Salesforce Connector Troubleshooting for Account Engagement

I can't verify the connector even with correct login credentials and network security settings!

If your organization restricts IP access at the User Profile level (a security option available with Salesforce Enterprise Edition and higher), you may need to allowlist Account Engagement IP ranges in Salesforce:

Salesforce Classic:

I got an Insufficient Privileges Notice in Salesforce!

Depending on your Salesforce settings, you may need to make the Visualforce elements viewable by various user profiles. If you are experiencing an 'insufficient privileges' message within Salesforce, you should first try checking your Visualforce Pages settings. See this article for more details.

Sandbox versus Production

If you have checked the sandbox option on the Salesforce connector options, and you are trying to connect to a production account, the connector will not verify. The opposite is also true.
 

I just created a new custom field and mapped it to its Salesforce equivalent but the values aren't populating on my prospects!

Creating a field in Account Engagement and mapping it to a field in Salesforce that has pre-existing values won't trigger a sync of your prospects. A sync is required to pull those values from Salesforce into Account Engagement. To fix this, after you have create the Account Engagement field mapping with the Salesforce field, click on the Sync Prospects button on the “Queue prospects for a full sync?” prompt. You can also initiate one yourself by mass-updating your prospects via an import. An easy way to do this is by running a Salesforce report for all leads and contacts with a value in the custom field, export them, and then import them into Account Engagement.

I just created and mapped this custom field but this rule/list querying that field isn't matching my prospects!

Creating a field in Account Engagement and mapping it to a field in Salesforce that has pre-existing values won't trigger a sync of your prospects. A sync is required to pull those values from Salesforce into Account Engagement. To fix this, you can request a full sync from Account Engagement Support after creating a new custom field.

You can also initiate one yourself by mass-updating your prospects via an import. An easy way to do this is by running a Salesforce report for all leads and contacts with a value in the custom field, export them, and then import them into Account Engagement.

My de-duplication management is preventing some prospects from syncing!

The connector user is subject to validation rules and duplication rules in Salesforce like any other user. If Account Engagement creates what Salesforce thinks is a duplicate record, you may get a sync error. You can manually view and correct prospects by checking your sync queue for errors in Account Engagement.

Account Engagement Classic: Admin > Connectors > Salesforce > Sync Errors (gear icon)

Account Engagement Lightning app: Account Engagement Settings > Connectors > Salesforce > Sync Errors (gear icon)

If you want to avoid this, you can create exceptions (in Salesforce) for records originating in Account Engagement. This can usually accomplished by checking if the Created By user is the connector user. This works best if the connector user is dedicated to Account Engagement and is not used for other integrations.

Must Install the Account Engagement Package Error

When attempting to verify the Salesforce connector, you may get an error like this one:

Before you can create a Salesforce connector, you must install the Account Engagement package in the Salesforce Org to which you are connecting. Please see our Knowledge Base article on installing the Account Engagement package.

Cause

This error message may be caused by one of two things:

• The connector user does not have permission to read/write/view all records/modify all records/delete all ObjectChangeLogs
• The Account Engagement AppExchange Package has not been installed in the Salesforce Org.

Solution

Insufficient Permissions:
Make sure that the connector user has been granted the appropriate permissions in Salesforce. At minimum, the connector user needs to have access to the following in Salesforce:

• Create, edit, and read all leads
• Create, edit, and read all contacts
• Create all tasks
• Read all users
• Read all campaigns
• Read/write/view all records/modify all records/delete all ObjectChangeLogs

Account Engagement AppExchange Package Not Installed:
Install the AppExchange Package

Password/username changes

CRM username and passwords may change for a number of reasons; perhaps your CRM has a specified password expiration date range, the connector user is also a standard CRM user and he/she could have changed their password, or the connector user's email address was updated to match your companies new email domain.

Log in to your CRM using the connector user email address and password that is set in Account Engagement. If you are not able to log in to your CRM with those credentials, Account Engagement will also not be able to communicate with your CRM. Update the username and/or password in the CRM and then update them in Account Engagement to match what is used to log in to the CRM. To update your username and password in Account Engagement:

1. Navigate to Admin > Connectors (Classic) or Account Engagement Settings > Connectors (Lightning app).
2. Under the Actions column, click on the gear icon to the right of your CRM connector and choose Edit.
3. Update the username and/or password fields accordingly to match your updated CRM credentials.

Note: The above only applies for V1 Salesforce connectors. The V2 connector by default uses the B2BMA Integration User. This user is named “b2bmaintegration@<org-id>.ext”, but the user is completely unrelated to the B2B Marketing Analytics product. The Account Engagement Integration User does not have a password, and so cannot be logged in via a normal browser by navigating to login.salesforce.com.
 

Incorrect URL

Contact Account Engagement support to change the connector login URL from login.salesforce.com to test.salesforce.com if you switched a V1 connector from Production to Sandbox and vice versa as this does not update automatically.

V2 Connector Can't be Unpaused

If Connector V2 is stuck as 'Verification in Progress' and cannot be unpaused, this suggests there is a missing step or an issue with provisioning. See this article for additional troubleshooting tips.