Problem Description
My Customer (Organization, Account, or User) has been created in Salesforce, but it still doesn't exist in Vitally. Why is this happening? 🤔
Potential Reasons for the Issue:
External ID is Not Set in Salesforce: The field designated as the External ID may not be populated in Salesforce. Without this, Vitally cannot sync the Customer from Salesforce. Ensure the External ID field is set correctly.
Import Filters Not Met: The Customer may not meet the import filters you’ve set in Vitally’s Salesforce integration settings. The record won’t be synced to Vitally if it doesn't match this criteria.
Sync Timing Issue: Even if the Customer has an External ID in Salesforce and meets the import filters, the issue may be due to the timing of the sync. Manually updating the Customer in Salesforce can trigger a sync and create the Account or Organization in Vitally.
Step-by-Step Solution
Follow these steps to resolve the issue:
1. Check if the External ID exists on the Customer in Salesforce
1. Check if the External ID exists on the Customer in Salesforce
Open the Salesforce Integration Settings:
In Vitally, navigate to Settings > Integrations > Salesforce (or via Quick Jump Mac:
⌘ + jWindows:Alt + j)
Select on the related hierarchy tab (Organizations, Accounts, or Users)
Identify the External ID field:
Go to the section titled
Select the Salesforce Account object field that contains the Account's external IDIdentify the field that is selected as the External ID
Confirm the External ID is set in Salesforce:
Open the Customer’s profile in Salesforce and locate the value in the External ID field.
If a value is set, continue to the next step to ensure the Customer meets the import filters on the Salesforce integration page.
If a value is not set, we can not sync the Customer into Vitally. Collaborate with your data team to set the field in Salesforce, and after an hour, the Customer will be created in Vitally! If you've added an external ID, but the Customer still isn't syncing to Vitally, please contact our Support team.
2. Ensure the Customer meets the import filters on the Salesforce integration page
2. Ensure the Customer meets the import filters on the Salesforce integration page
Open the Salesforce Integration Settings:
In Vitally, navigate to Settings > Integrations > Salesforce (or via Quick Jump Mac:
⌘ + jWindows:Alt + j)
Select on the related hierarchy tab (Organizations, Accounts, or Users)
Review Import Filters:
Scroll down to the section labeled
It looks like X Account objects currently exist in Salesforce (matching your conditions) that could potentially create new Accounts in Vitally. Specify conditions below if you'd like to limit that further
Compare the Customer's profile in Salesforce with the filters you've set in Vitally to ensure it meets the import criteria.
If the Customer matches the import filters, continue to the next step to trigger an update to the Customer in Salesforce.
If the Customer does not match the import filters, we can not sync it into Vitally. Collaborate with your data team to update the related fields in Salesforce, and after an hour, the Customer will be created in Vitally! If you've set the correct fields in Salesforce, but the Customer still isn't syncing to Vitally, please contact our Support team.
3. Trigger a Salesforce sync to remedy a sync timing issue
3. Trigger a Salesforce sync to remedy a sync timing issue
Open the Customer's Profile in Salesforce
Make a Minor Change to the Customer's Profile in Salesforce:
Temporarily modify or set one of the Customer's field values in Salesforce that syncs to Vitally.
Allow Time for the Sync:
Salesforce syncs in near real-time but occasionally takes up to one hour. After the change, the Customer will be created in Vitally within an hour.
FAQs
Q: What if my Customer doesn’t meet the import filters in Salesforce?
A: If the Customer doesn’t meet the defined import filters, they won't sync or update in Vitally. You can either adjust the filters in the Salesforce integration settings or modify the Salesforce Customer to meet the filter criteria.
Q: The Customer meets the filters and I made an update, but it still hasn't been created in Vitally. What should I do?
A: If the sync hasn't occurred even after ensuring filters are met and making changes to the Customer, please contact our Support team and we can help troubleshoot the issue together.