If you are running into issues with your Tackle - Salesforce integration, you can use this document to help resolve common troubleshooting scenarios. To help you find your exact issue, we've organized some common scenarios by feature:

If you aren't able to connect your Tackle package in Salesforce to your Tackle account, here are five different options you can use to diagnose and solve your exact issue.

The permission sets required to connect the app to Tackle are the Tackle Package Integration Manager System Perms and Tackle Package Integration Manager Perms. The user setting up your integration must be included in both of those permission sets.

Have your Salesforce admin review our guide on permission sets and verify the user is in the right permission sets for their role. See Salesforce's documentation on managing permission sets🔗 for more information.

Salesforce does not allow Tackle to include certain permissions in our package, as these are considered “system” permissions. The Tackle - Salesforce integration requires some system permissions to function so we ask Salesforce admins to create two permission sets as part of set up:

Have your Salesforce admin check that each permission listed in our documentation has been added to the appropriate permission set. Salesforce has further documentation on creating permission sets🔗, if necessary.

The Tackle - Salesforce integration uses Protected Custom Metadata to store the your Tackle credentials in Salesforce. These credentials are required to create Co-sells, Offers, and Prospect Scores in Tackle.

The “green check” in Tackle designates that the deployment was created successfully, but does not indicate that it was completed successfully.

It is uncommon, but there are circumstances (usually in sandboxes) where the metadata deployment may take 1-2 minutes. If you navigate to the next page too quickly, you will not have the credentials required to do the next step.

These steps will help you review the active deployments in Salesforce and verify that the metadata change was successfully deployed.

For more information, see Salesforce's documentation on monitoring deployments🔗.

Your organization may have enabled a Salesforce setting titled Manage API Access, which can cause permissions conflicts when you set up new integratons. Double-check that the user setting up the integration has been whitelisted within the Tackle Connected App within ‘Manage Connected Apps’. Information on how to whitelist users for Connected Apps is available from Salesforce.

Making changes to a Connected App can take ~10 minutes to complete, so allow some time to pass before retrying the second connection step.

Cookies in Salesforce can become corrupted, especially if users are signing in multiple environments. This can impact the ability for the Salesforce app to successfully connect to Tackle.

As a final step, open a browser window Incognito and try the connection again.

If that does not work, contact Tackle Support🔗.

If you see that your Salesforce environment is creating data in the wrong Tackle Account, you may need to re-establish your connection. To implement these steps, you will need the following permissions:

To avoid data inconsistencies you will want to confirm that your Tackle production account is connected to your Salesforce production account. If you have any testing you are working on, use your Tackle test account. For AWS co-sell testing, see our documentation on testing co-sell workflows.

If you need additional Tackle test accounts, please contact Tackle Support🔗.

While setting up your Salesforce integration, you may encounter an error message beginning with "Unauthorized endpoint". This occurs when you don't have the "Customize Application System" permission, which is necessary for the integration to dynamically generate the correct remote sites for authentication.

To resolve this issue, configure permissions so that the user installing the integration has the appropriate permissions. If this is not possible, you can also create the remote site manually.

These scenarios relate to both the setup and use of co-sell in the Tackle - Salesforce integration.

This is often caused by the wrong Salesforce instance being configured in the Tackle Platform. This can be validated by checking the Tackle Platform Integrations section. You will need Tackle admin permissions to follow these steps.

This was the result of a bug that existed in all versions before 1.44 (see 1.44 release notes).

Follow our guide to upgrade your Tackle - Salesforce package to the latest version.

When your Tackle account tries to update data in Salesforce, some co-sell opportunities to fall out of sync, causing errors. This can happen for a variety of reasons including:

Referencing the debug logs for your specific co-sell will help you determine what the issue was and how to correct it. For more information on how to find your package logs refer to our help article Export debug logs.

When you try to close a co-sell opportunity you drove through Tackle, your Tackle - Salesforce app uses a flow in the Salesforce Opportunity page. If the opportunity doesn't close correctly in Salesforce, it may be because your flow is configured to the wrong page.

To determine the cause of the issue, you will first need to verify that you are trying to close the Co-Sell on the Salesforce Opportunity that is tied to the co-sell, and not the actual Co-Sell page. If this is not the issue, you will need to add a new Close a co-sell flow to Salesforce.

If you do not see the "Create a Co-Sell" or "Create an Offer" button on your Salesforce Opportunity, there are three primary steps to investigate.

To implement these steps, you will need the following permissions:

First, complete the steps in the Unable to connect to Tackle section above to make sure your integration is connected correctly.

Have your Salesforce admin refer to our documentation on adding buttons for Tackle features🔗 and verify they have been completed.

Navigate to the Opportunity record and select the setup wheel from the top of the page, followed by Edit Page. Check that the buttons are visible, and select Activate page.

When submitting co-sells to the Tackle API on the same transaction in which you make changes to the records in the database, you might get a Salesforce error saying you have uncommitted work pending.

To avoid this, we added this method which handles the callout to the Tackle API asynchronously by splitting the transaction in two. This is achieved by enqueuing a job for submission after the data manipulation is done in Salesforce database.

We added a new invocable class which can be used in flows to submit co-sell records to Tackle asynchronously. This can be used if you are building a custom flow to create a co-sell opportunity.

When using this method, a job will be enqueued to handle callouts to the Tackle API. You can add it in a flow after a co-sell record creation, by following the steps below:

This often occurs when Tackle Prospect updates scores based on new information we have and those new scores don’t sync correctly back into your Salesforce account. The most common reason for this error is that your Salesforce account integration user was not set up with the correct permissions.

To update Tackle Prospect data in your Salesforce opportunities, your integration user must have access to view and edit the Salesforce Account object and permissions for the “Tackle Package Integration Manager”, which gives access to read and edit the following fields:

For more help setting up your integration user’s permissions, see this guide from the Salesforce knowledge base🔗.