Camp Kesem Support Needed - Access Granted

[Lauren Trani]

Hi Kamran,

So sorry for the delay- we spoke last week during office hours about issues we were experiencing with C&P Connections and soft credits not saving properly. Below is an example of a connection that was created properly, but did not save correctly. We have granted your support team access for a week to look into this issue. Please let us know as soon as a solution is found, as we are in the midst of a very large campaign and soft credits connections are critical.


Thank you,
Lauren

Org. Id:00Di0000000Yv8R

[CnP.Support]

Good day!

Sorry for the late reply- on the day you started this thread we set up 2 contacts and did several test transactions. Based on the test all worked as expected. Please see below:

the condition:


2 accounts were created: Account Verification 1, Account Verification 2

Account Verification 1:



and the Account Verification 2:


all seems to work as expected.

We tried to review the transaction you are referring to but we no longer have access to your account. Please extend our access so we can test the specific transaction.

The Account Verification 1 & 2 are in your account so you may review them for reference.

Once we have access we will review the specific case.

[Lauren Trani]

Thank you for looking into this. I've re-granted access so you can see what we're seeing. We set up our C&P Connections as follows and are still experiencing errors. Any help would be greatly appreciated.

[CnP.Support]

Good day!

The way you have it set up the system will not give soft credit - it will only create a contact role.

The contact role will be created for this person when the main contact makes a donation. Are you not seeing this?

[Lauren Trani]

Good day!

The way you have it set up the system will not give soft credit - it will only create a contact role.

The contact role will be created for this person when the main contact makes a donation. Are you not seeing this?

We need to create a contact role in order to establish a soft credit connection. In this case, even the contact role is not being created...What should we do?

[CnP.Support]

Good day!

Looking at opportunity ID - https://na15.salesforce.com/006i000000TlM7QAAV



Based on the above screen the role is set exactly as it should.

Is this not what you are expecting?

[Lauren Trani]

Hi there- No, we are still experiencing the error. If you reference the example I sent originally (Sean O'Leary) in our instance, you will see that is not set up correctly, as the contact role for Jane Saccaro is. We need this error resolved immediately, as it is impeding an event that we are hosting in one week. If it is easier, please call me at (925) 324-6648. Thank you.

[CnP.Support]

Good day!

We have tried logging into your account (Salesforce Organization ID: 00Di0000000Yv8R) and don't have access anymore.

If you wish to talk to a support engineer please contact premiere support- our free support options include email, office hours, and forum. Information about our premiere support is at: http://clickandpledge.com/support/

We have reviewed your instance before and have tested it several times and all appear to work. We could be wrong as you are indicating.

Please grant us login access so we can take a screen shot of each aspect and compare to what you expect.

Let us know when we have access so we can proceed.