Demandbase for Salesforce Issues Checklist

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Troubleshooting the Demandbase for Salesforce App

This article contains troubleshooting tips and checklists for common issues you may find when you are working with the Demandbase for Salesforce App. Click the links below to learn more about each type of issue.

The app isn’t loading as expected

If the application doesn’t load when you navigate to the Demandbase tab, you may see this connection error screen: The Demandbase Partner API seems to have trouble connecting. Please contact support@demandbase.com Or it may be loading indefinitely. 

Checklist

      1. You've followed the install guide
      2. You’ve configured your Demandbase Salesforce key. See Setting up the Auth Credentials in Demandbase for Salesforce Setup.
      3. Your SFDC Admin may need to verify this is correct.
      4. You are part of the Permission Sets for Demandbase App. Your SDFC Admin will need to make sure you’ve got access. See Configure Permission Sets steps in Demandbase for Salesforce Setup.
      5. Ensure the Demandbase Package is installed by checking the "Installed Packages" in Salesforce.
      6. If you've received an error that says, "Access Forbidden, please check your API key or wait for API key metadata to be written if recently set", you may need to wait 24 hours for Salesforce Apex jobs to finish running. If 24 hours have passed then please try revoking the key as described below.
      7. Revoke your current API in the Demandbase Platform and create a new one.
        1. Navigate in the platform to Admin > Settings > Access Tokens
          Screen_Shot_2019-12-17_at_1.24.00_PM.png
        2. Revoke "App Key"
          You will have to Re-Auth the App in SFDC with the new key created in Demandbase. See Set Up The Auth Credentials in Demandbase for Salesforce Setup.
NOTE: If you continue to experience problems, click the Show Details button and send the  message that displays to support@demandbase.com. Please provide screenshots of your setup from the checklist to expedite helping you.

I can’t create a new Account List

Checklist:

      1. You’ve done the CRM OAuth connection. For more information, see Demandbase for Salesforce Setup.
      2. Does your CRM connection match the same environment you’re in? If the CRM connection is UAT, then are you also in UAT trying to create an Account List? If not then these environments need to match. You need to either test in the same environment as your connection or change your CRM connection as outlined in Demandbase for Salesforce Setup.
      3. Does the authorized user of your CRM connection have access to the report, the report fields and API permissions? This issue typically has errors about trouble “fetching report” or “report has no rows”. Check with your SFDC admin to ensure your CRM authorized user has access to the fields and reports as well as API’s. For more information, see Connect Demandbase to Salesforce.
NOTE: If you continue to experience problems, click the Show Details button and send the  message that displays to support@demandbase.com. Please provide screenshots of your setup from the checklist to expedite helping you.

I don’t see any custom objects after I “Save to Salesforce”

It’s unusual to not have any custom objects created for an Account List after you’ve pushed the Save to Salesforce button.

Checklist:

      1. Ensure you’ve waited an adequate amount of time for the data to be pushed over. This can take up to 20-30 minutes for busy Salesforce queues.
      2. You’ve followed the steps for Confirming Data Has Been Saved in Demandbase for Salesforce Setup and you do not see any custom objects.
      3. Is there a time stamp on the Account List about when the last Save was? Is it a recent time-stamp from your current attempts or an older one? If it is older or there is no date then you can skip this step. Otherwise, if it’s recent, it indicates the data was pushed over and so ensure you’ve reviewed the Confirming Data Has Been Saved in Demandbase for Salesforce Setup.
      4. Does your user have access to the custom objects or the Account Lists tab?
NOTE: If you continue to experience problems, click the Show Details button and send the  message that displays to support@demandbase.com. Please provide screenshots of your setup from the checklist to expedite helping you.

I don’t see any custom fields updated after “Save to Salesforce” or some custom fields aren't updating

Checklist:

      1. Ensure you're on the latest Salesforce Managed Package. Please ask your CSM. If you're still on the unmanaged package, you must upgrade.
      2. Ensure you’ve created the Account custom fields you wanted data pushed for. Remember we can only push data to Account custom fields.
      3. Ensure you’ve followed the guide to map the Demandbase data to your Salesforce fields. See Storing Data into Custom Fields in Demandbase for Salesforce Setup.
      4. Ensure the person who installed the app and the user it is under has access to the custom objects and fields. Sometimes the original user that installed it doesn’t have access to custom objects so the custom fields don’t update either.
      5. Are you looking at the right SFDC account? See Building a CRM Audience. Remember that CRM Audiences only map to one Salesforce Account to a Demandbase Company. So if you provided 3 IBMs in your CRM report when you created the audience, then only one of those is mapped to Demandbase and contains the data in custom fields.
      6. If your custom fields failed to save, there's a way to see which records failed. The Account List row will show a red link "Some Records Failed"Screen_Shot_2019-10-10_at_11.51.55_AM.png
      7. Click this link and it will navigate you to the Custom Object, Custom Fields section (you will need an admin for this) where more details are available about the error from Salesforce.image__6_.png
      8. Here you can see the errors passed back from Salesforce. Common errors are your fields couldn't update because someone or some jobs were editing the Account record while you saved. If this is the case, you can either:
        1. Hit the Retry Save to Custom Fields to try only the failed records
        2. Try saving again after hours or specifically when no other jobs are running
        3. If this doesn't work please resolve the error before proceeding
      9. Once the records succeed this list will clear
      10. There is also a Save Status Code you can check to make sure it's SUCCESSFUL. Screen_Shot_2019-10-10_at_1.26.34_PM.png
      11. If the Last Error field contains an error, but there are no failed records this is normal. The last error is just for reference.
NOTE: If you continue to experience problems please provide screenshots of your setup from the checklist to expedite helping you.

I don’t see the Save to Salesforce button

Check that you’re viewing a CRM Audience. Only CRM Audiences have this feature.

Save to Salesforce is greyed out

Check that your Account List has at least some data about web traffic or intent. An Account List that was just created may not have finished processing yet or none of the accounts have any web engagement or intent.

Save to Pardot doesn't generate a Segmentation List or isn't working

Checklist for SFDC Admins:

  1. Make sure you're on the latest managed package of Salesforce app. See setup guide
  2. You've setup the Pardot Integration per the Pardot Integration Setup guide
  3. You are selecting a CRM Audience for which the Prospects column shows a number greater than 0. 
  4. Prospect Column shows 0 but you know we have some for the accounts
    1. If you know there are Prospects but it shows 0 for the Audience, then follow these steps to confirm:
      1. Click into the Audience
      2. Navigate to the Account by clicking the Account Name
      3. Navigate to a Prospect in Pardot you know is also synced up to CRM (Remember that from the setup guide it mentions CRM Contacts and Pardot Prospects need to be synced to be picked up)
      4. The Prospect should have a CRM Contact ID tied to it. Screen_Shot_2019-08-16_at_4.04.01_PM.png
      5. If this is correct, then there is something going on so please file a support ticket.
  5. Save to Pardot is greyed out
    1. Check that you have Pardot Prospect column showing a number greater than 0. The Save to Pardot only shows when your account list has matching prospects.
    2. Check step 4 from above "Prospect Column shows 0 but you know we have some for the accounts"
    3. If it's still greyed out, please file a support ticket

 

 

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