The Salesforce integration is a complex integration, with a lot of data transfer.
This article aims to answer some of the frequently asked questions related to the Salesforce integration.
It's easy to delegate to access to your Salesforce instance to our Support team so we can assist by troubleshooting problems with you.
- Log in to your Salesforce instance.
- Click on your avatar in the top right hand corner.
- Click Settings.
- Select the Grant Account Login Access section.
- To grant access to Arlo Support, select an Access Duration (we recommend at least 1 week).
- Press Save.
A setting within Salesforce can cause bulk syncs to become stuck in a queued state. If this occurs, you can resolve this by going into your Setup > Apex Settings page, and setting the Default Minimum Enqueue Delay to 5 (or above) and press Save.
If you are seeing two sync logs fire when an organisation has been updated, this is because a parent of an organisation doesn’t exist at the time of the first sync. This has no impact on the integration working, but will just produce a skipped record log.
If you create new views in Salesforce, you need to logout before taking effect. Sometimes it can take some time for your browser to show the new views due to caching.
If you create a course in Arlo with a max registration limit, the registration limit will synchronise to Salesforce. If you subsequently remove the limit completely in Arlo (i.e. blank the field), the registration limit will not be removed in Salesforce. It will need to be removed in Salesforce manually. This is a known bug.
If a presenter is not showing against a course, this will be because the presenter has not been synced to Salesforce (the Presenter record in Arlo may have been created before the date the records are being pulled from). To fix this, you will need to manually resynchronise back further than when the presenter was created in Arlo.
Sometimes you may see a "Parent Log Failure" exception. You can re-queue the failed log and it should resolve itself on the subsequent synchronisation.
If you are upgrading your plugin from version 4.0 to 4.1, once the upgrade is complete you will need to perform a plugin reset in Salesforce. To do this, go to the Arlo Connection Settings Page, select the Reset System Settings checkbox and press Save - This will reset the connection settings and apply updates.
Note: You will need to reconfigure field mappings if you do this.
Find and requeue the latest bulk sync record prior to the failed record. This will skip the failed record and complete the rest of the bulk sync. If you want the record with the invalid characters to sync, you will need to remove the invalid characters indicated in the error log.
When you upload a new version of the plugin to Salesforce that has already had the new version installed, a new webhook will be created. You will need to disable the old one in Arlo.
To do this:
In Salesforce, the Arlo Connection settings, check the Webhook key's last 4 digits.
In Arlo, open Settings, and select Webhooks.
Find the Salesforce webhook that does not match the one being used in Salesforce and disable it.
All the existing data for courses, elearning, registrations will be deleted. Only the contacts and organisations data remains. You can resync the information deleted with the new connection.
If a Salesforce contact is linked with an Arlo contact and that contact's name or email address is changed in Salesforce, the changes will be synchronised with Arlo within a few sec, i.e. the changed field will be updated in Arlo.
If a linked contact's name or email address is changed in Arlo, the Salesforce contact will be updated (as Salesforce is the master record).
When merging two Arlo linked contacts in Salesforce, Arlo will keep the contact that you choose to be the master contact while archiving the other contact in Arlo. The two Arlo contacts will retain the information you have in the linked Salesforce contacts.
If the connection is removed, i.e. the contact with the data connection is deleted, Arlo will attempt to match the contact again in Salesforce using first name, last name and email address to establish a new data connection. If a match is unable to be found, a new contact will be created (if the settings allow).
When merging two linked contacts, the recommended process is to merge the records in Arlo, then merge the records in Salesforce.
If a Salesforce account is linked with an Arlo organisation and that account's name is changed in Salesforce, the change will be synchronised with Arlo within a few minutes, i.e. the organisation name will be updated in Arlo.
If a linked account's name is changed in Arlo, the Salesforce account will be updated.
The data connection is established within Salesforce (as that is where the plugin is working from). Therefore, there is no way in Arlo to see whether there is an established data connection with a record in Salesforce.
This isn't something you can set in the Arlo for Salesforce plugin, it is a setting in Salesforce.
Here's an article from the Salesforce website that explains how to set this.
With the Arlo connector, Organisations (as Accounts) are created in Salesforce where they do not already exist and there is an associated registration or lead for that organisation.
This is why the organisation is being recreated and is the expected behaviour of the integration.
The organisation is marked as Archived in Arlo because the associated account was deleted in Salesforce.
You can see how the integration syncs between the two systems by reading the Salesforce/Arlo synchronisation overview help article.
The import date is looking at the last modified date. If you modified some of the courses after the import date they would pull through to Salesforce.