Salesforce FAQs
My custom fields haven't synced from Salesforce to MonetizeNow. Why?
The main cause of this issue is someone has made changes to the values in your custom fields. When MonetizeNow syncs custom fields from Salesforce to MonetizeNow we don't sync one by one; We sync them in one batch. so an error with one custom field will effect the rest.
**To Resolve: ** Ensure the enabled values on your MonetizeNow custom fields, exactly match the enabled values for your Salesforce custom fields
I don't see X data '/ X data is stale. Where is it?
Follow the following process to investigate the update process for a specific piece of data.
- If missing from MonetizeNow (i.e. Salesforce is the Source of Truth for the data).
- For an Opportunity, ensure that the Primary Quote is in a Draft state. Only Primary Quotes in the Draft phase will have Opportunity details updated in MonetizeNow.
- For a Account or Contact, please review the 'LastSyncDate' field for the Record in Salesforce and ensure there is no recent value in the 'SyncError' Field. Following that, please toggle the 'EnableSync' field to force an update to MonetizeNow.
- If missing from Salesforce (i.e. MonetizeNow is the Source of Truth for the data).
- For Quotes, ensure that the PrimaryQuote for the opportunity is set correctly. It is possible the opportunity is connected to a different quote than the one being reviewed (often when a rep is making multiple offers to an end-customer).
What data is synced between MonetizeNow and Salesforce? When?
High Level Data Model
Salesforce to MonetizeNow
Salesforce is the source of truth for the following records and shares the outlined data to MonetizeNow. MonetizeNow will only write to specified fields that it owns on these records, detailed below.
Record | When SFDC updates show up in MonetizeNow |
|---|---|
Account | Instantly. After any update to a monitored field (see table below) when EnableSync is set to true. |
Contact | Instantly. After any update to a monitored field (see table below) when EnableSync is set to true. |
Opportunity | Instantly (Only for Draft Quotes). After any update to a monitored field (see table below). Note Opportunity data itself is not stored in MonetizeNow. Instead, Opportunities are used to organize and pre-populate Draft Quotes in MonetizeNow. Conversely, as Quotes progress past the Draft state, MonetizeNow will own updating the Opportunity Record. |
MonetizeNow to Salesforce
MonetizeNow is the source of truth for the following records and shares the outlined data to Salesforce.
| Record | When MonetizeNow updates show up in SFDC |
|---|---|
| Account (Select Fields) | Instantly. After any update to a monitored field (see table below). |
| Contact (Select Fields) | Instantly. After any update to a monitored field (see table below). |
| Opportunity (Select Fields) | Instantly. After any update to a monitored field (see table below). |
| Quote | Instantly. After any update to a monitored field (see table below). |
| Contract | Instantly. After any update to a monitored field (see table below). |
| Product2 | Instantly. After any update to a monitored field (see table below). |
| Rate | Instantly. After any update to a monitored field (see table below). |
| Price | Instantly. After any update to a monitored field (see table below). |
Salesforce Monitored Fields (Salesforce is the Source of Truth)
| Record | Field |
|---|---|
| Account | Id |
| Account | Name |
| Account | monetize__BillingCurrency__c |
| Account | monetize__EnableSync__c |
| Account | +Any Other Desired Fields* |
| Contact | Id |
| Contact | AccountId |
| Contact | FirstName |
| Contact | LastName |
| Contact | Phone |
| Contact | |
| Contact | Title |
| Contact | MailingStreet |
| Contact | MailingPostalCode |
| Contact | MailingCity |
| Contact | MailingState |
| Contact | MailingCountry |
| Contact | monetize__EnableSync__c |
| Contact | +Any Other Desired Fields* |
| Opportunity | Id |
| Opportunity | Name |
| Opportunity | monetize__PrimaryQuote__c |
| Opportunity | monetize__EnableSync__c |
| Opportunity | +Any Other Desired Fields* |
*MonetizeNow will monitor any additional fields explicitly defined as a Custom Field. These are data elements can be used for Approval Rules, Conditional Logic, Quote Terms, Finance IDs, manage Ship To vs. Bill To Contacts, and what ever else you can imagine. Click here to learn more about setting up custom fields.
Note MonetizeNow supports creating and updating Account and Contact data directly in MonetizeNow, however, when used with a CRM such as Salesforce, we advise against it, to keep processes simple and data flows clean.
Salesforce Monitored Fields (MonetizeNow is the Source of Truth)
| Record | Field |
|---|---|
| Account | monetize__Id__c |
| Account | monetize__LatestContract__c |
| Account | monetize__BillingStatus__c |
| Account | monetize__PrimaryBillingContact__c |
| Account | monetize__SyncError__c |
| Account | monetize__LastSyncDate__c |
| Account | +Any Other Desired Fields* |
| Contact | monetize__Id__c |
| Contact | monetize__IsPrimary__c |
| Contact | monetize__BillingStatus__c |
| Contact | monetize__SyncError__c |
| Contact | monetize__LastSyncDate__c |
| Contact | +Any Other Desired Fields* |
| Opportunity | monetize__Id__c |
| Opportunity | monetize__Contract__c |
| Opportunity | monetize__LifecycleType__c |
| Opportunity | monetize__PreviousContract__c |
| Opportunity | monetize__PrimaryQuote__c |
| Opportunity | monetize__SyncError__c |
| Opportunity | monetize__LastSyncDate__c |
| Opportunity | +Any Other Desired Fields* |
*For MonetizeNow fully owned Records (Quote, Contract, Product2, Rate, Price) the full list of fields can be found in SFDC > Setup > Object Manager.
Troubleshooting Contract Sync Issues Between MonetizeNow and Salesforce
If your processed contracts from MonetizeNow aren't appearing in Salesforce, there are several common causes and solutions to resolve sync issues.
Common Causes and Solutions
- Inactive User Ownership Issues
If you see an error about "operation performed with inactive user as owner of contract," this means the contract owner in Salesforce has been deactivated. To resolve this:
- In Salesforce, go to Setup > User Interface
- Enable "Set Audit Fields upon Record Creation" and "Update Records with Inactive Owners" User Permissions
- Create a Permission Set with "Update Records with Inactive Owners"
- Add this Permission Set to the Integration User you use for MonetizeNow
- Invalid Picklist Values
Contracts may fail to sync due to invalid or deprecated picklist values, particularly in the "Governing Terms" field. Check your contract records for any picklist values that may have been deactivated in Salesforce and update them to valid values.
- Missing Opportunity Association
Some contracts may be missing the Salesforce Opportunity ID association in MonetizeNow. If this happens, support can manually map the correct Opportunity ID in the backend and re-sync the contract data.
- Account Merge Issues
If Salesforce accounts have been merged, the contract may still reference the old account ID that no longer exists. This will cause sync errors. You can use MonetizeNow's built in Account Merge feature to ensure the correct association.
- Auto-Renewal Quote Issues
For auto-renewal contracts, MonetizeNow either associates the renewal quote with an existing open renewal opportunity in Salesforce or creates one automatically. Make sure to check your MonetizeNow configuration settings to see if you've setup the managed package to auto-create renewal opportunities.
Updated 15 days ago