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            Troubleshoot Personalization Integration with Salesforce CRM

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            Troubleshoot Personalization Integration with Salesforce CRM

            Troubleshoot common issues with the integration between Marketing Cloud Personalization and Salesforce CRM. Changes to any Salesforce CRM security settings—at the OAuth App level, the Salesforce User level, or the Field Security level—can disrupt the integration.

            Required Editions

            Permissions Needed
            To troubleshoot data synchronization: A role with Administrator permissions
            1. If the integration isn’t working as expected, and you have made security changes, you must reconfigure the integration.
            2. Check your security settings in Salesforce CRM.
              1. Confirm you have permissions selected for View Setup and Configuration.
              2. Set Permitted Users to All users may self-authorize.
              3. Under OAuth Policies, set Refresh token policy to Refresh token is valid until revoked.
            3. In Personalization, select Third Party > Integration Setup.
            4. Select Salesforce CRM.
            5. Check the status of the last synchronization job in the Status Message section. Review the status message. Click the status message to see details, if available.
              Message details can include references to the CRM Jobs. You can find more information about the execution of those jobs in your Salesforce CRM environment.
            6. If the error detail includes any of the following error messages, complete the steps that follow to resolve the error:
              Error Description
              Error refreshing Salesforce OAuth token Token validity expired
              Error refreshing Salesforce OAuth token Expired access/refresh token
              Error refreshing Salesforce OAuth token inactive user
              INSUFFICIENT_ACCESS Use of the Metadata API requires a user with the ModifyAllData permission
            7. In Salesforce CRM, ensure the profile of the user establishing the OAuth connection has the ModifyAllData permission. This permission is necessary for Personalization to create custom fields using the Metadata API.
            8. Select Setup | Manage Apps | Connected Apps.
            9. Edit the Personalization connected app (your integration can be named differently).
              1. In OAuth policies, confirm Permitted Users is set to All users may self-authorize, and that Refresh Token Policy is set to Refresh token is valid until revoked. Make any necessary changes and click Save.
              2. At the top of the page next to your name, select Setup.
              3. Under Build, select Create | Apps.
              4. Under Connected Apps, click the name of the Personalization app. Don’t click Edit or Manage.
            10. In Personalization, select Third Party | Integration Setup.
            11. Select Salesforce CRM.
            12. Expand Connect to Salesforce.
            13. Copy the Consumer Key and the Consumer Secret from Salesforce CRM to Personalization.
            14. Click Establish Connection.
            15. Click Synchronize Now.
             
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