Hi Nadine, Thanks for the post and apologies you've been finding insufficient replies. My name is Ryan Costa and I am the Product Manager over the Cvent Salesforce App. I hope I can shed some light on the issues you're having.
Before that, I do want to address the gap between the legacy Cvent Salesforce connector (connector) and the newer Cvent Salesforce app (app). The old connector was technology that was dated, and candidly, not Salesforce's preferred method to integrate, as over the years the shift to native applications with the force.com has really become the standard for integrating. That said, the new app being a native app means that it is installed, configured, maintained, etc...all within Salesforce. We're using Salesforce APIs to make calls to Cvent to retrieve the data on the cadence that has been configured withing the Salesforce side settings. That means that error reporting and logging has shifted to the Salesforce side, rather than Cvent, and this is common for native applications living on the force.com platform. This means that someone in your SF administration side should monitor and maintain the app, which is a bit of departure from the legacy connector as that had more of a Cvent error reporting.
With error reporting now in Salesforce, we're able to add more commentary on why things fail. This is also helpful because we found even with the old connector, there were errors happening because of Salesforce-side settings/validations/rules/etc...that we are not privy to on the Cvent side.
If you're also administrating this from the Salesforce side, and/or need to provide more guidance to your Salesforce administrator, I can provide some high-level thouhts/guidance, but much of what I'll mention can be found here: https://developers.cvent.com/documentation/salesforce/troubleshooting-guide/
- if you go to your app switcher in the top left of Salesforce, search for Cvent Logs. This is similar to the report you may have found in Cvent with the connector, however it will only show errors/concerns. It will list items of concern but did not actually cause sync issues, and it will also show Errors, which would have failed records to sync. If you click into the record it can shed details as to what's happening. The guide I linked to also discusses turning on debug mode, which will give more human-readable context of the error, but your SF admin should be able to make heads/tails of the errors one way or the other to help troublehsoot.
- SF admins can also check Apex Jobs from the setup/admin area. This will show the scheduled jobs that are created to process the data and if it was successful or not, and if successful, how many records it processed. This doesn't provide as much guidance as the logs, but it can at least show you whether a batch of records was processed or not, and if not, which of the processes failed. We can then help troubleshoot more as needed (more on that later).
- Going back to the app picker, search for Attendee Temp Records; this is where all Cvent attendee records are held until they are matched with a Salesforce Contact, Lead, or Person account. This is a bit more like the legacy report from Cvent, where it shows all attendees and if they were successfully processed or not. If there is error, you can click on that record and see what error occurred.
- In general, I see the major types of errors falling into a few categories, and perhaps this will help you in your search to find a solution:
- Incomplete app configuration; sometimes steps are skipped and result in errors, such as not doing any record matching, etc...
- Person who setup the app doesn't have the full permissions to install the app in Salesforce; ideally a Salesforce System Administrator should install the app.
- Mismatching field types or Cvent fields with different character limits in Salesforce. There are ways to map different Cvent field types to different Salesforce field types, as well as change picklists to text areas, etc...this goes hand in hand with the incomplete app config mentioned earlier.
- Existing Salesforce system rules/validations outside of our app that prevent a process from happening. Here is an example, but this is not the only type of issue that could happen so it would be important to coordinate with your Salesforce System Administrator to see what types of rules/validations/etc...: In the Cvent Salesforce App you can have the app create new contacts or leads when we do not find a match to an existing Salesforce contact or lead. We've seen it where customers have existing rules and validations that need to be met before a contact or lead can be created. As we (Cvent) would not know what types of rules/validations are in place, we rely on the Salesforce System Administrator to understand there may need to be some alterations made to existing rules/validations in order for the app to behave as intended, or to determine that you do not want to allow Cvent to create contacts/leads. Again, this is just an example, but I hope it shows some of the unknowns that we have on our side and suggest a strong partnership with your Salesforce System Administrator to review such requirements are in line with your SF org and what on either side might need some altering to ensure it works correctly.
Lastly, I do want to mention that we have a team of solutions specialists focused on integrations, so please feel free to submit cases and/or reach out to your support team(s) to escalate issues accordingly. This may require calls with your Salesforce System Administrator and/or proxy access to your Salesforce org to help troubleshoot, but we absolutely want to make sure you're getting value out of the integration.
If for some reason there are concerns with the app being a viable integration solution, we do offer other integration options, such as using our webhooks (one-way integration from Cvent to Salesforce), or using a Cvent team to help tailor a more customized integration experience.
Please let us know if there are any other concerns, and thanks again for the post!
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Ryan Costa
Mas33United States
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Original Message:
Sent: 02-14-2023 19:20
From: Nadine Demyanovich
Subject: Salesforce Integration Report
Hi, this has been an issue for me as well. In Cvent Salesforce integration legacy, Cvent had a great report that included all fields, event title, contact name, and if it was a success or failure along with the error message. I have been getting the same canned response from Cvent, all reports live in Salesforce now. However, guidance from Cvent on best practice that would allow the admins to monitor the success or failure of the integration, along with a field that shows the error is critical. Why isn't Cvent helping to resolve this for their clients?
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Nadine Demyanovich
Cvent Administrator
Illumina, Inc.
Original Message:
Sent: 06-08-2022 12:55
From: Edward Boone
Subject: Salesforce Integration Report
I would like to run a Salesforce Integration Report yet such a report does not seem to be available in our Cvent instance. I presume there is an Admin setting to activate this type of report?
#ReportingandInsights
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Edward Boone
Director Knowledge Management
Forum for Theological ExplorationUnited States
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