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Missing Salesforce fields or field values

Overview

To ensure new Salesforce fields or field values sync correctly with Ortto, some manual steps are required after they’re created in Salesforce.

NOTE: To avoid empty fields or missing data, follow the steps below before using your new field or value. Otherwise, you may need to manually update records in Salesforce or backfill historical data for proper syncing.

Why can't I find my field in the data source field editor?

If a Salesforce field is not appearing in the data source field editor under its object, check the following:

  • Confirm the field's object: In Salesforce's Object Manager, select the relevant object and go to Field & Relationships to ensure the field exists in that object.
  • Verify field visibility: Navigate to Object Manager > [object] > Field & Relationships, select the field, and go to Set Field-Level Security. Ensure the Visible checkbox is selected, then click Save.

Ensuring the field is visible allows the integration to use it in your data source.

Example of where the Set Field-Level Security button and visibility setting is available for a SF field.

NOTE: When a user adds a new Salesforce field, the system processes it in the background to prevent timeouts. If the field doesn’t appear on the Salesforce data source page right away, try refreshing after a minute or two.

Why can't I find my new field?

New custom fields created in Salesforce won’t automatically appear in Ortto filters or activity updates. To make your new field available, follow these steps:

  1. Navigate to CDP > Data sources > Salesforce.
  2. Click Edit under Custom fields.
  3. Click the Refresh button in the top-right corner to update your fields.
  4. Open the dropdown for the object where the field is located.
  5. Check the box for your new field.
  6. Click Save.
Example of how to refresh, find a new field and save.

Why can't I find the new value I added to my existing field?

New values added to existing custom fields in Salesforce won’t automatically appear in Ortto filters or activity updates. To make the value available, follow these steps:

  1. Navigate to CDP > Data sources > Salesforce.
  2. Click Edit under Custom fields.
  3. Click the Refresh button in the top-right corner to update your fields.
  4. Click Save.
Example of refreshing and updating a new field value for an existing field.