Troubleshooting Salesforce

This troubleshooting guide is designed to help you with common questions or issues you may encounter when using Salesforce as a data source.

For further assistance, please send an email to our Support team at help@ortto.com or lodge a support ticket from your account:

In the left-hand navigation drawer of your Ortto account, click Support.
On the How can we help? page:
1. Under Quick links, click Submit a support ticket.
2. Populate the Submit a support ticket form and click Submit ticket when you are done.

Disconnect and delete the data source

You must disconnect and archive a data source before you can delete it.

Disconnecting a data source from Ortto will stop new data from the data source merging with the CDP.

Learn about disconnecting, archiving and deleting a data source under Managing data sources.

Data source already connected

Disconnect, archive, and delete the existing Salesforce connection before attempting to connect again; the existing data source must be deleted.

Connect more than one Salesforce account

Ortto can connect to more than one Salesforce account at a time. You may wish to do so if you have 2 Salesforce accounts, for example, with a contact named John Smith in both Salesforce accounts. By connecting both of your Salesforce accounts with your Ortto account, Ortto will store John Smith as 1 person (contact) in your CDP. This will help you see John Smith’s activity all in once place, as you can view John Smith’s profile and see activity from both of your Salesforce accounts.

To connect to another Salesforce account, log in to the Salesforce account you wish to connect, then repeat the steps outlined in Connect from Ortto.

Salesforce data source still displays as 'syncing' after x minutes/hours

Depending on the amount of records in your Salesforce account the initial sync may take up to several hours in some cases.

How do I backfill Salesforce field data?

If you select a new/additional Salesforce field to sync to Ortto (under Data sources Salesforce Salesforce fields), the field will only be populated with data from new (future) updates.

If you wish to backfill the field data, you can select Backfill Salesforce fields, which will populate data for the newly-added Salesforce fields against existing contacts (people) in your CDP. You can access the backfill feature two ways:

On the Data sources page, by clicking the more icon next to your Salesforce account, then Backfill Salesforce fields.
In the Salesforce data source view, under Actions Backfill Salesforce fields.

For example, say you have contact ID data populated in your Salesforce account but you did not set up your Salesforce integration in Ortto to capture contact ID field data. You can add the contact ID field in Data sources Salesforce Salesforce fields. Once you have done so, in the Salesforce view, select Actions Backfill Salesforce fields to backfill the contact ID data for your existing contacts.

The Backfill Salesforce fields feature only populates data for contact fields.
Backfilling Salesforce fields will put the Salesforce data source into a syncing status, which will turn off any journeys or playbooks (because the data source is not in a connected state). You will need to switch these campaigns back on.

My Salesforce selective sync is missing updates for contacts or leads

If you configured your Salesforce data integration to selectively sync Salesforce data using filter conditions to capture only contacts, the sync will filter out leads (and vice versa). As such, you will not be able to find data on leads in your CDP, for example, because leads do not have contact fields in Salesforce.

If you wish to capture both contacts and leads, your filter conditions will need to be configured to capture both record types, using an OR operator. For example, the filter conditions Primary object name is Contact OR Primary object name is Lead, and group those conditions with any additional contact or lead field conditions as required.

Learn more about grouping conditions and AND/OR operators in Working with filters.

How do I send data from Ortto to Salesforce?

There are two ways in which you can send data from Ortto to Salesforce:

Create a journey with Action shapes that update object records, such as an action to change a campaign’s status. Learn more about Salesforce actions.
Select up to 20 activities to sync to Salesforce. This creates custom objects in your Salesforce account with the same names as the activities selected in Ortto.

Journey and playbook actions are only available to customers on Ortto’s Professional, Business and Enterprise plans.
Syncing Ortto activities to Salesforce is only available to customers on Ortto’s Business and Enterprise plans.

Syncing Ortto activities to Salesforce

If you setup the Salesforce activity sync prior to 21 December 2022, you may need to update the Ortto package installed in Salesforce to reflect the latest version: 1.3.

To do so, follow the link to the package installer: https://login.salesforce.com/packaging/installPackage.apexp?p0=04t5g000000uLHd.

To send Ortto activities to Salesforce:

In your Ortto account, navigate to Data sources Salesforce Sync Ortto activities to Salesforce.
Choose at least 1 activity then click Save.
On the Install Ortto package and setup organization namespace pop-up, click Install package.
Log in to Salesforce.
In the package installation, select Install for all users.
Once installed, you will see the package in your Salesforce account under Settings Apps Packaging Installed Packages.
Once the package is successfully installed, return to Ortto and navigate to Data sources Salesforce Sync Ortto activities to Salesforce.
Choose up to 20 activities then click Save to save your selection.

The activities you selected will be synced to Salesforce during the ongoing data merge.

Custom Salesforce objects synced to Ortto that do not have the Parent object set to a reference ID to a contact or lead can still create contacts in Ortto using an Identify object by method of Unique identifier (such as email). Ortto activity data associated with these type of contacts, and contacts created by a reference ID, can then be synced to Salesforce.

Viewing Ortto activities in Salesforce

The Ortto package installed in Salesforce during the activity sync setup includes an an app called Ortto with an associated object called Ortto Activities, which has a relationship with Salesforce’s contact or lead default objects (or objects synced using Unique identifier method).

Add the Ortto Activities object to the Salesforce records you wish (such as contact, lead, campaign member, or custom object records) to see the Ortto activities synced to Salesforce populated in that section.

Add the Ortto activities component to Salesforce records

To add Ortto Activities, on a record page (e.g. lead record or contact record):

Click the Setup cog , then Edit page.
In the page builder, in the left-hand Components panel, locate the Ortto Activities page component.
Click and drag Ortto Activities onto the record page view.
When you are finished setting up the record page, click Save.
When prompted, Activate the page so it is visible to all users in your Salesforce account.
At Assign form factor, choose the device types on which you want the page to be available.
Once the record page setup is complete, you can return to a lead or contact record to see the Ortto Activities section. The section will be populated with activity events when the sync occurs.

Example Ortto activities synced to Salesforce

Configure the Ortto Activities object

To configure the Ortto Activities section, in your Salesforce Setup:

In the left-hand panel, select Objects and fields Object manager.
Select Ortto Activity.
In the Object Manager, click Contact Page Layouts then create a New page layout, or edit an existing one.
In the setup of the page layout, click and drag the Field components to add and remove them from the Ortto Activity Detail panel.
Click Save to finish the object setup.

Associating Salesforce opportunities in Ortto

Salesforce opportunities must have a contact assigned to the primary contact role in order for the opportunity (and related activities) to be successfully associated with the contact in Ortto. Even if an opportunity has one or more contacts, you need to make one contact the primary contact.

This means that for opportunities with multiple contacts, only the contact assigned to the primary contact role will be associated with the opportunity in Ortto.

Assign a primary contact in an existing opportunity

To assign a contact to the primary contact role for a Salesforce opportunity:

In Salesforce, view the opportunity you want to add a primary contact to.
In Contact Roles section, at the relevant contact, click the drop-down arrow then Edit.
In the Edit Opportunity Contact Role modal, select the Primary checkbox then Save.

Create a new opportunity with a primary contact

To create a new Salesforce opportunity with a primary contact:

In Salesforce, at Opportunities, click New.
Populate the opportunity fields as required then click Save.
On the new opportunity view, in the Contact Roles section, click the drop-down arrow then Add Contact Roles.
Search for and select a contact to add, then Next.

In the Primary Contact field at the top of the Add Contact Roles modal, select the contact then Save.

How do I sync scores to Salesforce?

To send your scores to Salesforce, you need to:

Install the latest Ortto package using the link in the note at Syncing Ortto activities to Salesforce.
Check the remote site settings related to the Ortto package in Salesforce.
Add the Ortto scores component to Salesforce records.

Install the latest Ortto package

To enable contact scores to sync to contact-related record pages in Salesforce, you need to click the link in the note at Syncing Ortto activities to Salesforce:

During the installation, select Install for all users and click acknowledgement checkbox, then click Install.
You’ll see an Approve Third-Party Access pop-up alerting you that 3 remote sites are included in the package (this is to accommodate each of the regions in which Ortto can host data). Select the checkbox to grant access to the sites then click Continue.
When the installation is complete, click Done to return to Salesforce.
You then need to check the 3 remote sites are active.

Check the remote site settings

When you installed the Ortto package for Salesforce (using the link at Syncing Ortto activities to Salesforce), it automatically added 3 remote sites to your Salesforce account.

When the remote sites were installed, they may not be active, so you will need to check this in Salesforce:

In Salesforce, at Setup, choose from the left-hand panel Security Remote site settings.
On the All Remote Sites page, click Edit at each of the Ortto remote sites:
- Ortto_AU: https://salesforce-integration-api.au.autopilotapp.com,
- Ortto_EU: https://salesforce-integration-api.eu.autopilotapp.com, and
- Ortto_US: https://salesforce-integration-api.autopilotapp.com.
Select Active if not already selected to enable each remote site. There is no need to alter other settings.
Click Save to finish.

Add the Ortto Scores component to Salesforce records

To add Ortto Scores, on a record page (e.g. lead record or contact record):

Click the Setup cog , then Edit page.
In the page builder, in the left-hand Components panel, locate the Ortto Scores page component.
Click and drag Ortto Scores onto the record page view.
When you are finished setting up the record page, click Save.
When prompted, Activate the page so it is visible to all users in your Salesforce account.
Once the record page setup is complete, you can return to a lead or contact record to see the Ortto Scores section. The section will be populated with scores when the sync occurs.

Example Ortto scores synced to Salesforce

Needs attention: Couldn’t connect Salesforce

If your Salesforce data source has a status of Needs attention and you get an error message saying Couldn’t connect data source it may mean that you need to:

Reset your Salesforce security token
Reset your Salesforce password
Once the token and password are updated, try again in Ortto to connect to Salesforce.

If you are asked to login to Salesforce from Ortto during the reconnection, populate the Password field with your Salesforce password followed by your Salesforce security token. For example, if your password is "mypassword" and your security token is "XXXXXX", enter "mypasswordXXXXXX".