Troubleshooting Outreach Activities Not Syncing to the CRM

Objective

The purpose of this article is to provide direction to Outreach Admins in troubleshooting activities not syncing from Outreach to a CRM.

Applies To

Outreach Admins

Notes

Admin permission is required to complete this process.
Outreach recommends confirming the CRM plugin has been connected and configured. For more information on configuring a CRM refer to the Salesforce Plugin Configuration training module.
Activities can be viewed on the Prospect record or in the associated Outreach list view (i.e. Outbox, Calls, etc.).

Before Completing This Process, the Admin has

Confirmed the CRM is connected.
Confirmed the activity is visible in the Outreach platform.

Procedure

Access the Outreach Platform.
Determine if the activity is visible in Outreach:
If the activity is... Then...

Visible in Outreach Proceed to Step 3.
Not visible in Outreach
Contact Outreach Support.

No further action is required.
Determine if the CRM Plugin is connected:
If the CRM Plugin is... Then...

Connected Proceed to Step 4.
Not connected
Reconnect the CRM Plugin.

Proceed to Step 4.

Determine if the org is using advanced task mapping or standard task mapping:

If the mapping is...	Then...
Standard	Access the Prospect record. Click Activity in the menu tab. Select Plugin Push Event from the dropdown menu. Access Salesforce. Proceed to Step 10.
Advanced	Access the applicable List View. Example: To access a call task activity, click the Calls (phone) icon in the navigation sidebar. Click to select the applicable activities to sync. Click the More Options (...) icon. Select Synchronize with Salesforce. Select Push Up to Salesforce. Click to enable the Force Update option. Click Sync. Proceed to Step 5.

Determine if the activity syncs:
If the activity... Then...
Syncs
Issue resolved.

No further action is required.
Does not sync Proceed to Step 6.

Determine which activity is not syncing:

If the activity is...	Then...
Email	Access the CRM Plugin Settings. Click Types in the menu bar. Click the Task <> Mailing object. Proceed to Step 7.
Call	Access the CRM Plugin Settings. Click Types in the menu bar. Click the Task <> Call object. Proceed to Step 7.
Generic Task	Access the CRM Plugin Settings. Click Types in the menu bar. Click the Task <> Task object. Proceed to Step 7.

Determine if the Automatically push changes to Salesforce option is enabled.
If the push option is... Then...

Enabled Proceed to Step 8.
Disabled
Click to enable the Automatically push changes to Salesforce option.

Click Save.

Proceed to Step 8.
Retry syncing the activity and determine if the activity syncs:
If the activity... Then...
Syncs
Issue resolved.

No further action is required.
Does not sync Proceed to Step 9.

Determine if the Outbound Create option is enabled:

If Outbound Create is...	Then...
Enabled	Click the Users icon (single silhouette) in the navigation sidebar. Clear the Active tag. Search for the user tied to the activity in question. Proceed to Step 11.
Disabled	Click to enable the Outbound Create option. Add conditions as applicable. Proceed to Step 10.

Note: Outbound Create and Inbound Update configurations are not required for this troubleshooting process. For more information on Outbound Create conditions for an activity, refer to the Advanced Task Mapping FAQs article.

Retry syncing the activity and determine if the activity syncs:

If the activity...	Then...
Syncs	Issue resolved. No further action is required.
Does not sync	Click the Users icon (single silhouette) in the navigation sidebar. Clear the Active tag. Search for the user tied to the activity in question. Proceed to Step 11.

Determine if there is a locked, duplicate user:

If a duplicate, locked user is...	Then...
Present	Access the User object in the Plugin settings. Click Mappings in the menu bar. Search the user's unique Salesforce ID. Proceed to Step 12. Note: User mapping is only searchable by the unique Salesforce ID. For more information on locating a user's Salesforce ID, refer to the Find the Salesforce ID of a User or profile article.
Not present	Contact Outreach Support. No further action is required. Note: Include the completed troubleshooting steps in the support ticket as applicable.

Determine if the user's Salesforce ID is present:

If the SFDC ID is...	Then...
Present	Remove the user. Add/Map the user. Click Save. Proceed to Step 13.
Not present	Contact the Salesforce Admin for further direction. No further action is required.

Note: The SFDC User ID is present in the URL of an active instance in Salesforce. For more information, refer to the Find the Salesforce ID for a User or profile article.

Retry syncing the activity and determine if the activity syncs:

If the activity...	Then...
Syncs	Issue resolved. No further action is required.
Does not sync	Contact Outreach Support. No further action is required. Note: Include the completed troubleshooting steps in the support ticket as applicable.