Trouble Adding Account

[jadekeena]

Sorry if this is not the right channel! We are trying to add a new account to Salesforce. I followed the steps outlined here to integrate on the C&P side, but the account is not showing up on our C&P Accounts list in C&P Settings on Salesforce. How long does it take to populate there? Is there anything I can do to speed it up?

[CnP.Support]

Good day jadekeena

With the new system the information will be added once you establish connection in the portal. Given you have many accounts under your userid we need to know which account you are connecting.

Also-- are these accounts all pointing to the same Salesforce instance?

May we have access to your account and the Salesforce Org ID as well as the account number you are connecting?

There is only one condition that the connection will not add and that is if the user does not have permission to the object. Once we know the connected user we can figure out why.

[jadekeena]

As far as I can tell everything is connected via the portal. I upgraded our C&P apps as well. We are trying to connect Minds Matter Detroit. All accounts point to the same Salesforce instance, yes. I'm a system admin so I imagine I should have access to the object. Maybe I missed a step in the portal connection? Our Salesforce Org ID is 00Di0000000gqFY and the C&P Account for Minds Matter Detroit is 35342. I've granted login access to C&P support for my Salesforce account. Thanks!

[jadekeena]

Hi, any update here?

[CnP.Support]

Good day jadekeena

Sorry we forgot to update the thread. We looked into your account and need to know the following:

There are 2 connections in the Portal.

• Shared
• Direct

Salesforce has a limit of 4 direct connections so if you connect 4 accounts using direct all of them will lose connection as soon as you connect the 5th connection. This is a Salesforce limitation.

This is why we introduced The shared connection a few releases ago. Organizations with multiple accounts need to connect ONLY 1 account as DIRECT and the rest as SHARED. Once you connect one account as Direct then you may choose that account for all the other ones as the shared source.

In C&P your organization has a large number of accounts. You will not be able to connect all of them to Salesforce using OAuth so please connect one and then connect the rest using shared.

If it does not work, are you able to attend our office hour today?

[jadekeena]

Hi! I know that this is a salesforce limitation because I'm actually the person who discovered it and brought it to your attention. We have 14 total accounts. Only one (Minds Matter National) is directly connected to Salesforce, the rest are set up with a Shared connection in C&P, including the new Minds Matter Detroit account that we are attempting to set up. All of our other connections are fine and working correctly, it's just this new account that will not appear in the Accounts list in Salesforce.
Unfortunately I cannot attend office hours today, but if my connection is set up correctly (which I believe it is but feel free to check it out and confirm), then office hours won't help me as the issue isn't on my end, as far as I can tell.

[CnP.Support]

Good day jadekeena

Please see:



None of the accounts are currently updated with the latest release.

Please go to the primary account and establish connection. I wish we could do this for you but we do not have the userid & password for the user that connects. Please go the TOP account, the one that is DIRECT connected and re-establish connection.

Let me know when that has been done so I check the account.

Thank you.

[jadekeena]

OK I did this (by the way do I need to re-establish the connection every time i update C&P's apps? If so, can I request that you have the system send an automated email or something reminding people of this? This seems like a very big thing to just remember to do, unless it's clearly documented somewhere I don't know about). I see a connection for the MM National account, no others. See attached, still no Detroit on the list as well.

[CnP.Support]

Good day jadekeena

Sorry for the inconvenience. You do not need to do this each time for the connections.

All your legacy connections and whatever was connected is still connected. The fields are you are seeing are new fields that were added and as such not showing unless you post data to it. As stated your connections are intact.

The new fields need to be updated. With the SHARED connections all you have to do is login and click on the verify again to post the data so the form updates.

As for the notice we have been letting everyone know when we post the update notice. When we upgrade the instance we always say the following:

"It is absolutely important that you re-establish connection between Click & Pledge and Salesforce. With this update C&P Accounts are no longer needed to be added to Salesforce as the connection will automatically add the required information to Salesforce. It is extremely important that you login to the portal & re-establish connection. To establish connection please see the following KB article: http://help.clickandpledge.com/customer/en/portal/articles/803669-how-to-connect-click-pledge-and-salesforc"

Once you verify each shared account all information will post.

The new fields are not stored anywhere.. once you re-establish you will not need to do anything moving forward- unless we again add another field. We do not have any fields in mind at this time that may help the clients.

Once we upgrade an instance, Salesforce at times resets the OAuth token. Moving forward all your have to do is to re-establish connection with the DIRECT account and none of the shared ones.

Hope that helps. Please let me know when you update the SHARED ones.

[jadekeena]

OK got it and now Detroit is showing so I'm all set. Thanks for your help!

[CnP.Support]

Good day jadekeena

Great.. I see that it is all connected. I hope you see the feature and why it was not showing. You are all set.



Now each time you visit this page you will see if your DIRECT connection is actually connected. Each time you open this page it actually verifies the user that is connected to make sure it is ACTIVE. We see this happen a lot when people actually disable the connected user and wonder why data is not posting. Now you see the full picture.

We also have removed addition of accounts since when any new account connects it automatically shows. This removes a major step in post-installation.

You also see which account is being used for each SHARED connection. This will help debug any issues when connections have problem.

Thank you again for helping us identify the OAuth issue. Too many moving parts. Hopefully it simplifies as we move forward.

Have a grand day.