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Propensity Account History in Salesforce

Updated

What this is

This guide explains how to install and use Propensity Account History in Salesforce.

The updated experience provides a more detailed and interactive view of account engagement directly inside Salesforce, including:

  • Account engagement status
  • Recommendations and next steps
  • Ad and website engagement trends
  • Audience performance insights
  • ABM activity timelines
  • Intent and Propensity scoring information

This update is currently available for Salesforce only.

When to use this

Use this guide when:

  • Installing or updating the Propensity Salesforce package
  • Accessing the updated Account History experience
  • Reviewing account engagement activity in Salesforce
  • Troubleshooting visibility or loading issues

How the update works

The new Account History experience is delivered through the Propensity Salesforce install package.

For new users:

  • Installing the package once is sufficient

For existing users:

  • One additional update through the installer is required to enable automatic future updates

Installing or Updating the Salesforce Package

Step 1: Open Workspace Settings in Propensity

In Propensity:

  1. Go to Workspace Settings
  2. Navigate to Install Packages
  3. Click Go to Installer

Step 2: Update the Salesforce Package

The installer will:

  • Install the Salesforce package if it is not already installed
  • Update your existing package if you already have Salesforce connected

After this update:

  • Future package updates will happen automatically
  • You will not need to manually reinstall future updates

Step 3: Add the Account Profile component to the Account layout

To display Propensity Account History inside Salesforce Account records, you must add the Visualforce component to your Account page layout.

In Salesforce:

  1. Log in to Salesforce and open Setup
  2. Click Object Manager
  3. Select Account
  4. Click Page Layouts
  5. Open the layout you want to update
  6. Add a new section where you want the Account History component to appear
    • Example section names:
      • Propensity Account History
      • Propensity Account Profile
  7. On the left side of the layout editor, scroll down and select Visualforce Pages
  8. In the Quick Find box, search for:
    • Account Profile
  9. Drag the Visualforce page into the new section
  10. Click Save

After saving the layout, the Propensity Account History component will appear inside Account records.

Step 4: Enable Account Profiles

  1. Go back to an Account record in Salesforce
  2. Scroll down in the Details tab 
  3. Click Setup under Enable Propensity Account Profile

Once the setup is complete, you should see the following message:

What You Can View

The updated Account History experience provides several account engagement views and insights.

Account engagement status

At the top of the experience, you can view the account’s current engagement stage, such as:

  • Unengaged
  • Aware
  • Engaged
  • Active
  • Opportunity

Recommendations and next steps

The experience includes:

  • Recommended next steps
  • Suggested actions for the account
  • Engagement summaries based on account activity

Engagement trends and activity

You can review trends related to:

  • Ad engagement
  • Website engagement
  • Audience activity
  • ABM engagement signals

The experience also includes:

  • Top visited pages
  • Activity breakdowns
  • Audience performance information

ABM activity timeline

The timeline section provides visibility into:

  • Inbound ABM activities
  • Outbound ABM activities
  • Engaged contacts
  • Historical engagement activity

Scoring information

The experience also includes:

  • Intent trend information
  • Propensity scores
  • Additional company-level details

Troubleshooting

Users cannot see or access Propensity Account History

If you receive an error message when opening Propensity Account History in Salesforce after updating the package, the issue may be related to Visualforce page permissions.

Option 1: Update profile permissions

To enable access through a Salesforce profile:

  1. Log in to Salesforce and open Setup
  2. Open the affected user’s profile

  3. Locate Enabled Visualforce Page Access

  4. Click Edit

  5. Move Propensity_Account_History to the enabled list
  6. Click Save

Option 2: Create a permission set

You can also grant access using a dedicated permission set:

  1. Log in to Salesforce and open Setup
  2. Search for Permission Sets
  3. Create a new permission set (for example: “Propensity Account History”)
  4. Open Visualforce Page Access
  5. Add Propensity_Account_History
  6. Save the permission set
  7. Assign the permission set to the appropriate users

500 errors or server-side errors

If you receive a 500 error or a broken Account History screen, the issue may be related to the Propensity application itself. Please escalate this issue to Propensity Support.

Important notes

  • The updated experience is currently available for Salesforce only
  • Future updates will automatically sync after the package is updated once

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