The success of the Backstory-Salesforce integration depends on many factors, starting with a particular set of user permissions. The configurable nature of both platforms can lead to disruptions during setup and synchronization of activities. To make the integration process as seamless as possible, we have compiled a set of guidelines to help prevent Salesforce issues, along with a list of common errors to facilitate troubleshooting if necessary.
Tips For A Successful Backstory-Salesforce Integration
Set up your Integration User with the proper permissions for Backstory to pull and sync data to your Salesforce account.
The Backstory platform can only sync activities to Salesforce if the integration user is granted sufficient permissions. Setting these up accordingly will ensure that we don’t encounter any errors during processing and synchronization.
Here are some articles to help guide you through the setup:
Be conscious of your Salesforce account’s API limits, especially if you have many integrations running concurrently.
Salesforce is a multi-tenant environment, and each organization’s instance operates within strict API limits that govern code execution. It is essential to be aware of these limits, as many organizations share the same Salesforce resources. Try optimizing your processes to be as conservative and mindful as possible with API calls, especially when accounting for bulk processes used to send high volumes of data.
Disclose any custom Salesforce objects with custom triggers linked to other objects that may affect Backstory.
During implementation, our team will discuss with you common cases of processes that may block Backstory from performing specific actions. They will work with your Salesforce administrators and developers to ensure that none of your custom triggers are blocking Backstory from syncing activities. To avoid post-implementation sync issues, we highly recommend notifying us at support@backstory.ai if new custom triggers are added to any Salesforce objects.
Common Salesforce Errors
Both Backstory and Salesforce are highly complex platforms, so you may still encounter errors during integration setup or CRM sync. Below are some common Salesforce errors we have seen, along with steps to help resolve the issues.
Salesforce Error Message | Description | Backstory Recommendations |
CANNOT_EXECUTE_FLOW
_TRIGGER | An active flow trigger blocked the record from saving | Use Salesforce Workbench to locate the correct flow and match the error message ID to a flow trigger. |
CANNOT_INSERT_UPDATE
_ACTIVATE_ENTITY | Apex triggers may be blocking Backstory from syncing activities | Work with your Salesforce administrator to understand active Apex triggers and implement potential workarounds.
If the error is accompanied by “CPU time limit exceeded,” it is a result of Salesforce shutting down transactions that are taking too long. |
FIELD_CUSTOM_VALIDATION
_EXCEPTION | Error caused by the field custom validation rule. Usually, it occurs when you have a custom Apex trigger, which updates another Object | Please review the validation rules: Setup>Objects>Validation Rules. |
INSUFFICIENT_ACCESS_ON
_CROSS_REFERENCE_ENTITY | Integration User doesn’t have sufficient permissions to read or push activities to a specific object | Review your Integration User’s permissions and assign the appropriate permissions to read or push activities to specific objects. |
NOT AUTHORIZED | Integration User doesn't have permission to make API calls | Review your Integration User’s administrative privileges in Salesforce and ensure that "Manage Profiles" and "Permission Sets" are enabled. |
TOTAL REQUESTS LIMIT EXCEEDED | The daily API call limit has been reached. | Monitor data usage trends and integration user behavior to stay within Salesforce’s daily limits. API calls are reset 24 hours after they are used. |
UNABLE_TO_LOCK_ROW | There are different jobs running concurrently on the same set of records | Work with your Salesforce administrator to optimize processes that take place on the affected objects. |
If you are seeing instances of individual activities not syncing when they should be, check out this article on Troubleshooting: My Activity Didn’t Sync to Salesforce
Viewing CRM Errors in Backstory
Backstory now offers admins the ability to see any potential errors in the integration between Backstory and their CRM.
To access this page, navigate to the Settings cog in the top right corner, click on Integrations, and then click the Review Settings button.
Navigate to the Sync Log > Object Errors tab to view the errors for your CRM.
You can use the list above to troubleshoot the list of errors you see in the list.
Please reach out to us at support@backstory.ai for further assistance with any Salesforce errors you encounter!