Announcement

Collapse

Information Needed

See more
See less

I am in need of post installation support

Collapse
X
  • Filter
  • Time
  • Show
Clear All
new posts

  • I am in need of post installation support

    On December 4, I requested post installation assistance with C & P and Salesforce for both Donor Management (Payments as a Service) and Donor Management (PaaS) and Events. Salesforce ID 00D1a000000ZucW . I granted C & P access. On December 5, I got the following response: We reviewed and completed the post-installation steps in your instance. On December 6, I was told: Yes, you are all set and the donation will post automatically to your Salesforce instance. The opportunities will create based on the C&P Settings. You may send the responder immediately or may be delayed, it all depends on the settings. Autoresponder will send based on the settings/conditions.

    However, donations are not coming over as opportunities in Salesforce. I am still manually adding the opportunities.



    On December 7, I got the following email:

    Salesforce Connection Failure
    Sorry but we are unable to establish connection with your Salesforce instance. Your application is out-of-date and needs to be updated to the latest release prior to establishing connection. Please submit an upgrade request. Read more

    Account Information:
    • Click & Pledge account name: Rainbow Place Shelter for Homeless Women
    • Click & Pledge account #: 51421
    • Salesforce Organization ID: 00D1a000000ZucW

    If you have any questions please email us at
    Support@ClickandPledge.com

    I am soooo confused. I don't know what to do, This has become much more complicated than I ever expected. Is the C & P app I just installed out of date? Does C & P not work with older Salesforce NPSP versions?

    Lauren
    Last edited by Lauren; 12-19-2018, 08:44 AM.

  • #2
    Good day @Lauren

    Sorry for the confusion and inconvenience. Would you please share the username that is being used for the connection?

    The possible reason you have received the above message because the User that is being used for connection does not have permission to read the object. is the connected user an admin user?

    Regarding the opportunity not creating, would you please share the order numbers so that we can review what's going on?

    FYI, we had released PaaS and Events last week, if you allow us we will upgrade you with the latest version:

    Release 5.1812040001: December 13, 2018
    Release 9.1812170007: December 13, 2018
    Release 5.1812070004: December 13, 2018

    Regards,
    Click & Pledge Support Department

    On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

    Join us @ the educational webinars: https://clickandpledge.com/webinars/
    Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
    Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

    Comment


    • #3
      I am the user and also an admin. lauren@rainbowplace.org . There were only 2 transactions because I was not sure this was working, I did not change all of our donate buttons to point to C & P. Yes, please upgrade to the latest versions.

      Transaction IDs:
      10114610
      10145213

      Comment


      • #4
        Good day @Lauren

        I am not sure what those Transaction ID's refers to. However, we reviewed your C&P Account#51421 which is integrated with the following OrgID: 00D1a000000ZucW and found ONLY 2 transactions have been processed in this account and those transactions NOT posted to your Salesforce instance:

        Click image for larger version

Name:	51421.jpg
Views:	1
Size:	142.0 KB
ID:	43997

        When we reviewed the integration part, we found that the URL is NOT correct and need to replace with the following URL: https://na80.salesforce.com

        Click image for larger version

Name:	integration.jpg
Views:	0
Size:	77.6 KB
ID:	43998

        Please replace the URL as shown above and Verify the connection and let us know.

        We have upgraded your instance with the latest versions of our app.

        It is always best practice to re-establish the connection after each upgrade: To establish connection please see the following KB article: https://cnp.mn/Salesforce-Connection

        Looking forward to hearing back from you.
        Regards,
        Click & Pledge Support Department

        On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

        Join us @ the educational webinars: https://clickandpledge.com/webinars/
        Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
        Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

        Comment


        • #5
          I replaced the url as you instructed. Can you verify that everything should be working now?

          Yes, I am aware that the 2 transactions did not post in Salesforce. There are only 2 transactions because I have been afraid to switch over to C & P for processing because it has been such a complicated and error filled process.

          Comment


          • #6
            Great! now you see both of the transactions posted to your Salesforce instance and waiting for you to review and process from temporary contacts:

            Click image for larger version

Name:	Temp contact.jpg
Views:	2
Size:	102.8 KB
ID:	44018
            Regards,
            Click & Pledge Support Department

            On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

            Join us @ the educational webinars: https://clickandpledge.com/webinars/
            Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
            Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

            Comment


            • #7
              No idea what I am supposed to do with that. I see them as temporary contacts but don't know what action is required on my part. They are already existing contacts, so if you are asking me to somehow add them as new contacts, there is no need. I am hoping new donors will automatically be added as new contacts, but maybe I misunderstood. My main concern is that the opportunity did not seem to post. I thought that was part of what the integration does. I thought I would no longer have to manually add donations made through C & P.

              Comment


              • #8
                Hi Lauren,

                One of the problems inherent to any database is matching data that is just text to existing data. A computer sees 'Bob Smith' and 'Robert Smith', as two entirely different things.

                So when the copy of a transaction from your Click & Pledge account hits Salesforce, it's 'management' is then handed to the 'C&P Payment as a Service' (aka PaaS, or C&P Donor Management) to actually populate all the data into Salesforce.

                So a raw copy of that transaction data is recorded as a C&P Data record in Salesforce, and then PaaS looks at the C&P Settings > Contacts & Accounts to see what it should do with it.

                By default, PaaS installs with semi-automatic match mode, so it looks for a Salesforce Contact with the same first name, last name, and email. All 3 must be available, and if you have NPSP installed - be sure that you have set the 'Preferred Email' field.

                If there is no match, a 'Temporary Contact' is created so that your staff can review - because it is stunning how often one character is off, or someone is using their husband's email rather than their own. Here is the documentation on Processing a Temporary Contact

                Each time you match a transaction to an existing Contact, PaaS creates a related C&P Alias record to the Contact- so that variation is considered the next time a donor donates and uses the same first name, last name, and email they have previously, so the system 'learns'.

                If the bulk of your donations come from new donors, you can consider switching to 'Full Match Mode'- which just creates a new Contact if there is no perfect match on first, last, and email. But I would use this with caution - you may find that a lot of duplicates if you don't take advantage of reviewing Temporary Contacts.

                The match to a Contact record has to happen before PaaS creates an Opportunity - so if you're not seeing Opportunities you expect to see, it's a good idea to check your Temporary Contacts.

                You may want to review the Salesforce Donor Management and Event Management webinar to become better acquainted with how transaction data is added to Salesforce.

                Hope that helps, Amanda
                C&P Customer Advocate
                Last edited by CnP.LiveSupport.AB; 12-20-2018, 03:00 PM.
                Regards,
                Click & Pledge Support Department

                On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                Join us @ the educational webinars: https://clickandpledge.com/webinars/
                Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                Comment


                • #9
                  I understand. I tried to merge the contact and ended up losing the updated information from C & P. What do I select to be sure when I merge that I keep the most recent, up to date contact info?

                  Comment


                  • #10
                    Good day @Lauren

                    What do you mean by ended up losing the information from C&P? Please note that when you merge the contact from Temp contact, it will create the Alias under the main contact. In our earlier versions we have used to overwrite the contact information but on public demand, we have added the feature to create the Alias instead of overwriting the data, this way we save all of the data. If individuals want, they may manually overwrite the Alias information to the main contact.
                    Regards,
                    Click & Pledge Support Department

                    On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                    Join us @ the educational webinars: https://clickandpledge.com/webinars/
                    Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                    Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                    Comment

                    Working...
                    X