Troubleshooting Salesforce connector issues

If Users connected to Salesforce cannot accept bookings, there could be a number of different causes for this. To identify the root cause, you need to determine whether the issue is affecting all Users connected to Salesforce or if it affects individual Users only.

The issue affects all Users connected to Salesforce

In this case, you should first check errors related to the Salesforce API User. Then you should check the status of the Salesforce API call usage in your Salesforce account.

  1. Checking the Salesforce API User

    1. The Salesforce API User connection in your ScheduleOnce account: If we have detected a problem with the API User connection, the API User will be disconnected from your ScheduleOnce account. In this case, you must reconnect the Salesforce API User under CRM page -> Salesforce setup wizard (see Figure 1).

      Figure 1. Salesforce API User Disconnected.

      This typically happens for the following reasons:

      - The API User credentials are no longer valid. The Salesforce password may have been reset and the security token may have changed. ScheduleOnce uses these credentials to validate the API User connection so they must be up to date.
      - The ScheduleOnce connector for Salesforce managed package was uninstalled and then reinstalled in your Salesforce organization. When this occurs, the Salesforce API token expires.

    2. Check the Salesforce API User settings in your Salesforce account: The Salesforce API User is used as a funnel for transferring data between ScheduleOnce and Salesforce. If the API user is properly connected and a global connection problem still exists, it may be the case that changes have been made to the Salesforce API User license, a System Administrator profile, and the ScheduleOnce permission set assigned.

  2. Check the API Usage limit in the past 24 hours

    Each Salesforce organization has a limited number of API calls. Each Salesforce organization can be integrated with several applications at a time - ScheduleOnce may just be one of many applications talking with your Salesforce account. This limited number of API calls per Salesforce organization is made available every 24 hours and that number depends on your contract with Salesforce (see Figure 2).

    If you have exceeded the API call limit for your Salesforce account, the ScheduleOnce connector for Salesforce will not be able to make API calls to your Salesforce account and connected Users will not be able to accept bookings.

  3. In your Salesforce account, you should check the API Usage limit across your third-party applications and adjust your settings. Learn more
    Salesforce API Usage Report
    Figure 2. Salesforce API Usage Report.

The issue affects only single Users connected to Salesforce

There are many ways in which ScheduleOnce bookings can update Salesforce. For example, some bookings may be made with existing Salesforce contacts and not create new records, while others can be made with leads and create the new lead records in Salesforce. Since most Salesforce organizations have a wide range of required fields and validation rules, these rules can block specific booking scenarios and not allow creation of new records in Salesforce.

When validation errors are encountered and records cannot be created, you need to pinpoint the validation problem by identifying the Booking pages and Salesforce standard objects that are affected. In this case, you should first check the Field validation step of the Salesforce connector setup wizard. Then you should check if you have custom fields that are universally required in Salesforce and not supported by the integration.

  1. Check the Field validation step of the Salesforce connector setup wizard:

    You might have recently added universally required custom fields to the affected Salesforce object. When these fields are supported field types in the Salesforce integration and do not have a Salesforce default value, they will appear in the Field validation step of the Salesforce connector wizard.

    You must ensure that a value is mapped to these required Salesforce fields in the Required mapping step.

  2. Check Custom fields that are universally required in your Salesforce account and are not supported by the integration

    You might have recently added universally required custom fields to the affected Salesforce object. When these fields are non-supported field types in the Salesforce integration and do not have a Salesforce default value, they will be indicated in the Field validation step of the Salesforce connector wizard and will not be able to accept a value from ScheduleOnce.

    The only solution to this is to set these fields as non-mandatory for the affected Salesforce object or to set a default value in Salesforce. If you cannot associate a default value for these fields in Salesforce and still want these fields to be required fields for manual entry, you can make these fields required on the page layout. Learn more about Page layouts

If you’re still seeing issues, please contact us and we will be happy to assist you.

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