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:

  1. In the left-hand navigation drawer of your Ortto account, click Support.

  2. 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 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.

Syncing Ortto activities to Salesforce

If you setup the Salesforce activity sync prior to 6 October 2022, you may need to update the Ortto package installed in Salesforce to reflect the latest version: 1.1.

To do so, follow the link to the package installer: https://login.salesforce.com/packaging/installPackage.apexp?p0=04t5g000000u50e.

To send Ortto activities to Salesforce:

  1. In your Ortto account, navigate to Data sources  Salesforce  Sync Ortto activities to Salesforce.

  2. Choose at least 1 activity then click Save.

  3. On the Install Ortto package and setup organization namespace pop-up, click Install package.

  4. Log in to Salesforce.

  5. In the package installation, select Install for all users.

  6. Once installed, you will see the package in your Salesforce account under Setup  Apps  Packaging  Installed Packages.

  7. Once the package is successfully installed, return to Ortto and navigate to Data sources  Salesforce  Sync Ortto activities to Salesforce.

  8. 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):

  1. Click the Setup cog sf setup cog, then Edit page.

  2. In the page builder, in the left-hand Components panel, locate the Ortto Activities page component.

  3. Click and drag Ortto Activities onto the record page view.

    sf record page 2
  4. When you are finished setting up the record page, click Save.

  5. When prompted, Activate the page so it is visible to all users in your Salesforce account.

  6. At Assign form factor, choose the device types on which you want the page to be available.

  7. 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.

ortto activity object 2
Example Ortto activities synced to Salesforce

Configure the Ortto Activities object

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

  1. In the left-hand panel, select Objects and fields  Object manager.

  2. Select Ortto Activity.

  3. In the Object Manager, click Contact  Page Layouts then create a New page layout, or edit an existing one.

  4. In the setup of the page layout, click and drag the Field components to add and remove them from the Ortto Activity Detail panel.

    ortto activity object setup
  5. Click Save to finish the object setup.