Overview
Welcome to the guide on Cvent participation substitution using the Cvent Salesforce App. This guide provides all the information you need to know about substitution in Cvent and how the Cvent Salesforce App supports it. Substitution information automatically syncs to Salesforce as part of the regular attendee data sync process. This guide walks you through the steps involved in substitution and updating page layouts to ensure that you have all the necessary fields available.
Participation Substitution
The Cvent Salesforce App supports Cvent participation substitution. The system automatically syncs substitution information to Salesforce as part of the regular attendee data sync process.
- Once a registrant substitutes with a different person, Salesforce fetches this information on the next data sync.
- The substituted-out registrant and all historical data remain unchanged in Salesforce. The only exemption occurs when
the registrant’s attendee receives “Substituted” status in Salesforce. You can use this status to build Salesforce Task,
Opportunity, or Campaign Member automation.
- The substituted attendee receives an update with a link to the person who replaced them.
- The regular record matching process applies to the substituted-in person.
- A new attendee record with the corresponding status appears for the new substituted-in person.
- The system assigns all activities taken by the new person to the new contact/lead and attendee in Salesforce.
“Canceled registration for event” activity is created with the same timestamp as the “Registration substituted for event” one. Therefore, both activities are assigned to the new substituted-in person in Salesforce.
- In case of a substituted-out person gets invited/registered/nominated to the same event again, the App updates the existing “Substituted” attendee with the corresponding status.
There’s a chance that activities for a substituted-out person is linked to a substituted-in person in Salesforce. It can occur if activities are created between two data syncs along with the substitution itself. Cvent strongly recommends doing a data sync right before substitution if possible.
Updating Page Layouts
If upgrading from an older version to 6.4, the existing page layouts won’t reflect the new substitution fields by default. To update your page layouts, follow these steps:
- Go to Setup > Object Manager > Attendee Temp Record > Page Layouts > edit Attendee Temp Record Layout. Expose the Substituted field on the layout.
- Go to Setup > Object Manager > Attendee > Page Layouts > edit Attendee Layout. Expose the Substitution field on the layout.
