If you're using our Salesforce integration, you probably want visibility into when data doesn't make its way into your instance. Using the Event Log, you can see errors so you can resolve them!
In this doc, we'll cover
- some common Salesforce errors and how to resolve them
Here are a few key points that will help you decode the Salesforce error log in Drift.
“errorCode” This is the keyword that indicates what kind of error we’re hitting.
“Message” This is the context we’re getting from SFDC to explain the error.
Keep in mind: You will need to make sure your Integration User has the proper user and object permissions. A great majority of errors between Drift and Salesforce are permission issues and they’re easily avoidable if you give this doc a quick peruse. (https://gethelp.drift.com/hc/en-us/articles/360019665113-How-to-Grant-the-Proper-Salesforce-User-and-Object-Permissions-for-Drift-and-Salesforce)
“No such _______ INVALID_FIELD”
Meaning: This is a permission error that arises when Drift does not have access to a field on a salesforce object.
Solution: Check your permissions! Make sure your integration user has access to the object Drift is having trouble finding. The error messaging should clue you into what’s missing.
In this example, we’re having trouble accessing LeadSource on the Contact object.
"Required Field Missing"
Meaning: This error messages suggests you have a custom validation rule in Salesforce that requires certain fields to be filled before it will save a lead/contact.
The context of the error should allude to the missing information.
Solution: You have a few options here to resolve this error.
1. Remove the Custom Validation on Salesforce’s side.
2. Add a default value within your Sync Settings in Drift to send when a Drift Attribute is empty.
Meaning: This error is related to the formatting of the field you are mapping from Drift to Salesforce.
For instance, if you tried to map a String (text) value in Drift to an Integer (numeric) field in Salesforce, you would see a JSON_PARSER_ERROR.
Solution: To fix the error, you’ll need to make sure the value types match. Either edit your field in Salesforce or make a new attribute in Drift to match.
Meaning: This error suggests you’re hitting your Salesforce's API usage limits. If you see this error, you’re likely attempting to bulk-close conversations in Drift and they’re sending in bulk to Salesforce.
Solution: To avoid this error, close your conversations at a more measured pace if you want the data to make it to Salesforce.
If you’re just bulk-closing to clean up your inbox, consider temporarily turning off your Salesforce integration while you close.
Meaning: This error arises from having restricted values for state and country fields. Make sure that your state/country mapping is being populated with the correct values.
Solution: Have your Salesforce Admin check the settings for those objects, and if they need to be abbreviated. Within your Salesforce sync settings, you can choose to send abbreviated values.
Meaning: This error occurs when you’re mapping an attribute in Drift to a picklist in Salesforce and the value we’re sending is not present on the picklist.
Solution: Make sure the value Drift is sending matches up with an option on your picklist in Salesforce. The error will give you more context on what isn’t matching up.