Common Sync Issues to Salesforce

Unable to integrate Salesforce

If users have SSO enabled for their organization they will need to use ‘Custom Domain’ log in.

1. Click on ‘Add’ button next to ‘Universal Integration’.

2. Select ‘Salesforce’ and then click on ‘Use Custom Domain’.

You may need to sign out of your Salesforce beforehand if you are automatically redirected to the common sign-in page as regular user.

Sync errors

Error 409

We do not integrate with the Essentials package; you must be on Professional or above to be able to sync to Salesforce.

For Professional, you will need to contact your Account Manager and ask for API to be enabled.

If API is not enabled for your organization you will see the following error when syncing leads to Salesforce.

Sometimes Salesforce admins can disable API for individual users. To check if this is enabled you can follow the steps below in your Salesforce account:

1. Click on Setup

2. Go to ‘Manage Users’ and click ‘Profiles’

3. Select the relevant user profile

4. Depending on your Salesforce access you can either:

• Scroll down to Administrative Permissions to check the API enabled box

• Select ‘System Permissions’ and scroll down to check the API enabled box

Error 500

The most common issue when syncing leads to Salesforce is the Error 500 below:

• This can be related to ‘Marketing User’ checkbox in your Salesforce which enables users to import leads among other things.

This should not be confused with Marketing Profile in Salesforce org.

To check if this box is selected in your Salesforce:

1. Click on Setup

2. Go to ‘Manage Users’ and click ‘Users’

3. Select the relevant user and see if the ‘Marketing User’ checkbox is selected

• Another thing to check is if integrated user has edit, read and create permissions on Campaign object.

The Standard Object Permissions can be found under ‘Profile’ in your Salesforce:

Other

The error you receive when you sync to CRM may be quite generic and will not always indicate what the true cause is. In those cases we recommend checking the following:

• What fields are mandatory when creating contacts/leads in your Salesforce org?

o Make sure those are added to the mapped fields

o If we don’t offer value for the mandatory field (eg. Lead Status) you will need to either:

- Set a default value for that field

- Make the field non-required

• Is Lead Source a picklist field type?

o Please add ‘Cognism’ to your values

• Make sure the integrated user has sufficient permissions to edit fields within Salesforce. Any mapped field (including defaults) must be editable by user

Once you click ‘Syncronize with CRM’ you will notice a sync icon next to the Lead name with different colours indicating the various sync status:

Grey – in progress

Blue – successful

Red – failed

If you receive a red symbol for an individual or a handful of leads it is worth checking if they already exists in your Salesforce.