People Sync does the heavy lifting of sending sales activities back to your organization's Salesforce instance. However, there are a few reasons why an activity wouldn't sync to Salesforce as expected. Below is a list of the most common reasons this might happen:
The activity does not have an external participant
An external participant is defined as any individual (customer, prospect, partner, etc) that has an email domain that is not explicitly defined as an internal domain
Internal domains are defined on the Domains page within the settings module.
If the activity in question does not have at least one external participant in the participant list, it will not be eligible for syncing to Salesforce.
The activity matched a Local Filter
Local Filters are a list of filters specific to your organization that dictate to Backstory what patterns can be used to identify sensitive or non-business-relevant activities. This information is used to ensure that Backstory does not ingest those activities into the application or sync them to or from Salesforce.
If the activity in question matched an Ingestion Local Filter, it would be dropped during ingestion and, therefore, not eligible for Salesforce sync.
If the activity matched a Push to CRM Local Filter, the activity would be found in Backstory, but it would not attempt to sync to Salesforce.
Please check with your internal Backstory administrator if you're not able to verify what Local Filters have been configured.
Salesforce Sync is not enabled for your organization or for your Configuration Profile.
For an activity to sync to Salesforce, this functionality must in enabled in two places.
First, it must be enabled globally, meaning the setting is enabled for your organization within the Settings module. Backstory administrators can verify that this feature is enabled by navigating to Settings > CRM Settings > Global Settings.
Note: If this setting is disabled, it’s likely an intentional decision made during onboarding. Before making any changes to these settings, please reach out to support@backstory.ai, or your Backstory point of contact.
Furthermore, this setting must be enabled within users’ Configuration Profiles. You can access users’ Configuration Profiles via the Users & Teams page or directly from the Configuration Profile page.
There, please ensure the appropriate Push Data settings are enabled for any user whose activities are not being synced to Salesforce as expected.
The activity was not able to match to an Account, Opportunity, or Lead
For an activity to sync to Salesforce, a valid Account, Opportunity, or Lead must be associated with it. If Backstory is unable to locate a valid object in Salesforce, the activity will show as an 'External - No Match' in the application, like so:
To see if this is the case, navigate to the Activity Feed page in Backstory and filter your activities down to the date the activity took place.
If the activity in question is displayed as such, this means the activity has been ingested and counted towards activity metrics, but was unable to be associated with an object and subsequently synced to Salesforce.
You can read about Troubleshooting: My Activities show as 'External - No Match' for more information.
Not able to solve your problem with these troubleshooting questions? We're here to help! Reach out to us at support@backstory.ai for assistance.