The playbook
CRM Integrations: Checklist
Use this CRM integrations checklist before a new release, a handoff, or a scheduled review. Its purpose is to verify the decisions that affect reconciled synchronized records. Check an actual customer or opportunity record; a box marked complete without evidence does not show that the customer journey works.
Put the task in context
Decide which application owns each shared field, then map IDs and update direction. A contact's email changing should not automatically create an unrelated new person. Test retry behavior and reconcile records after temporary connection failures.
Before you use the checklist
Name the exact item being checked and its purpose. Gather source, target, field, owner, sync rule. If one of those details is unknown, mark it as unknown and assign a way to resolve it. An invented value makes the checklist look complete while weakening every later decision.
Working checklist
| Check | Evidence to keep | Responsible role |
|---|---|---|
| Map objects identifiers and field direction | A dated observation showing how source was verified | sales operations lead |
| Decide which system owns each shared value | A dated observation showing how target was verified | record owner |
| Test failures retries and duplicate creation | A dated observation showing how field was verified | sales manager |
Check the failure path
- Look specifically for this failure: allowing both systems to overwrite the same field without rules.
- Establish field ownership and conflict handling. Record the actual correction, not just the intention to make it.
- Repeat the affected task after the correction and check sync rule.
- Make sure the next owner can find the decision and supporting evidence.
Use three outcomes for each check
Mark an item as complete only when the expected behavior or information has been observed. Mark it as incomplete when a required condition is absent. Use not applicable when the condition genuinely does not belong to the chosen scope, and write a short reason. These states keep a review useful without forcing every process into an identical mold.
For example, if the check is “Map objects identifiers and field direction,” a meeting about the subject is not the evidence itself. Retain the relevant source and target, the decision made from them, and the result of checking that decision. The record should allow someone who missed the meeting to understand what changed.
Decide what must be resolved first
An incomplete item that prevents exchange useful customer data between systems with clear ownership deserves attention before a cosmetic improvement. Assign an owner and a next action to that issue. Keep optional refinements visible, but do not let them obscure a failure in the core process.
Close the review
Recheck corrected items and note anything still uncertain. The checklist is finished when the next owner understands what was verified and what remains open. Follow reconciled synchronized records using a consistent definition so later reviews can connect execution quality with useful results.
Review a small sample of underlying records before trusting a summary. Duplicates, stale close dates, and missing outcomes can make a dashboard misleading even when the calculation is correct. Correct the record-level cause.
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