Creatio to Sage Intacct — SmartTracks Training
Your Creatio–Sage Intacct SmartTracks, Explained
This training program walks Dalkia's teams through the live Creatio-to-Sage Intacct integration — how it works day to day, how to read its status, and how to configure and support it.
Dalkia's InterWeave SmartTracks Solution keeps Creatio and Sage Intacct in sync — Accounts, Opportunities, and Orders flow automatically into Sage Intacct as Customers, Sales Orders, and AR Invoices, with full multi-entity and dimension support. This document is the companion training to Master Support Document IW-DLK-MSD-2026-01, which remains the technical source of truth for Dalkia's configuration, scope, and SLAs.
Training is organized into two tracks. The End User Track is for Dalkia's Creatio sales and operations teams who create and manage records day to day. The Admin & IT Track is for the team members responsible for monitoring, configuration, and Sage Intacct alignment. Most people only need one track — a few sections are shared by both.
Working in Creatio
For Dalkia staff who create and manage Accounts, Opportunities, and Orders in Creatio and need to understand how that data lands in Sage Intacct.
- Module 01 — Platform Orientation
- Module 02 — Daily Workflows in Creatio
- Module 03 — Reading Sync Status & Self-Service Fixes
- Module 07 — Support Escalation & Change Requests
Configuring & Supporting the Integration
For Dalkia's IT and finance systems administrators responsible for configuration, monitoring, and Sage Intacct entity/dimension alignment.
- Module 01 — Platform Orientation
- Module 04 — Object & Field Mapping Reference
- Module 05 — Connection, Error Management & Log Viewer
- Module 06 — Multi-Entity & Dimension Configuration
- Module 07 — Support Escalation & Change Requests
Seven Modules, Two Tracks
Work through the modules assigned to your track in order. Module 01 and Module 07 are shared by everyone.
Platform Orientation
What the Creatio–Sage Intacct SmartTracks Solution does for Dalkia, the five-layer platform stack (AI SmartAgents → FlowCopilot → SmartFlows → SmartIntegration → Connector Ecosystem), and a plain-language walkthrough of the data flow from Creatio into Sage Intacct.
VIEW FULL LESSON →Daily Workflows in Creatio
How Accounts, Opportunities, and Orders flow into Sage Intacct as Customers, Sales Orders, and AR Invoices. What fields sync automatically, what stays editable in Creatio only, and when to expect a record to appear in Sage Intacct.
VIEW FULL LESSON →Reading Sync Status & Self-Service Fixes
How to read sync status indicators directly in Creatio, the most common causes of a stalled sync (missing required fields, duplicate Customer records, mismatched currency), and what to try before opening a support ticket.
VIEW FULL LESSON →Object & Field Mapping Reference
The complete reference for how Creatio objects map to Sage Intacct entities and dimensions in Dalkia's configuration — Customers, Projects, Sales Orders, AR Invoices, Vendors, Bills, and the Chart of Accounts. See the Quick Reference table below.
VIEW FULL LESSON →Connection, Error Management & Log Viewer
How to use the Log Viewer to trace a failed transaction, interpret common error codes, manage Creatio and Sage Intacct connection credentials, and configure automatic email/IM notifications when an error is detected.
VIEW FULL LESSON →Multi-Entity & Dimension Configuration
Sage Intacct's dimension-based structure — Department, Location, Class, and Project — and how Dalkia's entity and dimension setup is derived from Creatio data. Covers adding a new entity or dimension value without breaking existing mappings.
VIEW FULL LESSON →Support Escalation & Change Requests
When to use this Academy's resources, when to open a ticket with the InterWeave Help Center, and when to escalate directly to Dalkia's InterWeave account team. How Master Support Document IW-DLK-MSD-2026-01 governs what's in scope and what requires a change request.
VIEW FULL LESSON →Module Detail
The complete content for each module. Work through your track in order — Module 01 and Module 07 first and last, everything else in between.
- Explain what problem the SmartTracks Solution solves for Dalkia
- Name the five layers of the InterWeave Automation Platform stack, in order
- Trace the path a single record takes from Creatio into Sage Intacct
- Know where to find Dalkia's Master Support Document and what it governs
1.1 Why Dalkia Uses InterWeave
Before this integration, Dalkia's sales and operations team worked in Creatio while finance worked in Sage Intacct — two systems, no automatic connection. Every new customer, order, or invoice had to be re-typed by hand into the second system, which cost time and introduced the risk of typos, missed records, and mismatched totals between CRM and finance.
The Creatio–Sage Intacct SmartTracks Solution removes that manual step. Once a record is created correctly in Creatio, it flows automatically into Sage Intacct in the right format, against the right Customer, Project, and dimension — no re-typing required.
1.2 The Five-Layer Platform Stack
Everything InterWeave builds sits on the same five-layer stack. Dalkia's Solution uses all five, even though most people will only ever interact with the top one or two layers.
| Layer | What it does for Dalkia |
|---|---|
| AI SmartAgents | Monitors the integration and flags unusual patterns before they become errors |
| FlowCopilot | The configuration assistant InterWeave uses to build and adjust Dalkia's flows |
| SmartFlows | The actual configured workflows running for Dalkia — e.g. "Opportunity to AR Invoice" |
| SmartIntegration | The core engine that maps Creatio fields to Sage Intacct fields and dimensions |
| Connector Ecosystem | The underlying connectors and APIs that talk to Creatio and Sage Intacct directly |
1.3 The Data Journey: From Opportunity to Invoice
- A Dalkia sales rep creates or updates an Account and Opportunity/Order in Creatio.
- The configured SmartFlow picks up the record, either on a schedule or via a real-time trigger.
- SmartIntegration maps the Creatio fields to the matching Sage Intacct entity and dimensions (Customer, Project, Department, Location, Class).
- The record posts into Sage Intacct as a Sales Order or AR Invoice.
- A confirmation status flows back to Creatio so the rep can see the record synced successfully.
1.4 Where to Find Documentation
This Academy training program is the place to learn how the Solution works. For Dalkia's exact technical configuration, scope, and support terms, the source of truth is Master Support Document IW-DLK-MSD-2026-01. The InterWeave Help Center covers general platform troubleshooting that isn't specific to Dalkia.
- SmartTracks
- The pre-configured CRM-to-ERP integration program Dalkia is on
- SmartFlow
- A single configured automation, e.g. Opportunity → AR Invoice
- iObject
- An InterWeave-generated record type with no native Creatio equivalent
- Entity
- A distinct company/division inside Sage Intacct
- Dimension
- A reporting tag in Sage Intacct — Department, Location, Class, or Project
- Name the five layers of the InterWeave platform stack, in order.
- True or false: editing a record directly in Sage Intacct will automatically update Creatio.
- Which document is the source of truth for Dalkia's exact technical configuration?
- Identify which Creatio objects sync, and what they become in Sage Intacct
- List the required fields a record needs before it will sync cleanly
- Know which fields stay editable in Creatio only, post-sync
- Walk through creating a record correctly, end to end
2.1 What Syncs, and What It Becomes
| In Creatio | Becomes in Sage Intacct |
|---|---|
| Account / Contact | Customer |
| Account / Contact | Project (job-equivalent dimension) |
| Opportunity / Order | Sales Order, then AR Invoice |
| Products | Items / GL Accounts |
2.2 Required Fields Checklist
A record needs these fields filled in correctly in Creatio before it will sync without errors:
- Customer/Account legal name (must match — see Module 03 on duplicates)
- Billing entity / dimension assignment (which Dalkia entity this customer belongs to)
- Product or item code on every line item
- Currency, if the customer transacts in anything other than Dalkia's base currency
2.3 What Not to Edit After Sync
Once a record has synced, avoid editing these fields directly in Creatio without going through your Admin & IT contact first — changing them after the fact can create a mismatch between systems rather than updating Sage Intacct:
- Customer Number / Sage Intacct record ID
- GL account or dimension mappings on a line item
- Currency, once an invoice has posted
2.4 A Day in the Life: Walkthrough
- Rep creates a new Account in Creatio for a new Dalkia customer, completing all required fields from 2.2.
- Rep creates an Opportunity/Order against that Account with the correct Products and quantities.
- Rep marks the Order as Won/Ready for billing.
- The SmartFlow picks up the record on its next run and pushes it to Sage Intacct.
- Creatio shows a synced status badge on the record (see Module 03) once Sage Intacct confirms receipt.
- Required field
- A field that must be populated before sync will succeed
- Sync-locked field
- A field that should only be edited by an Admin once synced
- Line item
- A single product/quantity row on an Opportunity or Order
- What does a Creatio Opportunity/Order become once it syncs to Sage Intacct?
- Name two fields you should never edit directly in Creatio after a record has synced.
- What's the first required field to check if a new customer record won't sync?
- Recognize the three sync status states and what each one means
- Diagnose the two most common sync failures without IT help
- Know when to fix it yourself versus when to escalate
3.1 Sync Status Indicators
| Status | Meaning |
|---|---|
| Synced | Record successfully posted to Sage Intacct — no action needed |
| Pending | Record is queued and waiting for the next scheduled sync run |
| Error | Record failed to sync and needs attention — see 3.2 and 3.3 |
3.2 Common Error #1 — Missing Required Field
Symptom: Record shows Error status almost immediately after creation.
Cause: One of the required fields from Module 02.2 was left blank — usually the billing entity or a line item's product code.
Self-fix: Open the record, fill in the missing field, save. The next sync run will pick it up automatically.
3.3 Common Error #2 — Duplicate Customer Record
Symptom: Error status with a message referencing an existing Customer match.
Cause: A Customer with a very similar name already exists in Sage Intacct, often from a slightly different spelling or an old record.
Self-fix or escalate: Search Sage Intacct (or ask your Admin & IT contact to) for the existing Customer. If it's a genuine duplicate, this is an Admin Track fix (Module 04/05) — flag it rather than creating a new Account in Creatio to work around it.
3.4 When to Escalate
Escalate to your internal Admin & IT contact (Module 07) if an error persists after you've tried the self-fix above, or if you see an error code you don't recognize from this lesson.
- Sync status badge
- The visual indicator on a Creatio record showing Synced/Pending/Error
- Customer match
- Sage Intacct's check for an existing Customer with a similar name
- What are the three sync status states?
- A record shows Error immediately after creation — what's the most likely cause?
- Should you create a new Account in Creatio to work around a suspected duplicate Customer? Why or why not?
- Use the full AR and AP object mapping as a working reference
- Understand which mappings carry Sage Intacct dimensions, and why
- Know the safe process for extending a mapping without breaking existing flows
4.1 Reading the Mapping Table
The Quick Reference table later in this document is the condensed view. The full field-level mapping — including custom fields specific to Dalkia — lives in IW-DLK-MSD-2026-01. Use this module to understand the logic behind the table, not just the table itself.
4.2 AR Object Mapping, in Depth
- Creatio Account/Contact → Sage Intacct Customer (primary AR relationship)
- Creatio Account/Contact → Sage Intacct Project (the closest Intacct equivalent to a "Job")
- Opportunity/Order → Sales Order → AR Invoice (two-stage posting through Order Entry)
- InterWeave iObject → AR Payment, Payment Received, Credit Memo (no native Creatio object covers these, so InterWeave generates the intermediate record)
4.3 AP Object Mapping, in Depth
- Creatio Account/Contact → Sage Intacct Vendor
- Opportunity/Order → Purchase Order
- InterWeave iObject → Bill, Vendor Credit, AP Disbursement, Check, Credit Card Charge, Bill Payment, Statement Charge
4.4 Dimension-Aware Mappings
Not every mapping carries a dimension — only the ones where Dalkia's reporting structure depends on it. Sales Orders, AR Payments, and Customer/Project records are dimension-aware in Dalkia's configuration; standard Item/GL Account mappings are not. See Module 06 for the full dimension model.
4.5 Extending a Mapping Safely
- Confirm the new field or object isn't already covered — check IW-DLK-MSD-2026-01 first.
- Document the proposed mapping and which dimension(s) it should carry, if any.
- Submit it as a change request (Module 07) rather than editing the live SmartFlow directly.
- Test in sandbox before it goes to production, per Dalkia's deployment process.
- iObject
- An InterWeave-generated record with no native Creatio equivalent
- Order Entry
- The Sage Intacct module that handles Sales Orders and AR Invoices
- Dimension-aware
- A mapping that carries Department/Location/Class/Project tags
- Which Sage Intacct entity is the closest equivalent to a "Job"?
- Why does InterWeave generate an iObject for AR Payments instead of mapping directly from a Creatio object?
- What's the first step before extending a live mapping?
- Navigate the Integration Manager's Log Viewer
- Interpret the most common error codes Dalkia sees
- Follow secure practice for managing connection credentials
- Configure automatic error notifications
5.1 Touring the Integration Manager
The Integration Manager is where Admin & IT users monitor every SmartFlow run, view connection health for both Creatio and Sage Intacct, and manage notification rules. End users never need access to this tool — everything they need is visible directly in Creatio (Module 03).
5.2 Log Viewer Walkthrough
- Open the Log Viewer and filter by date range, object type, or status to narrow down to the run you're investigating.
- Select the failed transaction to drill into its detail view.
- Read the error payload — it shows the exact field or value that caused the failure.
- Cross-reference against the mapping reference (Module 04) to confirm whether it's a data issue or a configuration issue.
- Resolve at the source (correct the record in Creatio) rather than editing the synced record in Sage Intacct directly.
5.3 Common Error Codes Reference
| Error | Likely Meaning |
|---|---|
| Missing Required Dimension | A Department/Location/Class/Project tag wasn't populated where Dalkia's config requires one |
| Duplicate Record ID | A matching Customer/Vendor already exists — see Module 03.3 |
| Authentication Expired | The connection credential between Creatio and Sage Intacct needs to be refreshed |
| Currency Mismatch | The transaction currency doesn't match the Customer's configured currency |
5.4 Managing Connection Credentials
Connection credentials between Creatio and Sage Intacct should be rotated on the schedule defined in IW-DLK-MSD-2026-01, and access should be limited to named Admin & IT users. Never share credentials over chat or email — manage them only inside the Integration Manager's connection settings, and follow Dalkia's internal IT security policy for storage and rotation.
5.5 Setting Up Notifications
- In the Integration Manager, open the Notifications settings for Dalkia's connection profile.
- Add the email address or IM channel that should receive alerts.
- Choose which error severities trigger a notification (recommended: all Error-status failures, optional for Pending delays).
- Save and confirm with a test alert before relying on it in production.
- Log Viewer
- The Integration Manager tool for inspecting individual transaction runs
- Error payload
- The detailed data returned when a transaction fails
- Connection profile
- Dalkia's saved Creatio/Sage Intacct authentication and notification settings
- Where should a failed record be corrected — in Creatio or in Sage Intacct?
- What does an "Authentication Expired" error usually mean?
- Where should connection credentials be stored and managed?
- Understand Sage Intacct's dimension model
- Know how Creatio data populates each dimension for Dalkia
- Add a new entity or dimension value without breaking existing mappings
6.1 Sage Intacct Dimensions 101
Sage Intacct organizes financial data using dimensions rather than the rigid "Job" structure found in on-premise Sage products. Dalkia's configuration uses Department, Location, Class, and Project, alongside the standard Customer, Vendor, Employee, and Item dimensions.
6.2 How Dalkia's Entities Map from Creatio
| Sage Intacct Dimension | Source in Creatio |
|---|---|
| Customer | Account/Contact |
| Project | Account/Contact (job-equivalent) |
| Department / Location / Class | Set on the Opportunity/Order based on the assigned Dalkia business unit |
6.3 Adding a New Department, Location, or Project
- Confirm the new value doesn't already exist under a slightly different name (avoid duplicate dimension values).
- Create the new dimension value directly in Sage Intacct first.
- Update the Creatio picklist or field that feeds that dimension so new records can select it.
- Submit a change request (Module 07) to confirm the new value is included in Dalkia's live SmartFlow mapping.
- Test with a single sandbox record before rolling out broadly.
6.4 Multi-Entity Consolidation & Reporting Impact
Because Dalkia's dimensions are consistent across entities, finance can run consolidated reporting in Sage Intacct across every Department, Location, and Project without manual adjustment — as long as new values are added through the process above rather than created ad hoc.
- Dimension
- A reporting tag in Sage Intacct (Department, Location, Class, Project, etc.)
- Consolidation
- Combined reporting across multiple entities/dimensions
- Picklist
- The Creatio dropdown field that feeds a Sage Intacct dimension
- Name the four core dimensions used in Dalkia's Sage Intacct configuration.
- Where should a brand-new dimension value be created first — Creatio or Sage Intacct?
- What's the risk of creating dimension values ad hoc instead of through the change process?
- Know the three support tiers and when to use each
- Tell the difference between a support ticket and a change request
- Understand what's in scope under IW-DLK-MSD-2026-01
- Know the path to InterWeave Certification, if you want it
7.1 The Three Support Tiers
- InterWeave Academy — revisit these modules, or check Documentation/User Guides for general platform questions.
- InterWeave Help Center — searchable articles and a support ticket queue for issues that aren't Dalkia-specific.
- Dalkia Account Team — direct escalation for anything specific to Dalkia's configuration, scope, or an issue that Tier 1/2 couldn't resolve.
7.2 Support Ticket vs. Change Request
A support ticket is for something that should already be working but isn't — a sync error, a login issue, unexpected behavior in an existing flow. A change request is for something new — a new field mapping, a new dimension value, a new object to sync. Submitting a change as a support ticket (or vice versa) slows down resolution, so use the right channel.
7.3 What's In Scope vs. Out of Scope
IW-DLK-MSD-2026-01 defines exactly what Dalkia's Solution covers — the objects, fields, and dimensions documented in Module 04 and 06 are in scope for standard support. New Sage Intacct modules, new Creatio objects, or structural changes to the dimension model are out of scope for support and need a change request and, in some cases, a scoping conversation with your account team.
7.4 Certification Path (Optional)
Admin & IT users who complete all seven modules are ready for the InterWeave Certification Program, which adds an industry-recognized, LinkedIn-shareable credential. This is optional and not required to support Dalkia's day-to-day integration.
- Support ticket
- A request to fix something that should already be working
- Change request
- A request for new functionality or configuration
- In scope
- Covered under Dalkia's current Master Support Document
- Your sync has been working fine for months and suddenly throws an error — ticket or change request?
- You want to add a brand-new Sage Intacct module to the integration — ticket or change request?
- Which document defines what's in scope for Dalkia's support?
Object & Field Mapping Quick Reference
The core mappings active in Dalkia's environment. Full detail lives in IW-DLK-MSD-2026-01.
| Creatio Object | Sage Intacct Entity | Notes | |
|---|---|---|---|
| Account / Contact | → | Customer | Primary AR mapping |
| Account / Contact | → | Project | Job/Project-equivalent dimension |
| Account / Contact | → | Vendor | AP mapping |
| Opportunity / Order | → | Sales Order | Order Entry module |
| Opportunity / Order | → | AR Invoice | Posts to Order Entry / GL |
| Opportunity / Order | → | Purchase Order | AP mapping |
| Products | → | Items / GL Accounts | Shared AR & AP |
| InterWeave iObject | → | AR Payment / Credit Memo | InterWeave-generated |
| InterWeave iObject | → | Bill / Vendor Credit / Check | InterWeave-generated, AP |
| InterWeave iObject | → | Journal Entry / COA | Admin Track only |
| n/a | → | Department / Location / Class / Project | Sage Intacct dimensions |
Frequently Asked Questions
Answers to the questions Dalkia's teams ask most often during onboarding.
Get Help When You're Stuck
Three resources, in the order most people need them.
InterWeave Academy
Revisit these modules anytime, plus the broader Creatio and Sage Intacct documentation and user guides on the platform.
academy.interweave.biz →InterWeave Help Center
Searchable support articles and troubleshooting guides for common sync issues, plus a direct line to the support team.
help.interweave.biz →Dalkia Account Team
For configuration changes, scope questions, or anything outside self-service: your InterWeave engagement team, per IW-DLK-MSD-2026-01.
Contact account team →Scope reminder. This training document covers how to use and support Dalkia's live SmartTracks integration. Configuration changes outside the scope of IW-DLK-MSD-2026-01 — new entities, new objects, or new Sage Intacct modules — should go through your InterWeave account team as a change request, not a support ticket.