Symptom
Expected CRM fields do not appear in Outreach.
Applies To
- Outreach Admins
Before you begin
- If the object has multiple layouts, it will use the one set as default for the integration user.
Resolution
Ensure Field-Level Security Is 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, you can refer to these articles:
Setting Salesforce (Classic) Field-Level Security for Type Fields.
Setting Salesforce (Lightning) Field-Level Security for Type Fields.
Ensure the Field is 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.
Refresh the Plugin In-App
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, you may simply 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 manually refresh the plugin or go into the specific Object and perform an in-app Refresh to force pull in the information you need. To do so, on the CRM object page, at the top-right of the field mappings list, click the refresh button.
Eliminate Blank or Duplicate Field Mappings
After the above, on each of the object layouts, also make sure you do NOT have any Outreach fields that are either:
-
mapped to a blank field
-
mapped to multiple fields