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Troubleshooting: External Actions in Account Engagement Engagement Studio

Publish Date: Sep 30, 2025
Description
After activating an External Action in Salesforce, a user can leverage it within within Account Engagement Engagement Studio. If External Actions are not displaying of operating as expected in Account Engagement, the user will want to reference this document for some high-level troubleshooting steps.
Resolution

External Action step in Engagement Studio is showing up as [INACTIVE]


This can occur when:
  • The Active in Automations checkbox is deselected on the External Action or Marketing App Extension record after the action step is created in an Engagement Studio program.
  • The External Action is deleted after the action step node is configured in an Engagement Studio program.


External Action step in Engagement Studio is showing up as [DELETED]


This can occur when the Marketing App Extension is no longer assigned to a business unit.


External Action shows up in Engagement Studio but the card is not editable


If the External Action action schema is misconfigured, the action may appear as an action option in Engagement Studio but not allow configuration of the action step after selecting the specific action.

This is usually because the schema for the external action has one of the following issues:
  1. The External Action schema is missing one or more required sections: parameters, view, and required
  2. The JSON is not formatted properly. You can verify your formatting with a JSON linting tool, such as the open source tool JSONLint.
  3. There are unsupported data types included in the parameters section. The only data types supported are 'string' and 'number'.


External Action does not appear to be processing


Common root causes can include: 
  • The APEX class is not defined as a global class
  • The B2BMA Integration User does not have access to the APEX class
If there are additional doubts that the external action is executing as expected, it's recommend to add a debug tracer to the B2BMA User and reviewing the logs in Salesforce for the specific issue.

As a Salesforce Admin, add a debug tracer to the B2BMA user to view logs for errors.
  1. Navigate to Setup → Debug Logs
  2. Select New
  3. Search for the B2BMA Integration User for the Traced Entity Name
  4. Update the Start & End times. Recommend leaving on for 24 hours.
  5. Select SFDC_DevConsole for the Debug Level
Knowledge Article Number

000393472

 
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Salesforce Help | Article