Troubleshooting Missing Fields in Outreach Plugin

Symptom

The purpose of this article is to provide information to Outreach admins regarding common occurrences that can prevent CRM fields from appearing in Outreach. 

Applies To

• Outreach Admins

Resolution

Field-Level Security Isn't Set Up Correctly

For Outreach to sync fields from your CRM, you need to ensure you have the correct field-level security settings. Within the CRM, an Admin must enable Field Level Security for Type Fields to allow updates and changes to be reflected in Outreach. For more information on field-level security settings in Salesforce, refer to the Setting Salesforce Field-Level Security for Type Fields article. 

Field is not Visible on the Associated Object Layout

For Outreach to see the field you're trying to map, it must be visible on the object layout. For example, if you're trying to add a new lead field, the lead field must be added and visible on the lead layout on the object in your CRM.

Plugin In-App Refresh Required

If your field was recently added to the object in your CRM, the field-level security is set up correctly, and the field is visible on the layout, the issue could be may need to wait a few minutes for the field to be pulled into Outreach. If you've already waited a few minutes and still don't see the new field, you can refresh the plugin or go into the specific Object and perform an in-app Refresh to force pull in the information you need. Just click on the refresh button from the top-right of the screen under the CRM>Object.

Blank or Duplicate Field Mapping on Type Field in Outreach

If you've followed all of the above, you'll need to also ensure you do not have an Outreach field that is mapped to a blank field or an Outreach field that is mapped to multiple fields. On each of the object layouts, make sure you do not have either of the following:

Blank Field Mapping

Duplicate Field Mapping