Table of Contents
Summary
Listed here are the common issues that we see in support surrounding setting up Salesforce and sharing Trust Centers from Salesforce. Please review this document before entering a ticket with Support.
🔒 Issue 1: Unable to share Trust Centers.
Generally, when we see these issues, it is due to permissions not being properly applied to the users.
There are two permissions that are delivered with the Whistic Salesforce package:
Whistic Admin – This permission set allows for setting up the package
Whistic User – This permission set is designed to allow users to share Trust Centers
These two permissions should be added as is. If added to a Permission Set Group, they will generally fail. The failure will generally be silent in that Salesforce won't show what the actual issue is making it difficult to troubleshoot. However, it can be caught by the Share Trust Center button not being visible in the platform. This is a common side effect of adding either to a Permission Set Group.
Updating to the latest version of Salesforce will help with any errors due to sharing a Trust Center to a user with special characters in their name (such as a dash).
⚠️ Issue 2: Unable to share (Problem Creating Record or Validation error).
These types of errors are caused by the following:
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Missing or Malformed phone numbers
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Malformed email addresses
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Missing email address
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Too many characters in the title of the Trust Center.
The first highlighted item is the message and then the field that is invalid. This will be consistent for any field that is invalid.
The second highlighted item shows the value of the field that is rejected, as well as the field that is invalid.
🚫 Issue 3: Error prevented share from being created
1. Sharer has insufficient access
Requires additional configurations to Share Settings that give Trust Center senders edit access to accounts or object which they do not own. Error shown below:
Error Message: Update failed. First exception on row 0 with id 0016900002l9e5MAAQ; first error: INSUFFICIENT_ACCESS_OR_READONLY, insufficient access rights on object id: []
🔄 Issue 4 - Trust Center won't show up as a share option
If your profile is completely enabled (from within Whistic) for sharing via Salesforce yet the trust center won't show up at all on the Salesforce side, sometimes a small forced re-fresh is needed.
You can do this by simply navigating on the Whistic platform to the Trust Center drop-down menu and selecting Trust Centers.
Once you are there, you will select the trust center you want enabled for Salesforce sharing by selecting it from the drop-down menu. Once selected, you can click the 3 dot (...) menu to open the Trust Center Settings:
Next, you'll scroll to the bottom and look for the Integrations section. Be sure that Salesforce is toggled 'On'. If there's no description, go ahead and add and save a description. This will force re-fresh the connection. If there's already a description, go ahead and update the description (at least slightly) and save:
Once this is done, refresh Salesforce and share once more, the profile should now be visible.