Alyce for Salesforce FAQs

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I am getting a message saying I am not part of an Alyce team in Salesforce, but I know I am. What’s happening?

The most common reason this happens is because the email address the user uses to log into Salesforce and Alyce are not the same. The emails addresses (not SF username) need to match exactly or teams cannot be associated to the user.

 

I am getting an error when I try to send an Alyce gift from Salesforce that looks like this - what is causing this?

The email address they are using to log into Salesforce is not the same as the email address they use to log into Alyce. The two must match, with the email address from Salesforce taking priority. You’ll need to confirm this and adjust the email address in Alyce to match.

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How can a user log out of Alyce in Salesforce?

At this time we do not have a feature that allows a user to log out of Salesforce themselves. A member of the Alyce team must reset their password which will then force them to be logged out of Salesforce.

 

How can I have an invitation accepted and not have invitation delivered data in Salesforce? Why are my number of gifts in Salesforce lower than what is reported in the Alyce Dashboard?

The likely cause of this is gifts not being associated with contacts. This happens when there are duplicate contact records in Salesforce and the Alyce system doesn’t know how to associate. Use the Alyce Isolated Gifts report to see who these people are and manually attach them to a contact/lead. 

 

The gift is associated with the right contact or lead, but for some reason the campaign was not automatically associated.

You’ll need to manually associate the campaign to that gift and contact/lead. This is rare but occasionally if the scheduled jobs aren’t able to run on schedule, data can get dropped off, especially if you have more than 100 jobs running in a given period.

 

Why are the statuses / data in Alyce different than what I see in Salesforce?

There can be a delay caused by the fullness of your company’s APEX job queue. The Alyce for Salesforce integration synchronizes data from Alyce to Salesforce using jobs that run at a minimum 1 time per hour. If the queue is full, the job for updating information will get moved to the next available slot. In some cases, this could be a few days. Additionally, there is a 100 gifts limit per job run.  Chat with your Salesforce Admin to see if this could be an issue.

With versions 1.85 or later of the package, a "Refresh Gift Details" button is available on the Gift Object which allows a user to update the single gift in real time. This is available by default with new installations.  Please contact solutions@alyce.com if you require assistance adding this custom button to the layout when upgrading from an earlier package version.

 

My gifts are being assigned to the Integration user (Salesforce Admin) and not the sender in Alyce. What should I do?

Alyce looks at the sender's email in Alyce and matches that with the user in Salesforce to assign the gift owner. If there is no user in Salesforce with the same email address as what we have in Alyce, we automatically assign it to the Integration user. If you are experiencing this problem, it is likely that the email address we have for the Alyce user is not the same as the email address they use for Salesforce. You’ll need to update the email address in Alyce to match the one used in Salesforce.

 

What happens if I merge two records that have Alyce gift data?
If you merge two or more records together, the information will update on the contact record to reflect the most recent gift information based on what was merged for that record. For example if you sent a gift to a lead in March and then to that persons contact record in April, the April gift would show up in the “most recent” fields on the Salesforce record.

What happens if I merge two records and only one has Alyce gift data?
With most tools for merging there is an option to migrate child records to the merged record.  Alyce Gifts is a child record and can be merged as such. 

 

If we test in Sandbox, can we then just push directly into production?

You cannot. You will need to reinstall the package into your live instance of Salesforce and configure it completely there.

 

Does the package update automatically when you release a new version?

It does not. Our team will alert your team when a new package is available for you to upgrade to.

 

How often do scheduled jobs run in Salesforce?

Our batch jobs for gifts run every 5 minutes and batch jobs for updating campaigns run every 10 minutes by default. However, as part of the package installation, we assess your job queue and if there is not availability to run this schedule we move to running both batch jobs each hour. If the queue is completely full, we push our jobs to the next 24 hour period and automatically assess. This helps not overload the job queue in systems that are very full or busy.

To reduce frequency, go to Setup-> Jobs -> Scheduled Jobs and adjust the scheduled jobs in the list by removing some Alyce jobs (not all!). For example, you might want to remove odd or even number jobs, or set it up so jobs only run one of each type per hour. You can do this after the package has been installed and the first sync has run by clicking "synchronize all gifts." This is true for all packages.

NOTE: There is a 100 gifts limit per job run, so be sure that your job schedule can accommodate the expected volume of gift activity.


What do the scheduled jobs do?

AlyceBulkGiftDataCheck - Gift synchronization from Alyce to Salesforce

AlyceBulkRetrieveCampaigns - Campaign synchronization from Alyce to Salesforce

AlyceBulkUpdateAlyceCampaigns - Campaign synchronization from Salesforce to Alyce.  Currently this is only used to pass Salesforce Campaign ID.

NOTE: Both campaign jobs are leveraged only in conjunction with the Automated Campaign Creation feature (Step 7 of the Alyce Administration Page).  If this feature is not enabled, these jobs will appropriately appear as "Stopped".

 

I understand your integration is one directional, but some information must be passed from Salesforce to Alyce for this all to work.  Can you detail that?

Correct, our current package is a one-way sync of gifts information from Alyce to Salesforce.  We do not return gifts information from Salesforce into Alyce.  The data that does flow from Salesforce to Alyce is as follows:

  • Any time a Salesforce User accesses any Alyce features, Salesforce will pass the User's email and access token to check the authorization.
  • With each request, Salesforce will pass the Alyce Organization Access Token, Salesforce Organization Id, Organization Name, and version of the installed package to identify and authorize each customer.
  • When a User clicks the “Send Alyce Gift” button on a Contact, the following data is passed from Salesforce to Alyce: Contact Id, First Name, Last Name, Contact Account Name, Contact Email
  • When a User clicks the “Send Alyce Gift” button on a Lead, the the following data is passed from Salesforce to Alyce: Lead Id, First Name, Last Name, Lead Company Name, Lead Email
  • When a User completes the gifting flow (after clicking the "Send Alyce Gift" button), Salesforce sends a request to Alyce to retrieve all gift details and update the Gift.
  • When a User clicks the “Refresh Gift Details” button on the Gift object, Salesforce sends the request to Alyce to retrieve all gift details and update the Gift.
  • When a User clicks the “Connect with Alyce” button on the Alyce Visualforce widget on the Campaign page, we send the Campaign Id and Campaign Name to Alyce to setup the Salesforce <-> Alyce campaign connection.
  • We pass all apex exceptions handled by our package to our Rollbar Instance to be able to identify and fix issues proactively.

 

If I am sending a gift from Salesforce, do I have to wait for the scheduled jobs to run before I will see data?

No, gifts will appear immediately, but gift status will not be updated until the next sync.

 

Can I update gift data in real time without waiting for a scheduled job?

Yes. With versions 1.85 or later of the package, a "Refresh Gift Details" button is available on the Gift Object which allows a user to update the single gift in real time. This is available by default with new installations.  Please contact solutions@alyce.com if you require assistance adding this custom button to the layout when upgrading from an earlier package version.

 

If I am connecting a campaign manually from Salesforce to Alyce, do I have to wait for the scheduled jobs to run before the campaign connects?

No, the campaign will appear immediately in Alyce after the connection is made.

 

Can I change the name of the campaign in Salesforce or Alyce once the campaigns have been synchronized?

Yes.  Changing the campaign name, in either or both locations, will have no impact on the sync.  The campaigns will remain connected.

 

Does the integration us API calls or Apex Scheduled jobs?

Apex scheduled jobs. API usage is very low; less than 100 per 24hr period.

 

Can we set up a custom user to install the Alyce integration? What permissions do they need?

Yes, you can set up a custom integration user if your choose for Alyce. The user needs a system administrator profile.

 

What permissions does an Integration User need to manage the Alyce Administration Page?

The user will need the Modify All Data permission.

NOTE: User must have an Alyce.com account with the same email address as their Salesforce email.

 

What happens if the Integration User has their account removed from Salesforce or Alyce?

In both cases, the integration will be stopped.

 

What is the "Alyce Permission Set" that is assigned during installation?

The Alyce Permission Set is necessary for all users that will use the Alyce package. This permission set provides read/write access to all fields managed by the Alyce package, including Alyce fields on the Account, Contact and Lead objects. NOTE: Fields can be made read-only (recommended) when configuring page layouts in Classic and/or Lightning. No additional action should be taken to set field level security and nothing should be set at the profile level.  
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