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Troubleshooting Salesforce Integration Issues

This page covers some scenarios that you may encounter along with steps to troubleshoot and resolve.

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Tip

It is a good idea to make sure that you have Apex Exception Email Notifications enabled in Salesforce.

  • Gear Icon | Setup | Quick find | Apex Exception Email
    • Add Salesforce User or Add Non Salesforce User email address | Click Save
    • The entered email addresses then apply to all managed packages in the customer's org.

This will notify the specified email address when there exceptions that occur from within Salesforce and can help identify when there might be issues.

Granting Login Access

If you need assistance from MonetizeNow support, make sure to grant us Login access and also provide your Salesforce Organization Id to our support team. This will ensure that we can provide the most efficient support to your team.


Cannot authorize MonetizeNow from Salesforce

Make sure you have followed the steps from the Salesforce Configuration Guide

Steps to Resolve

  1. Make sure your API key is valid
  2. Make sure that the target environment is correct, either MonetizeNow US or MonetizeNow EU depending on where your MonetizeNow instance is located
  3. Make sure that your user has access to the User External Credentials object. System Administrators should have this by default, but it could have been disabled. You can assign this permission using your Profile or a Permission Set

Cannot authorize Salesforce in MonetizeNow

Problem

Possible Causes

Solution

You are unable to login, your username and password is not accepted from Salesforce

Your org may have a login restriction to only allow access by logging in using the custom domain.

Choose Custom Domain during the login process.

You can verify this setting in Salesforce:

Setup → My Domain → Policies → Prevent login from

You receive an error message after successfully logging in

You may have 3rd party OAuth apps blocked by your administrator.

You might require an administrator to pre-install or enable 3rd party OAuth apps in your org.

You may have IP address restrictions enabled for your profile or for Connected Apps

OAuth configuration settings can be managed in Setup → Manage Connected Apps → Find MonetizeNow for Salesforce and click Edit.


From here, you have the ability to:
Install the connected app, which pre-authorizes users.

Choose which profiles have access to use the connected app

Relax IP address restrictions for this app
For Refer to the Salesforce Documentation for more information.


Accounts or Contacts are not being synced to MonetizeNow

Accounts and Contacts sync to MonetizeNow whenever the monetize__EnableSync__c field is set to true on either record.

Steps to Resolve

  1. On the failed record, check the Sync Error field which will contain an error message to help troubleshoot.
  2. Ensure that your connection to MonetizeNow is valid and working.
  3. If you have a field mapping configured that uses Dropdown fields (on the CRM page in MonetizeNow), make sure that all the dropdown values match in both systems.
  4. For contacts, MonetizeNow requires that an email address is present, any records without an email address will always be excluded from the sync.

Quotes are note being synced to Salesforce

This can be caused by a broken OAuth connection to Salesforce.

This can also be caused by any automation that you may have build in your Salesforce environment.

Steps to Resolve

  1. To to your CRM connection in MonetizeNow, open the menu, click "Verify Connection"
  2. Ensure you have Apex Exception Email Notifications enabled and check your email to see if there are any details about an exception from Apex or from a Flow. If you have an email, this will normally include the reason for the failure which should guide you to the place where the failure is occurring.
  3. Reach out to the MonetizeNow team for additional troubleshooting.

Quotes are being created without line items

The most likely cause of this is that your product catalog may not be synced to Salesforce.

Steps to Resolve

  1. Look in Salesforce at the "Products" and see if MonetizeNow products exist.
  2. Go to MonetizeNow > Settings > CRM and click the 3-dot menu to re-sync the product catalog

Opportunities are not being automatically created

Our Managed Package comes with a template flow called Create new Opportunity for MonetizeNowQuote which will automatically create Opportunities if a Quote is created in Salesforce and is not already linked to an Opportunity.

Steps to Resolve

Depending on how you are creating quotes, this flow may or may be required for your business use-cases, but for most customers it should be enabled. If you are creating quotes that are not already linked to an existing opportunity for any of your workflows, this flow or an equivalent is required.

This flow comes deactivated by default which will prevent opportunities from being created and most users will need to customize the flow and save as a new flow.

If you have any custom business logic implemented on the Opportunity or you need certain custom fields to be populated, you will need to customize this flow.

Reach out to the MonetizeNow support team if you need guidance for your specific use-case.


Opportunity Products are not being created from Quotes

The most common cause is that the products in the Product Catalog do not have an accurate Pricebook Entry or that the Pricebook on the Opportunity does not match the Pricebook selected in the MonetizeNow configuration.

Steps to Resolve

  1. Review the Pricebook setting in the MonetizeNow configuration page within Salesforce to make sure that the desired Pricebook is selected.
    1. NOTE: The pricebook and pricebook entry records are required by Salesforce, but are not used in any way to store pricing information.
  2. Ensure that you do not have any custom logic which is setting a different Pricebook on Opportunities - it is required that Opportunities linked to MonetizeNow quotes use the same Pricebook that is configured in the configuration.
  3. Make sure you have not selected Disable Opportunity Product Sync in the MonetizeNow configuration page.
  4. If the Quote does not have any Quote Items, this is likely caused by the Product Catalog not being synced from MonetizeNow to Salesforce. View the "Quotes are being created without line items" on this page for tips to resolve this
  5. Look at all the quote lines and view the field Should Sync To Opportunity Product and make sure this is set to true. If they are not set to true, then review the field formula and look at the field
    1. You can run this SOQL query from the Developer Console to easily view this information - replace ... with the Salesforce Quote's Id: SELECT Id, monetize__ShouldSyncToOpportunityProduct__c, monetize__Product__c, monetize__PricebookEntry__c, monetize__OverrideOpportunitySync__c, monetize__AmendmentStatus__c FROM monetize__QuoteItem__c WHERE monetize__Quote__c = '...'
  6. Ensure that the Pricebook Entry Id on the Quote Item exists and is valid. The MonetizeNow managed pacakge automatically creates pricebook entries any time new products are created or if the Pricebook is changed on the configuration page.
    1. If for some reason these were deleted, you should be able to update the products to trigger our Product2 trigger to run and auto-create the missing records. Otherwise you may need to re-create these records yourself in the UI or via dataload.

Sales reps cannot create new quotes

There are a few different error messages that you might encounter, such as Insufficient permissions: secure query included inaccessible field.

These errors are almost always related to the user not having the correct permissions assigned.

Steps to Resolve

  1. Ensure that the user attempting to create the quote has the MonetizeNow End-User permission set
  2. Ensure that the user has read access to the User External Credentials object. This is required because MonetizeNow stores the API Key in a Named Credential, which Salesforce encrypts and has protected access to make callouts to external systems, so Salesforce has made this an opt-in permission.
    1. Note: Salesforce does not allow us to include this permission in our managed package.

Updated 24 days ago