Overview
The advocate checkbox in Salesforce was not functioning as expected, particularly for existing advocates. This issue was due to a data synchronization failure where the "AdvocateHub__Date_Joined_AdvocateHub__c" field was not populated for existing advocates. The problem was identified as a timeout error in the MultipleMan message queue system, which prevented data from being synced. A data backfill operation was performed to resolve the issue for new advocates.
Information
Issue: Advocate checkbox in Salesforce not functioning for existing advocates
Error Message: No specific error message, but the checkbox was not checked for existing advocates.
Cause: The "AdvocateHub__Date_Joined_AdvocateHub__c" field was not populated for existing advocates due to a data synchronization failure caused by a timeout error in the MultipleMan message queue system.
Resolution Steps:
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Verify Field API Name:
- Ensure the API name of the "Date Joined Advocate Hub" field is "AdvocateHub__Date_Joined_AdvocateHub__c".
- Navigate to the Contact fields list in Salesforce and check the "API Name" column.
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Perform Data Backfill:
- Access the customer's hub and trigger a data backfill to populate the "AdvocateHub__Date_Joined_AdvocateHub__c" field for existing advocates.
- Monitor the backfill process to ensure completion.
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Check MultipleMan Status:
- Verify the health of the MultipleMan message queue system.
- Review recent sync failures and timeout errors affecting advocate data.
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Retry Mechanism:
- Implement an automatic retry mechanism for failed advocate syncs to ensure data consistency.
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Verify Resolution:
- Test the advocate checkbox on known advocate and non-advocate contacts.
- Confirm that the checkbox is checked for advocates with a populated "Date Joined Advocate Hub" field.
Note: If issues persist, contact support for further assistance and provide specific examples of the affected records.
Frequently Asked Questions
- How do I know if this issue applies to my situation?
- If the advocate checkbox in Salesforce is not checked for existing advocates, and the "AdvocateHub__Date_Joined_AdvocateHub__c" field is not populated, this issue may apply to you.
- What should I do if the checkbox is still not working after the backfill?
- Ensure that the data backfill was completed successfully and check for any sync errors in the MultipleMan message queue system. If the issue persists, contact support for further investigation.
- Can I manually populate the "Date Joined Advocate Hub" field for existing advocates?
- While manual updates are possible, it is recommended to use the data backfill process to ensure consistency and avoid potential errors.
Priyanka Bhotika
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