Salesforce Integration User Guide 2017 Cvent, Inc 1765 Greensboro Station Place McLean, VA 22102 www.cvent.com
Contents Salesforce Integration User Guide... 3 Setting Up Your Account... 4 Helpful Hints... 4 Key Terms... 4 Setting Up Your Configuration... 5 Adding a Configuration... 5 Editing the Record Matching Criteria... 9 Editing the Field Mappings...10 Setting Up Salesforce Integration Points...11 Working with Campaign Management...14 Integrating Salesforce in a Standard Event...15 Activating the Event Integration...16 Integrating Salesforce in an Express Event...18 Activating the Event Integration...19 Integrating Salesforce in a Survey...20 Activating the Survey Integration...21 Integrating Salesforce in emarketing...22 Activating the emarketing Integration...23 Importing Contacts...24 Importing from Salesforce...24 Identity Confirmation within Salesforce...26 Enabling the Process...26 Managing Salesforce Configurations...27 Reprocessing Failed Transfers...27 Validating a Configuration...28 Copying Down Account Level Settings...28 Appendix A Error Messages...29 2
Salesforce Integration User Guide Welcome to the Salesforce Integration User Guide! In this user guide, you will learn the basic steps to setting up the Salesforce integration within your account. You will also learn how to import Salesforce contacts and leads into your own contact groups. With the Salesforce integration, you can do the following: Transfer Cvent contacts from your events, surveys, campaigns, and address book to Salesforce Update contacts, leads, or campaign members in Salesforce by matching them with Cvent contacts Map data fields between Cvent and Salesforce to match information between applications Create and assign tasks and opportunities within Salesforce Retrieve current Salesforce lead or contact data for pre-population into Cvent Search Salesforce for contacts, leads, or campaign members and import your results into a Cvent contact group For more information, please visit the Cvent Community. 3
Setting Up Your Account To begin setting up your configuration, you must have Salesforce turned on in your Cvent account. For more information, please contact your account manager. Once the Salesforce integration is turned on for your account, the Salesforce Integration section link will appear in Admin > Integrations > Integrations > Salesforce Integration. Before adding a Salesforce configuration, make sure the logged-in user is an administrator or has full access to Account Integrations and Event & Survey Integrations. You can update the integration permissions for a user role in Admin > Users > Manage > Account User Roles. Helpful Hints Make sure you have Application Programming Interface (API) access in Salesforce. API is a backend interface that allows clients to retrieve their data over the Internet. Be mindful of your API call limit. Salesforce limits the number of API requests, or calls, that any client can execute within a 24-hour period. These limits will vary according to your Salesforce contract or license. Check the permissions of your Salesforce users. Make sure your Salesforce users have the permissions they need for the objects assigned to them. Key Terms Campaign: A marketing initiative to bring in more prospects. Contact: Someone who is associated to one of your Salesforce accounts. Lead: A sales prospect, or someone who has expressed interest in your product or company. Object: A customizable entity, such as a contact or task, that you can use to track and store data. Task: An assignment for an owner of a lead or contact. Opportunity: A type of assignment that has a more complex work flow and is used to track sales and pending deals. 4
Setting Up Your Configuration To integrate Cvent and Salesforce, you must first create a configuration that will be used to connect them. Adding a Configuration Admin > Integrations > Integrations > Salesforce Integration Step 1: Configuration Details On the Salesforce Integration page, click Add. The Configuration Details page will appear. Enter the following details: General Settings Name: You will be able to select this when setting up Salesforce integration within the different Cvent products (Events, Surveys, and emarketing). Salesforce Server: This can either be a production or test (sandbox) server. After saving the configuration for the first time, you cannot change its Salesforce server. Default: If this configuration is the default for your account, it will automatically be selected when you first set up Salesforce integration within the different Cvent products. When you set up the integration for an event, survey, or campaign, the default configuration will be automatically selected and activated. Salesforce Web Service Login Username: This is the name of a user in Salesforce. Be sure to enter the information of a user who is APIenabled and has full access to leads, contacts, and tasks. Password: This is your Salesforce account password. You must confirm your password before you can authenticate your login details. Security Token: This is used to verify your Salesforce account. There can only be one token per user. Contact your Salesforce account administrator to obtain your security token. 5
Default Settings Select whether to enable Salesforce integration for the following by default: All new events All new surveys All new emarketing campaigns Address Book: After adding the configuration, you must retrieve your Salesforce fields in the General Settings tab and then set both Record Criteria and Field Mappings to enable Salesforce integration for Address Book. Once enabled, Salesforce Integration will only be available for new events, surveys, or campaigns. It will not be available for existing ones. Associated Contact Types Select which contact types to include in the Salesforce integration. Only the selected contact types will be transferred to Salesforce. Authentication Failure Alert Select the recipients that will receive an email alert when Salesforce details fail to be authenticated. Your credentials can expire over time, so you will want to select a person to update them. Select whether to include a link to the Cvent login page. If Yes, the email alert will provide a link to log in and update the expired credentials. To retrieve the necessary Salesforce fields, you must enter a username associated to a profile that has read and create access in Salesforce to accounts, leads, contacts, and opportunities (if you use them). 6
Step 2: Verifying Login Details To authenticate your login details, click Save. The username, password, and security token will be verified with your Salesforce account. If your credentials are authenticated, new tabs will appear at the top of the page. These tabs may include: Record Matching Criteria, Field Mappings, Integration Points, and Campaign Management. Obtaining a New Security Token If your security token has expired, you can obtain a new one: 1. Click your username. 2. Select Setup from the dropdown. 3. Click Personal Setup on the left side of the page. 4. Click Reset your security token. 5. Click Reset Security Token. An email containing the new token will then be sent to the email address associated to your Salesforce account. 7
Step 3: Retrieving Salesforce Fields Before you can set up data within the new tabs, you must first retrieve Salesforce fields. To do this, on the General Settings tab, click Retrieve Salesforce Fields. Once the fields have been retrieved, you can begin setting up your record matching criteria, field mappings, integration points, and campaign management. TIP You can retrieve a configuration s Salesforce fields at any time. This allows you to check for updates made to the fields in Salesforce. After the fields have been retrieved, an Audit Information section will appear at the bottom of the page. This section will display the date and time the last retrieval occurred. 8
Editing the Record Matching Criteria Admin > Integrations > Integrations > Salesforce Integration On the Record Matching Criteria tab, you can select which fields will be used to match Salesforce records with Cvent contacts. This matching will occur when data is being transferred between the two applications. Record matching criteria is used to determine whether a Cvent contact exists in Salesforce and vice versa. To set up your record matching criteria, click Edit. Select which Salesforce account fields to match with Cvent contact fields. Then, select which Salesforce objects you want to match and which fields to match with Cvent fields. When you are finished, click Save. Available Salesforce fields are based on your Salesforce account. To retrieve the most upto-date fields from Salesforce, go to Admin > Integrations > Integrations > Salesforce Integration and on the General Settings tab click Retrieve Salesforce Fields. Available Cvent fields are standard contact and contact custom fields. To add and edit contact custom fields, go to Admin > Account > Account > Custom Fields. 9
Editing the Field Mappings Admin > Integrations > Integrations > Salesforce Integration On the Field Mappings tab, you can select how to map Cvent and Salesforce fields. Only the fields mapped on this page will be transferred. By default, these field mappings will be set for this configuration when it is selected within an event, survey, or campaign. The fields required for your Salesforce account will have a red asterisk (*) and listed first. Each of these fields must be mapped to a Cvent field or have a default export value. TIP You can use a default export value for a Salesforce field if: The field does not have a corresponding Cvent field The value of the field should not change when it is transferred from Cvent to Salesforce To set up your field mappings, click Edit. The following fields will be displayed: Salesforce Fields: The name and character limit of each Salesforce field. Salesforce Objects: The object the Salesforce field belongs to (contact, lead, or contact and lead). Required in Salesforce: Indicates whether the field is required to be filled out for the contact and/or lead in Salesforce. Has Default in Salesforce: Indicates whether the field has a default value in Salesforce. Default Export Value: Only used when a new lead or contact is created in Salesforce and the mapped Cvent field is empty. Cvent Contact Fields: A corresponding Cvent field that the Salesforce field is mapped to. For each Salesforce field, click and select the Cvent field that will be mapped to it. Click Select to map the Cvent field to the Salesforce field. After you have set up your field mappings, click Save. When data is copied into Cvent, text will be truncated if it exceeds the character limit of the field it is mapped to. 10
Setting Up Salesforce Integration Points Admin > Integrations > Integrations > Salesforce Integration On the Integration Points tab, you can edit the settings of integration points for events, surveys, campaigns, and contacts. An integration point is an action that causes Cvent contacts and Salesforce records to be matched. For example, when an email bounces, Cvent can attempt to match a record in Salesforce with the contact record of the intended recipient. For each integration point, you can select which actions will occur when a Cvent contact is matched or not matched with a Salesforce record. A configuration s record matching criteria and field mappings apply to all of its integration points. 11
Editing an Integration Point On the Integration Points tab, select an integration point to start customizing. You will then be directed to the integration point settings. General Information 1. Click Edit. 2. Select whether the integration point is active. Only active integration points will cause matching to occur. 3. Use advanced filters to limit which Cvent records are processed by the integration point, or trigger. 4. Click Save. By default, all integration points are inactive. 12
Match Settings Depending on how many matches are found in Salesforce when an integration point is triggered, different actions can occur. To select which actions occur in Salesforce for single, multiple, and no matches, do the following: 1. Click the corresponding tab name (e.g., Single Match Settings). 2. Select which actions will occur when that number of matches is made with a Cvent contact. Single Match No action Update the matched lead or contact Create a contact Create a lead Create a person account Multiple Match No action Update the most recently updated lead or contact Update all matching leads and contacts Create a contact Create a lead Create a person account No Match No action Create a contact Create a lead Create a person account 3. Select which additional actions will occur. If enabled, these actions will occur even if no action is performed on the lead or contact. If you select to create a task, enter the following: Subject Assigned To Due Date Status Priority Comment 4. Click Save. TIP For single match and multiple match, you can choose to have Salesforce records updated only when the Cvent contact record is more up-to-date. If you create an opportunity, you can update the Salesforce campaign and member fields. The matched contacts and/or leads will be assigned to the Salesforce campaign and assigned the member status as specified in the Campaign Management tab. Their mapped campaign custom fields will also be updated. TIP 13
Working with Campaign Management Admin > Integrations > Salesforce Integration On the Campaign Management tab, you can select which Salesforce campaign, member status, and type of record will be updated for each integration point when data is transferred between the two applications. You will only see the Campaign Management tab if you are using campaigns in your Salesforce account. Campaigns are an optional feature in Salesforce. Member status will be assigned to contacts who are added or updated in the integration point s Salesforce campaign. The statuses listed are based on your Salesforce account. When editing the Campaign Management tab s settings, you can apply the Salesforce campaign or member status to all integration points. To do this, click next to a Salesforce campaign or member status. In the new window, check the box Apply to all? 14
Integrating Salesforce in a Standard Event After you have added a configuration in the Admin tab, you can set up integration within an event. You must select the default configuration s record matching criteria first. Once your account s default configuration has been copied to the event, you can edit the field mappings and integration points within the event. None of the changes you make will be reflected in the account s default configuration. This means each event can have its own customized configuration. When setting up the Salesforce integration within an event, make sure the logged-in user is an administrator or has full access to Account Integrations and Event & Survey Integrations. You can update the integration permissions for a user role in Admin > Users > Manage > Account User Roles. 15
Activating the Event Integration Events > Event Details > General > Salesforce Integration General Settings 1. On the General Settings tab, click Edit. 2. Select Yes to activate Salesforce integration for this event. 3. Select which configuration to use. Your account s default will automatically be selected. If your account s default configuration has enabled integration for all new events, this box will be checked by default. 4. Click Save. The Associated Registration Types section will only appear if you have included registration types in the event. Field Mappings 1. On the Field Mappings tab, click Edit. 2. The selected configuration s field mappings will be automatically populated. For each Salesforce field, click to search for the corresponding Cvent contact field to use for mapping. 3. Click Save. Integration Points 1. On the Integration Points tab, select an integration point and click Edit. 2. Select whether the integration point is active. 3. Click Save. 16
Campaign Management 1. On the Campaign Management tab, click Edit. 2. Select a Salesforce campaign, member status, and updated record for each integration point. If you do not want to update the records, leave these fields blank. 3. Click Save. Once you have activated the Salesforce integration and the event is in Active status, you can begin to monitor and review data as integration points are triggered. You can run the Records Transferred to Salesforce report in Admin > Reporting > View > Reporting for more information about the transferred data. 17
Integrating Salesforce in an Express Event After you have added a configuration in the Admin tab, you can set up integration within an event. You must select the default configuration s record matching criteria first. Once your account s default configuration has been copied to the event, you can edit the field mappings and integration points within the event. None of the changes you make will be reflected in the account s default configuration. This means that each event can have its own customized configuration. When setting up Salesforce integration within an event, make sure the logged-in user is an administrator or has full access to Account Integrations and Event & Survey Integrations. You can update the integration permissions for a user role in Admin > Users > Manage > Account User Roles. 18
Activating the Event Integration Events > Advanced General Settings 1. Click Salesforce Integration. 2. On the General Settings tab, click Edit. 3. Select Yes to activate Salesforce integration for this event. 4. Select which configuration to use. Your account s default will automatically be selected. 5. Click Save. If your account s default configuration has enabled integration for all new events, this box will be checked by default. Field Mappings 1. On the Field Mappings tab, click Edit. 2. The selected configuration s field mappings will be automatically populated. For each Salesforce field, click to search for the corresponding Cvent contact field to use for mapping. 3. Click Save. Integration Points 1. On the Integration Points tab, select an integration point and click Edit. 2. Select whether the integration point is active. 3. Click Save. Campaign Management 1. On the Campaign Management tab, click Edit. 2. Select a Salesforce campaign, member status, and updated record for each integration point. If you do not want to update the records, leave these fields blank. 3. Click Save. Once you have activated the Salesforce integration and the event is in Active status, you can begin to monitor and review data as integration points are triggered. You can run the Records Transferred to Salesforce report in Admin > Reporting > View > Reporting for more information about the transferred data. 19
Integrating Salesforce in a Survey After you have added a configuration in the Admin tab, you can set up integration within a survey. You must select the default configuration s record matching criteria first. Once your account s default configuration has been copied to the survey, you can edit the field mappings and integration points within the survey. None of the changes you make will be reflected in the account s default configuration. This means that each survey can have its own customized configuration. When setting up Salesforce integration within a survey, make sure the logged-in user is an administrator or has full access to Account Integrations and Event & Survey Integrations. You can update the integration permissions for a user role in Admin > Users > Manage > Account User Roles. 20
Activating the Survey Integration Survey > Settings > Salesforce Integration General Settings 1. On the General Settings tab, click Edit. 2. Select the box to activate Salesforce integration for the survey. 3. Select which configuration to use. Your account s default configuration will automatically be selected. 4. Click Save. If your account s default configuration has enabled integration for all new surveys, this box will be checked by default. Field Mappings 1. On the Field Mappings tab, click Edit. 2. The selected configuration s field mappings will be automatically populated. For each Salesforce field, click to search for the corresponding Cvent field to use for mapping. 3. Click Save. Integration Points 1. On the Integration Points tab, select an integration point and click Edit. 2. Select whether the integration point is active. 3. Click Save. Campaign Management 1. On the Campaign Management tab, click Edit. 2. Select a campaign, member status, and type of record that will be updated for each integration point. If you do not want to update the records, leave these fields blank. 3. Click Save. Once you have activated the Salesforce integration and the survey is in Active status, you can begin to monitor and review data as integration points are triggered. You can run the Records Transferred to Salesforce report in Admin > Reporting > View > Reporting for more information about the transferred data. 21
Integrating Salesforce in emarketing After you have added a configuration in the Admin tab, you can set up integration within a campaign. You must select the default configuration s record matching criteria first. Once your account s default configuration has been copied to the emarketing campaign, you can edit the field mappings and integration points within the campaign. None of the changes you make will be reflected in the account s default configuration. This means each campaign can have its own customized configuration. When setting up Salesforce integration within a campaign, make sure the logged-in user is an administrator or has full access to Account Integrations and Event & Survey Integrations. You can update the integration permissions for a user role in Admin > Users > Manage > Account User Roles. 22
Activating the emarketing Integration emarketing > Campaigns > Salesforce Integration General Settings 1. On the General Settings tab, click Edit. 2. Select the box to activate Salesforce integration for the campaign. 3. Select which configuration to use. Your account s default configuration will automatically be selected. 4. Click Save. If your account s default configuration has enabled integration for all new campaigns, this box will be checked by default. Field Mappings 1. On the Field Mappings tab, click Edit. 2. The selected configuration s field mappings will be automatically populated. For each Salesforce field, click to search for the corresponding Cvent field to use for mapping. 3. Click Save. If you want to associate contact types to the integration, you must first have contact types associated to the campaign. Integration Points 1. On the Integration Points tab, select an integration point and click Edit. 2. Select whether the integration point is active. 3. Click Save. Campaign Management 1. On the Campaign Management tab, click Edit. 2. Select a campaign, member status, and type of record that will be updated for each integration point. If you do not want to update the records, leave these fields blank. 3. Click Save. Once you have activated the Salesforce integration and the campaign is in Active status, you can begin to monitor and review data as integration points are triggered. You can run the Records Transferred to Salesforce report in Admin > Reporting > View > Reporting for more information about the transferred data. 23
Importing Contacts If you need to get your Salesforce contacts, leads, and campaign members into Cvent, you can perform an import. In the Contacts tab, you can import contacts, leads, and campaign members from Salesforce into your Cvent contact groups. To import from Salesforce, you must first set up and map the fields of at least one Salesforce configuration in Cvent. Once the configuration is ready, you can set up the import. You can use contact groups to categorize your contacts for a variety of purposes, including associating different groups of people to surveys, events, and campaigns. TIP Importing from Salesforce Contacts > Address Book 1. On the Contacts page, click Import. 2. Select Salesforce. 3. Click Next. 4. Complete the following steps in the wizard. Step 1: Locate and Select the Salesforce Records 1. Select which Salesforce configuration to use. You can have multiple configurations in your account. 2. Select which Salesforce object to import. 3. Select at least one filter to use for locating Salesforce records. 4. Click Search. The results will appear. 5. Select which Salesforce records to import. 6. Click Next. The available objects and search fields may vary depending on your configuration. If the search returns more than 2,000 records, a message will appear displaying the number of records that match your criteria. If this happens, you must import all of the returned records to continue to the next step. Only the first 2,000 records will be displayed after the search, but up to 25,000 records can be imported at once. 24
Step 2: Select the Import and Matching Settings 1. Select the criteria for matching Cvent and Salesforce records. 2. Select whether Cvent contacts will be added to a new or existing contact group. 3. If applicable, enter the contact group s name or click to select an existing one. Depending on your import rules, Cvent contacts may be added to this contact group when they match, when they do not match, or both. 4. Select which action will occur when a Salesforce record matches a Cvent contact. 5. Select which action will occur when a Salesforce record does not match a Cvent contact. You can either add contacts to the selected contact group or replace the contact group s existing members. TIP 6. Select which update mode to use. This setting lets you choose how data will be updated (i.e., delete old data or only send new changes). 7. Select whether to receive a summary email when the import completes. 8. Click Next. Step 3: Confirm the Import Settings If your import settings and field mappings are correct, click Import. Once your import request has been submitted, you can check on the progress of your request by running the Contact Groups Modified by Salesforce report in Contacts > Reports. Your import request will take a few minutes to appear in the report. You can run the following reports on Salesforce-related data. Contacts Created by Salesforce Contacts Modified by Salesforce Contact Groups Modified by Salesforce Records Transferred to Salesforce TIP 25
Identity Confirmation within Salesforce Within an event, you can use Salesforce Integration to retrieve an invitee s registration type or to pre-populate an invitee s information from Salesforce into your event or address book. These retrievals occur whenever an invitee passes through the Identity Confirmation page during registration. Enabling the Process Events > Website & Registration > Registration > Registration Settings 1. On the Identification & Security tab, click Edit. 2. Under Registration Type Selection, select Yes to allow invitees to select their registration type. 3. Select whether the Registration Type field is required. 4. Select whether to update the contact s primary record with registration type changes. If Yes, the contact s new registration type will be updated as their contact type in the address book. 5. Select Going through a custom process from the list of ways invitees can determine their registration type. A Custom Identity Confirmation section will appear. 6. Select whether to display personal information for invitees who arrive from a Cvent email. 7. Select which fields to display and require on the Identity Confirmation page. 8. Under External Data Source, select Salesforce as the external data source to retrieve contact information from. Information will not be sent if there is more than 1 matching record in Salesforce. 9. To restrict the ability to register for the event by requiring the registrant to be a member of an existing Campaign within Salesforce, click and select a Salesforce Campaign. 10. Add a logic condition. 11. Click Save. 26
Managing Salesforce Configurations To maintain accurate Salesforce data in your Cvent account, you can do the following at anytime: Reprocess any records that failed to be transferred to Salesforce Validate your configurations Copy your Cvent account s Salesforce settings to an event, survey, or campaign Reprocessing Failed Transfers Admin > Integrations > Integrations > Salesforce Integration 1. On the Salesforce Integration page, click Reprocess Failed Transfers. 2. Enter a date range during which failed record transfers may have occurred. 3. Select Salesforce configurations that may have had failed record transfers. 4. Click Next. 5. Select which records to reprocess. 6. Click Next. 7. Click Confirm Reprocess. If the records are successfully reprocessed, you will see a confirmation message. 27
Validating a Configuration Admin > Integrations > Integrations > Salesforce Integration 1. On the Salesforce Integration page, click the name of a configuration. 2. Click Validate. TIP You can also validate your Salesforce configuration within an event, survey, or campaign. If the validation is successful, you will see a confirmation message. Copying Down Account Level Settings Admin > Integrations > Integrations > Salesforce Integration 1. On the Salesforce Integration page, click the name of a configuration. 2. Click Copy Down Account Level Settings. 3. Select which events, surveys, and campaigns to copy the settings to. 4. Click Confirm Copy. If the settings are successfully copied, you will see a confirmation message. 28
Appendix A Error Messages The following error messages are from Salesforce. Here you can view the reason you may be receiving this message and how to resolve the issue. Error Message Reason Resolution Value for a field in Salesforce not valid Mis-match between field types Required Fields are missing: [Company] Related contact/lead failed to transfer. Operation performed with inactive user Invoice # is required to change the Stage to Invoiced. INVALID_LOGIN: Invalid username, user not active Opportunity: bad field names on insert/ update call: IsPrivate This can occur when a field is mapped to a pick-list field with a defined set of values. If the value is not available in Salesforce, the record will not be transferred. This can occur when a Cvent field is not mapped to an equivalent Salesforce field. For example, if you map the Phone field in Cvent to the Phone Type field in Salesforce, you will receive an error. The Cvent field expects only numeric values while the Salesforce field expects letters values. This will occur when a lead is sent to Salesforce and the required company field is left blank. This will occur when a trigger point is set up to create a task or opportunity with a lead, but the lead was not successfully created. The task or opportunity cannot be associated to that lead. This can occur when an object (task or opportunity) is created in Salesforce and is assigned to a Salesforce user that does not exist in the account. This will occur when an internal Salesforce rule is created for an opportunity and the invoice # field is left blank. The opportunity cannot be moved to the Invoiced stage without it. This will occur when the user credentials for the integration are no longer valid. This will occur when the opportunity owner does not have update, insert, or modify permissions for the IsPrivate field. Update the values for the Salesforce field to match the values listed for the Cvent field. Update the field mappings within an event or in the Admin tab. You will want to map fields of similar types. Update the event registration to ensure company is a required field on the registration form. Update the company field for the existing lead. Make sure all of your contacts are assigned to active Salesforce users. Or you can assign a Salesforce user to the integration when creating a lead instead of using lead assignment rules. The invoice # field is not a field Cvent can write to with OTB integration. To resolve this issue, you must remove the internal Salesforce rule. Specifically, set up the integration so that opportunities are not created in the Invoiced stage. Update the user credentials for the integration in the Admin tab. To resolve this, a Salesforce administrator will need to log in to Salesforce to make sure the following section has write access to this field. Begin by finding the user profile for both the Salesforce username in Cvent and the user being assigned the opportunity. Then, go to Salesforce > Setup > Admin Setup > Manage Users > Profile > Standard Object Permission. Make sure the opportunity has Read, Create, and Edit access. You will also need to locate the Field Level Security field and make sure the profile does not have Read-Only selected for the private option. Finally, retrieve Salesforce fields in Cvent as final check. 29
Phone and/or Fax must be at least 3 characters and less than 20 characters Please populate the phone or email of the lead. Email: invalid email address: andrés@cvent. com Maximum number of duplicate updates in one batch (6 allowed). Attempt to update Id more than once in this API call: 0034000001NnM1v This will occur when an internal Salesforce rule requires the phone and fax fields to be at least 3 characters and no more than 20 characters. This will occur when an internal Salesforce rule requires the phone or email field to be filled out before a lead can be created. This can occur if the email address provided has incorrect characters or domains. This will occur if more than 6 different contacts or leads are associated with one registrant. Remove the internal Salesforce rule or add a Cvent contact custom field. Update the event registration to ensure phone or email is a required field on the registration form and that they are mapped correctly in the field mappings tab. Make sure the email address provided is correct. For more information, call Salesforce. Remove or merge duplicates in your database. The following error messages will occur when there is a connection problem between Cvent and Salesforce. You do not need to do anything to resolve the following issues, but make sure to reprocess any failed transactions. Error Message Reason Resolution INVALID_SESSION_ID: Invalid Session ID found in SessionHeader: Session timed out UNKNOWN_EXCEPTION: Destination URL not reset. The URL returned from login must be set in the SforceService The request failed with HTTP status 503: Service Unavailable. There is an error in XML document (1, 1079). The underlying connection was closed: The connection was closed unexpectedly. SERVER_UNAVAILABLE: server temporarily unavailable 30