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.
Organization or Account is Ignored: Track rules under Lifecycle Tracking do not prevent a Salesforce record from importing into Vitally. They control whether a record that is already in Vitally is categorized as Ignored. Ignored records don't appear in table views but can be searched by their names, so an Account or Organization can exist in Vitally and still look like it was never created. Ignoring an Organization also ignores every Account beneath it. Track rules apply to Accounts and Organizations only, so a User is never marked Ignored. A User whose Accounts and Organizations are all Ignored is hidden from table views, even though the User itself isn't marked Churned or Deactivated. A User can also be Churned or Deactivated on its own, under Settings > Users > Churn configuration, and then only appears in table views under the Churned users toggle. If a User looks missing, check whether every Account and Organization it belongs to is Ignored.
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 (under Connectors) > 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.
4. Check whether the Organization or Account is Ignored by your track rules
4. Check whether the Organization or Account is Ignored by your track rules
Search for the record directly: Ignored records don't appear in table views but can be searched by their names. Use the search bar or Quick Jump (Mac:
⌘ + j, Windows:Alt + j) and enter the Organization or Account name.Check whether the record is Ignored: Open the record's profile from the search result. An Ignored Account or Organization shows a banner across the top of its profile saying whether it was ignored automatically by your track rules or manually by a teammate. If it was ignored automatically, your track rules are what is hiding it, not the Salesforce sync.
Review your track rules: In Vitally, navigate to Settings > Accounts or Organizations > Track Rules. Confirm whether the record matches an exclusion rule, or, if your rules are set to Include, whether it falls outside them. Learn more in Categorizing Ignored Accounts.
Adjust the source data or the rules: Track rules usually evaluate traits that come from Salesforce, so the cleanest fix is normally to update those Salesforce values so the record no longer matches. Changing the track rules themselves also works. Allow up to an hour either way.
Changes to track rules apply to every record in Vitally, not just the one you are troubleshooting. Editing a rule to bring one Organization or Account back into view can also change the Lifecycle status of other records. Where possible, update the Salesforce values the rule evaluates rather than the rule itself.
Accounts belonging to an Ignored Organization are also Ignored, even if they match your subscribed rules. Check the Organization's status before troubleshooting the Account.
If neither record is Ignored and the steps above all check out, please contact our Support team.
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.
Q: Both records exist in Vitally, but I can't find the Account or Organization in any list or view. Why?
A: The record is most likely Ignored. Ignored Accounts and Organizations remain in Vitally and continue to sync most trait data, but they don't appear in table views, including the Accounts table on their Organization's profile, and can only be found by searching for them by name. Check the record's Lifecycle status, then review your track rules under Settings > Accounts or Organizations > Track Rules.
Q: Do track rules stop Salesforce records from importing into Vitally?
A: No. The import filters on the Salesforce integration page control which records come into Vitally. Track rules apply after import and control whether a record already in Vitally is categorized as Ignored. A record can pass your import filters and still end up Ignored.