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Social posts are not coming into Salesforce using the Radian6 for Salesforce Integration

Knowledge Article Number 000186563
Description
The Radian6 for Salesforce Integration is used to send social posts from your social account or Radian6 Topic Profile to your Service Cloud. There are several troubleshooting steps you can take if social posts aren't coming into your Salesforce Organization.
Resolution

 

Review your configuration in Salesforce

 

Review

Verify

Take action

Radian6 integration userEnsure that there is a Radian6 integration user authenticated in the Radian6 for Salesforce package.
If there isn't a Radian6 integration user authenticated or the incorrect user is authenticated, authenticate the user. If the integration user is not authenticated, new posts will not appear in Salesforce.
Package configurationEnsure that you have configured your package without errors. Errors in the configuration can prevent posts from coming into Salesforce.
Test your configuration for errors and correct any errors presented.
Email address configurationMake sure that the email address in your Radian6 for Salesforce Integration package is configured correctly and is a valid email address.
If the incorrect email address is listed or if the email address isn't a real, valid address, add the correct email address that should receive email notifications. The email address listed is sent an email if there is a technical reason (such as a trigger or validation rule in Salesforce) that prevents the creation of a post. 
 
 
Review your configuration in Social Hub

 

Review

Verify

Take action

Rules and data source statusMake sure that the rules and data sources you are using in Social Hub are running.
If they have stopped, restart the data source or rule.
Social Hub user accessEnsure that the Social Hub user that the Send to Salesforce Rules are built under still has access to the Topic Profiles or Social Accounts that the Data Sources require.
If they don't have access, change the Topic Profile or Social Account visibility so the Social Hub user can see and access them.
Rule configurationMake sure that the rule is configured to send posts to the correct organization ID.
Attempt to send a post to Salesforce using the Radian6 mobile app or from the Salesforce extension in the Engagement Console. If you are able to successfully send a post to Salesforce, check that the rules you are using in the Social Hub are configured using the correct Salesforce organization ID.
Rule actionsIf you are using rules and there is another action included in addition to sending the post to Salesforce (such as adding a post tag), locate the post in the Analysis Dashboard River of News to see if the other workflow action was completed successfully.
1. Locate the post in the "Workflow" tab of a River of News.
You can locate it by narrowing your date range in the widget configuration or by searching for the post content using Filter by: Text in the Workflow  tab.
 
2. Click Audit Trail to see all workflow items applied to that post. 
  
3. If the other workflow action completed successfully, ensure that the rule is configured using the correct Salesforce Org ID.  
If the post was sent to Salesforce successfully, it will have a note added to it in the audit trail as follows:
"Sep 23, 2014 02:40 PM - Social Hub User added post note: SF_CASE_00Db0000000XXXXXX" (This is specific to your organization in the report) 


Refer to the Best Practices for Contacting Technical Support for Radian6 for Salesforce if posts are still not coming into Salesforce after taking these steps.
 
 




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