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How to Set Up a Shared CRM Connection for Your Team as an Admin

Learn how admins connect a CRM once for the whole team and change the account behind it.

Andres PerezAndres PerezSenior Director, Product Management

Learn how admins connect a CRM once for the whole team and change the account behind it.

Overview

A shared CRM connection lets an admin sign in to a CRM one time so that every user in the organization can export to it, without each person connecting their own account. Records are written to the CRM through the admin's sign-in, and each ZoomInfo user is matched to a CRM user so that the right person is recorded in the CRM. See How to Match ZoomInfo Users to CRM Users as an Admin for the matching.

On the Integrations page in GTM One, a CRM with a shared connection appears under Managed by your admin. It shows Locked for users, who cannot connect or disconnect it.

Before you start

  • Sign in to the Admin Portal as an admin. Turning the shared connection on or off and changing its admin account are refused for a user who is not an admin.
  • Allow and approve the CRM for your organization first.
  • Connect the CRM with the account you want to share. See How to Connect, Reconnect or Disconnect an Integration in GTM One.
  • Use a CRM account that can see your CRM users. For Salesforce, only standard users are matched to ZoomInfo users.

How to turn on the shared connection

  1. Sign in to the Admin Portal.
  2. Open the Integrations area and select the CRM.
  3. Open the row menu for the CRM and click View settings. Under General Settings, set Export Preference to Service Account (exports run as the service account user).
  4. Sign in to the CRM if you are asked to.
  5. Review the users that were matched to CRM users and fix any that are wrong.

When you turn it on, GTM One uses your connected CRM account as the shared account. If your organization already has a shared account for this CRM, the account stays the same and only the setting changes. GTM One then matches every active ZoomInfo user to a CRM user by email address, or by first and last name when no email matches. A mapping you saved earlier is kept.

How to change the account behind the shared connection

Change the account when the admin who set it up leaves or when the connection needs a different sign-in.

  1. Sign in to the Admin Portal with the account that should become the shared account.
  2. Connect the CRM with that account, signing in to the same CRM organization as before.
  3. Go to Integrations > Connections, open the CRM row menu, click View settings, and next to Service Account User click Change User.
  4. Review the user matching.

Other admins in your organization receive an email titled "Notification: Service Account User Change for ZoomInfo-" followed by the CRM name. It says who made the change, the date, the previous and new account, and links to the CRM's settings in the Admin Portal.

If the current admin's CRM sign-in is no longer valid, the next admin who turns the shared connection on takes it over.

How to turn off the shared connection

  1. Sign in to the Admin Portal.
  2. Open the Integrations area and select the CRM.
  3. Turn off the shared connection.

Turning it off keeps your saved user matching, so turning it on again later does not start from nothing.

If you see an error

  • "Cannot change user to a different organization". The new admin signed in to a different CRM organization than the previous admin. Sign in to the same CRM organization, or turn the shared connection off and set it up again.
  • "No valid connector found". The CRM is not connected, or its sign-in is no longer valid. Reconnect the CRM, then try again.

For other messages on these pages, see Troubleshooting Shared CRM Connection and Field Mapping Errors as an Admin.

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