Once a team hierarchy is established in Backstory, managers can view the activities of users within their team, as well as any sub-teams.
There are, however, some scenarios that can result in managers not seeing all users’ data represented in their views within Backstory dashboards.
If you are not seeing activity data of team members in Backstory as expected, check out the following troubleshooting recommendations to ensure Backstory is configured correctly.
Note: Administrator privileges will be required to complete these steps. Please contact your Backstory admin if you don’t have access to the Settings module.
Recommendations
Ensure the user is in Backstory. This can be verified on the Users & Teams page by searching for the user’s email AND name.
Please verify that the user is assigned to the correct team.
Ensure the user in question has display data enabled on their Configuration Profile. This setting controls whether Backstory displays its activity data in the web application. If disabled, the user’s name and data will be hidden from all dashboards.
Similar to the display data setting, check that data intake is enabled for the missing user. For more information, please this article.
Ensure the user’s Backstory account is active, meaning they’re not suspended or experiencing errors retrieving their activity data. Furthermore, ensure that the timestamp under the user’s Active status is up to date.
If this timestamp is more than a few hours in the past, please contact support@backstory.ai for further information.
If Salesforce Role Hierarchy is enabled for your organization, ensure the user’s team is enabled within the team node picker. If the user’s team is not enabled, either enable it or move the user (within Salesforce) to an enabled team.
If Salesforce Role Hierarchy is enabled for your organization, the missing user should be active in your Salesforce instance. Specifically, they should have the following field & value pairs:
IsActive = True
'Profile.UserLicense.LicenseDefinitionKey' = 'SFDC'
Still having issues? Drop us a line at support@backstory.ai.