it is sent to the manual approval queue.
If using the NDA bypass, the request associated with an account that has the approved field should read "external;" if not, the request will receive the Account's assigned NDA option.
If using additional features of the rules engine such as auto-deny, the principle is the exact same.
Test with one unique account that matches the rules, and test with a unique account that doesn't.
This mimics real world scenarios.

Testing Cleanup

Note: Removing test Account and Access Request records is an essential step during the testing process.

When testing and reusing accounts, or making repeated account requests, ensure request data is cleaned up by deleting the account in the Account table AND in the Access Request history. This can be done in two steps:

Click the trashcan icon next to the account
Navigate to the View History section to the upper right of the Accounts page, then click the trashcan icon next to the historical access request in the Actions column.

Troubleshooting

If access requests are not auto-approved, or the NDA is not bypassed, ensure the below tips are followed. If issues persist, please reach out to the SafeBase team at support@safebase.io or use the green chat widget at the lower right of any SafeBase screen.

Ensure there are not duplicate accounts in the CRM

If the integration finds more than one account/company that matches the rules, a single record will not be chosen and auto-approval will not happen. The access request will be moved to the manual queue. In this case, please review the tie-breaker feature and let support@safebase.io know if they need to be enabled.

Make sure the integration permissions are set correctly

Understand the CRM workflows and ensure that the integration user permissions are correct for Salesforce, HubSpot, or Microsoft Dynamics.

Check for access request email errors

Double check the email that is used for the access request to make sure it is correct and ensure that the NDA bypass field values are exactly as they are in the organization's CRM.