Emma and SFDC not Sychning Properly

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We have gone through the integration of Emma and SFDC.  In the Emma Setup in SFDC, it says that Setup Status is good and that the synch status is complete.  The issue we run into is going into Emma Mailings and we don't see any and we have sent quite a few.  This leads me to believe that the synching is not working correctly.  
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ikeGPS

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Posted 5 years ago

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Benton Cummings, Senior Manager, Customer Support

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Hi ikeGPS,
Emma emails sent prior to the integration setup won't actually show up in Emma Mailings of your Salesforce account. You'll only see mailings that were sent after the Emma/Salesforce integration setup date.

Have you sent any mailings after the setup that aren't showing up for you? We'd want to jump into your account to take a look if that's the case!

You can read some great info on how the Salesforce integration works in our FAQ page here.

I hope this helps!
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ikeGPS

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Benton,

I have sent quite a few since the integration setup and they are not showing up.  What do you need from me to be able to take a look?

Thanks,
Shannon
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ikeGPS

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Benton,

I read the FAQ page and was able to grant Emma Support access.

Thank you,
Shannon
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Benton Cummings, Senior Manager, Customer Support

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Perfect! We'll jump into your account to do some digging, and I'll circle back up here to let you know what we find.

Thanks!
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Josh Asres, Technical Support Specialist

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Hi ikeGPS,

I took a look at your Saleforce account, and I see you're using the Professional version. We're very close to making live an ungraded version of the integration that will completely rework how data is communicated through our open API, and I expect that will fix the syncing issues you're experiencing. A common core to almost all of the trouble that your account is experiencing is a limitation in Salesforce Professional edition’s ability to process large amounts of data (required by the integration for even relatively simple updates) in small increments. For users of Salesforce Enterprise edition and above, we’re able to take advantage of webhooks, which allow for very fast connectivity without a very large data syncing footprint. Effectively, we tell Salesforce which record needs changing, and the integration changes it.


Because this functionality isn’t available for Professional edition, we have to rely on “polling,” which basically prompts your Salesforce account to look at all of the data relating to your integration whenever it’s alerted of an update. So when you make a simple update, the integration has to kick off a full scan of the system to locate the record(s) that need updating, and we're seeing error messages in your apex logs resulting of “polling” attempts to query all of the information you’ve synced across platforms to look for changes that it should make. The traditional solution to problems like that is to “batch” the requests so that you’re only ever asking about, say, 500 rows at a time. However, Salesforce has some limitations to integration activity in place that currently prevent us from doing this effectively.


The fix for these issues requires a reworking of the application at a more foundational level -- moving the integration to a Salesforce Connected App -- and we are super duper close to having that work completed. We have contracted with outside Salesforce developers for the development of this integration, and as of now, those outside developers have a demo booked with us for Tuesday afternoon. Assuming we're happy with the version they demo on Tuesday, we should be able to roll through our internal regression testing on the product they deliver late next week. If our internal regression testing produces up-to-Emma-standard results, I expect we'll have this ready to go live in additional customer accounts the following week.


I’ve got this case open in my queue, and as soon as we’re ready to push this to your Salesforce org, you’ll hear from my by email (and our team will handle all of the setup work to get you rolling on the upgraded version). Once you're on the Connected App version of Emma for Saleforce, your integration should be on par with the Enterprise edition in terms of speed and functionality. Yay!


Thanks for all of your patience as we get through the homestretch on this! Until we get the Connected App live in your account, you may want to rely on the traditional import process within Emma to create your audience groups, rather than attempting to sync those over through the integration. If I can provide any further Emma for Salesforce assistance in the mean time, please let me know. Always happy to help!

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ikeGPS

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Thank you for the update.  Look forward to the new functionality.
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Katie Watts, Support Team Manager

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Good afternoon, ikeGPS.

I'm managing the regression testing of the upgraded Connected App version of the Emma for Salesforce integration. I've created an Emma Community thread where I'm providing regular updates each step of the way during our regression testing process to keep all of our users in the know on our progress and timing. The latest update is as of this morning!

Please hop over to that thread and click to "follow" at the top. That will ensure you're notified in your email inbox each time I post an update. If you have any questions along the way, please give me a shout on that other thread -- I'm always happy to help!

We are getting super close to making this available for all of our users, and I appreciate all of your patience during the development and testing of the reworked version of the integration!