The CRM Sync Results dashboard gives you one place to review, troubleshoot, and resolve issues with your two-way CRM sync. It works with Salesforce, Dynamics, Sugar, and NetSuite, and shows both the data Act-On pulls in from your CRM and the updates Act-On pushes back out.
Quick Reference (Advanced Users) - Click to Expand
- Open the dashboard: Data Management > Sync Results.
- Pull tab (CRM to Act-On): Hover the most recent error bar for details, then click View Details to see the error type, "Learn More" link, and full error message.
- Push tab (Act-On to CRM): Filter to 7, 30, or 60 days. Source cards (Forms, Scoring, Programs, Contact Updates) group errors by origin; the table below groups the same errors by Error ID.
- Bulk-fix errors: On a Push error, choose Resolve error > update the offending field value > Update and continue. Toggle off Apply to all records to fix one record at a time.
- Retry without a field change: Use Retry Sync for general CRM errors that need an admin fix.
- Email alerts: Profile > Notifications > toggle CRM pull sync errors and/or CRM push sync errors.
You'll find the dashboard on the Data Management page, under Sync Results.
The dashboard has two views: CRM to Act-On (Pull) and Act-On to CRM (Push). A red badge on either tab means errors are waiting for you to review.
CRM to Act-On (Pull)
Act-On refreshes data from your CRM on a schedule you set on the CRM sync page. The Pull view gives you an overview of past sync results along with details on the most recent sync.
Red bars show historical errors. In the example above, those errors were resolved and the most recent sync ran successfully. If your most recent sync failed, the error details appear on this page. Hover over the most recent error bar to see a quick summary.
Click View Details to see more about the error. In the example shown, it's a simple authentication error that you can fix by updating the password in Connectors settings. Once the password is updated, retry the sync from this dashboard or from the Sync Schedule page.
Each error type includes a Learn More link with tips for resolving the issue. If the error isn't easily resolved, open Full Error Message and copy the details for a support ticket.
Act-On to CRM (Push)
Act-On pushes contact changes to your CRM whenever a contact is edited, or when a Form submission or Automated Program triggers a push. Act-On may also update the CRM with the Act-On Score on a schedule. The Push view shows what has been sent and flags anything that didn't make it.
By default the dashboard shows the last 30 days of errors. Use the filter in the upper right to switch to 7 or 60 days. The top row of cards groups errors by source: Forms, Scoring, Programs, and Contact Updates. Click any card to see the errors that came from that source.
Below the source cards, the same errors are grouped by Error ID. This view is helpful when the same underlying issue affects records coming from more than one source, since you can resolve them together.
For each error type, use the menu to View Details (or click on the Records Impacted to get to the same place). If you've already addressed the issue another way, choose Ignore to remove it (for all affected records) from the dashboard.
Choose Resolve error to step through a fix for every impacted record. Choose View Details to dig deeper:
The details view lists the records individually so you can ignore, resolve, or open the contact report one at a time. At the top you'll see groups of records that can be resolved together. In the example, the error is "Invalid Picklist Value," which means Act-On is trying to send a value the CRM won't accept. Several records have a problem with the Custom Rating field. Press the Resolve button in the upper section to correct them all at once.
Pressing Resolve lets you fix the Rating field for multiple records at once or one at a time.
You can see the Errors Summary, the Raw error (this is the message we got from your CRM) and the Sync payload (this is the raw data we tried to send to the CRM). If the error came from a form submission, you'll also see the Form submission tab here.
Usually, the field to update will be selected for you. If it's not, select the field that is mentioned in the error. Enter the new, correct value. If the contact record has been updated since this error occurred, the new value may be populated with the most current information. You can try to sync this, or you can edit it here.
If you aren't ready to fix these yet, use the More Actions to Skip these records to move on without removing the error from the dashboard. From here you can also Ignore the error, which will permanently dismiss this error. To fix records individually, toggle off Apply to all records.
When you press Sync and continue, the new value is saved to the contact record and re-pushed to the CRM. The error is then removed from the dashboard. If any further errors occur, a new error will appear.
Some errors don't need a field update because they point to a broader issue with your CRM. For these, you may need to work with your CRM administrator. Once the underlying issue is fixed, use the dashboard's Resolve Error option to retry the push for all impacted records.
After you press Retry Sync, the error is removed from the dashboard and a batch retry runs. If a new error occurs, it will appear on the dashboard shortly.
CRM Error Email Alerts
You can subscribe to email alerts that notify you when errors occur, up to every four hours. To turn them on, click your name in the upper right of the Act-On application and choose Profile. Open the Notifications tab and toggle on CRM pull sync errors and/or CRM push sync errors.