The playbook
CRM Integrations: Review Process
A useful CRM integrations review ends with a supported decision for each item examined. Define the evidence required before opening the report: source, target, field, owner, sync rule. These fields give reviewers a shared basis for agreeing what is working, what needs attention, and who should act.
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.
Set the review boundary
Choose the records or journeys that matter to the current question. Include a normal case, a recently changed case, and an exception where available. This is a diagnostic sample, not a claim that every item has been checked. Record how the sample was selected and what would justify expanding it.
Use explicit review criteria
| Criterion | Review question |
|---|---|
| Map objects identifiers and field direction | Is the supporting source current and traceable? |
| Decide which system owns each shared value | Does target support the decision being made? |
| Test failures retries and duplicate creation | Can the next owner verify sync rule? |
Inspect the evidence before assigning a result
For each item, compare the intended behavior with the observed behavior. Pay particular attention to allowing both systems to overwrite the same field without rules. If it appears, record where it occurs and which assumption it contradicts. Distinguish a verified defect from an unanswered question and from a preference about how the work should look.
Where the evidence supports the known correction, establish field ownership and conflict handling. Give that action to an accountable owner with a description of the expected result. If you cannot yet identify the cause, assign a diagnostic action rather than prescribing a speculative repair.
Record a decision that can be acted on
| Decision | When to use it |
|---|---|
| Keep | The current state serves the intended task and the evidence is adequate. |
| Revise | A specific gap is confirmed and the proposed action addresses it. |
| Investigate | Important information is missing or conflicting. |
| Retire or combine | The item has no distinct useful purpose in the current scope. |
Verify corrections and expand selectively
Recheck the affected customer or opportunity record after the owner completes the action. Then inspect other items sharing the relevant cause. A shared template, process rule, or data source may justify expanding the review. Similar wording or appearance alone is a weaker reason.
Turn the review into a decision summary
Summarize the affected scope, confirmed findings, actions, and open questions. Connect the findings to reconciled synchronized records using the same definition as the baseline. A good summary lets the responsible person decide what happens next without reading every working note.
Use observable customer milestones when assessing progress. A seller sending a message is an activity; a buyer agreeing to a next meeting is a different event. Recording both helps the team locate the actual constraint.
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