Troubleshoot co-sell referrals connectors

Članak
07/07/2022
11 min. za čitanje

Applies to: Dynamics 365 CRM | Salesforce CRM

Appropriate roles: Referrals admin | System admin or system customizer on the CRM

Questions and answers about prerequisites

Can I use a trial co-sell referrals connectors solution for my environment?

Currently, the connector solutions are free. You can download the connector solutions from the AppSource.
What role do I need to create sections in a CRM environment?

Users who are system admins or system customizers can apply changes for everyone. All app users, however, can personalize the system and share some of their customizations with others.
Do partner sellers need special roles to work on Partner Center?

Partner sellers must be assigned the “Referrals admin” role. For more information, see Permissions overview.
What fields need to be set up first in my CRM environment?
- Make sure your currency is appropriate to your location and is in your CRM environment accurately.
- Your sales team should be listed in your CRM environment as CRM users.
  
  For more information, refer to Dynamics and Salesforce.
What prerequisites are required for the Power Automate environment creation?

To use the Power Automate environment, you need:
- A Power Automate license.
- A minimum of 1-GB storage.
Do I need a Dynamics 365 subscription to use the Salesforce Connectors solution?

The Salesforce Connector solution that supports synchronizing with other CRM systems is of type “Dynamics Flow”. The solution doesn’t require you to have a Dynamics 365 instance or a subscription. While installing the Salesforce solution, a dropdown menu with the existing CDS environment in your company may appear. You need to select that environment. In addition, if you get the error "We couldn't find a Dynamics 365 organization connected to signed-in user." Then you need to create new environment for connectors.

Questions and answers about configuration

What should I do if I receive a WorkflowTriggerNotFound error while activating flows in the Power Automate Platform?

Error: Request to Azure Resource Manager failed with error: '{"error":{"code":"WorkflowTriggerNotFound","message":"The workflow 'e14d00f1-1fdf-4b1b-aaac-54a5064093d3' trigger 'manual' couldn't be found."}}'.

Follow these troubleshooting steps:
- Delete the CDS connection and then recreate it.
- Turn the child flow off and on.
- Delete solution and then reinstall it.
What should I do if I receive the "sign in" error while adding a Partner Center connector in Power Automate Platform?

Follow these troubleshooting steps:
- Ensure that the user who is installing and using the connectors has the role of a "Referrals admin".
  - Use your Partner Center credentials to sign in to the flow environment once (flow.microsoft.com).
What should I do if I receive the "requiring updates" error while activating the Partner Center to CRM flow in Power Automate Platform?

Follow these troubleshooting steps:
- Activate the following two children flows first before you activate the Partner Center to CRM flow.
  - Partner Center to CRM - Helper (Insider Preview)
  - Partner Center Microsoft Co-sell Referral Updates to CRM (Insider Preview)
What should I do when I'm not able to add connections to the flow when I try to edit the flow?

You add connections to the flow while the flow is running, and you add to each flow separately. If the dialog to add connections doesn't open up automatically while editing the flow, then you can edit each of the steps and sub-steps of the flows individually.
- Select each flow and edit them individually.
- Expand all the steps in the flow.
- Select the steps where you see a warning icon asking to associate connections, and add connections.
What should I do if the flows of the co-sell referrals connectors solution don’t turn on?
- In Power Automate, you need to edit and turn on the flows in the following order and update them to use the correct connections:
Salesforce:
- Partner Center Webhook Registration (Insider Preview).
- [Customize] Create or Get Details from Salesforce.
- Create Co-sell Referral-Salesforce to Partner Center (Insider Preview)
- Partner Center Microsoft Co-sell Referral Updates to Salesforce (Insider Preview)
- Partner Center to Salesforce (Insider Preview)
- Salesforce to Partner Center (Insider Preview)
- Salesforce Opportunity to Partner Center (Insider Preview)
- Salesforce Microsoft Solutions to Partner Center (Insider Preview)
DCRM:
- Partner Center Webhook Registration (Insider Preview)
- [Customize] Create or Get Details from Dynamics 365 flow.
- Create Co-sell Referral – Dynamics 365 to Partner Center (Insider Preview)
- Partner Center to Dynamics 365 - Helper (Insider Preview)
- Partner Center Microsoft Co-sell Referral Updates to Dynamics 365 (Insider Preview)
- Partner Center to Dynamics 365 (Insider Preview)
- Dynamics 365 to Partner Center (Insider Preview)
- Dynamics 365 Opportunity to Partner Center (Insider Preview)
- Dynamics 365 Microsoft Solutions to Partner Center (Insider Preview)
- For each of flow, select the Run only users option. Select Use connection instead of Provided by run-only user.
- Activate the following flows:
  - [Customize] Create or Get Details from Salesforce.
  - Partner Center Microsoft Co-sell Referral Updates to Salesforce (Insider Preview)
  - Salesforce to Partner Center (Insider Preview)
- Activate all the remaining flows.
- At flow Partner Center Webhook Registration (Insider Preview), select Run. Copy the HTTP Post URL from the first action in Partner Center to Salesforce (Insider Preview) flow and update in Http Trigger Endpoint of Partner Center Webhook Registration (Insider Preview) flow run.
- Select all four options under Events to register and select yes  for Overwrite.

Questions and answers about run/maintenance

How do I troubleshoot failures during Power Automate flow execution?

To ensure that your Power Automate flows run as you expect, refer to Fix flow failures.
What should I do if I see referrals that aren't synchronized properly in Partner Center or the CRM environment?

To determine the status of the referral synchronization, select Audit.
- Ensure that the following conditions are met:
  - Solution ID is provided as part of the opportunity.
  - Two letter country code is required.
  - When help from Microsoft is selected for the opportunity, customer contact information is required.
How do I ensure that a referral will synchronize bi-directionally?

Do the following steps:
- Ensure that the Referral Id field has been updated in the CRM or PC.
- Ensure that users will see the success synchronize/update message in the audit field.
  - In the event of any synchronization failure, the audit field gets updated with a failure message detail.
What should I do if the connector gets disconnected and I miss a referral synchronization?

The following are a few of the things that you can try:
- Check whether the username or password has expired for the Partner Center user with referral admin roles.
- Go to the unsynchronized opportunity, make a minor update, and check to see if the referral has synchronized.
- If the flows have run and failed, then select the flow and resubmit the run that has failed.
What should I do when I get an access denied error?
- Make sure the appropriate roles exist:
  - Referral Administrator role for Partner Center seller
  - System Administrator or System Customizer role on your CRM instance
- Ensure that the Power Automate flow account user logs into Microsoft flow at least once beforehand.
If I see that the Customer account country code is missing while creating a Co-sell opportunity, what should I do?
- Make sure you provide the ISO two-letter country code to the Customer account in the CRM. For example, US for United States.
What should I do if I see the error that the Solution ID is required while creating a Co-sell opportunity?
- A solution is mandatory for synching a Co-sell opportunity. Make sure that your CRM has valid Microsoft co-sell ready solutions added.
What should I do when I see Co-sell opportunities created in Partner Center and they aren't synchronized to the CRM even though there are no flow errors?
- Follow the below steps:
  - After you've created a new co-sell deal in Partner Center, check if Partner Center to Dynamics 365 flow gets invoked (it might get invoked multiple times).
  - If the flow gets invoked, check all invoked flows and identify the flow run that would update the CRM. You can follow the actions and verify if it updated the CRM or encountered a problem.
  - Check New deal in Partner Center to see if it gets populated with CRM ID.
  - Make sure that the deal isn't accidentally closed as Won or Lost in Partner Center.
What should I do when leads are not synchronizing from Partner Center to Salesforce CRM or Dynamics CRM?
- Follow the troubleshooting steps below:
  - Go to connector solution and run the flow Partner Center Webhook Registration (Insider Preview) to re-register the webhook again and make sure users select Overwrite existing endpoints = Yes. After successful registration, check the synchronization again.
  - You may have multiple tenants in Partner center and you might need to enable a multi-tenancy setting to get leads into your CRM.
    - To check the tenants:
      - Log in to Partner Center as a referral admin and navigate to account settings, under organization profile select tenants.
      - If you see multiple tenants, then connect with the Microsoft support team to enable the multitenancy option for Partner Center.
What should I do when leads are not synchronizing as an opportunity in Salesforce or Dynamics CRM?

If the lead is accepted in Partner Center, then the lead will synchronize as an opportunity to the CRM. If the lead is not accepted in Partner Center, then the lead will synchronize as a lead only.
What should I do when Partner Center to Dynamics Flow is not getting triggered even after successful Webhook registration?
- To check the tenants:
  - Log in to Partner Center as a referral admin and navigate to account settings, under organization profile select tenants.
  - If the user sees multiple tenants, then connect with the Microsoft support team to enable the multitenancy option for Partner Center.
What should I do when flow is getting triggered multiple times or I can see duplicate opportunities in Dynamics CRM?

Check the opportunity audit history in Dynamics CRM to identify referrals. Partners have to wait for up to 1 minute in order to complete the synchronization before making another change and save the opportunity.
How do I check the version of the installed connector solution?

Follow the steps below for Dynamics 365: - Log in to Microsoft flow. - Select the environment in which you have configured the connector solution. - Click on Solutions, from there you can see the Partner Center Referrals Synchronization for Dynamics 365 solution version.

Follow the steps below for Salesforce: - Log in to Microsoft flow. - Select the environment in which you have configured the connector solution. - Click on Solutions, from there you can see the Partner Center Referrals Synchronization for Salesforce solution version.
How do I connect with the Microsoft support team for connector configuration or any other issues with connectors?

To connect with Microsoft support visit Microsoft Support.
What should I do if I receive an XRM API error when turning on Customize Flow in Salesforce?

Request to XRM API failed with error: 'Message: An unexpected error occurred. Code: 0x80040216

Partner CRM has a number of custom fields for objects such as opportunity, lead, and account. You can only expose the required custom fields from these CRM objects to power automate the connector. For more details about custom fields, see the Custom field mapping guide.
What should I do if I receive errors such as "Require the property item/Status" when turning on Customize Flow in the Salesforce CRM connector solution?

Follow the below steps:
- Edit the [Customize] Create or Get Details from Salesforce flow and go to Create or update lead in CRM and then go to Create a new lead action.
- Update the Status field value to your lead default status value from the pick list.
- Save the flow and turn it on again.
How do I open the logs or troubleshoot flow run issues in Salesforce or the Dynamics CRM connector solution?

Dynamics

Follow the below steps to troubleshoot a flow run:
1. Go to Cloud flows in Partner Center Referrals Synchronization for Dynamics 365 solution.
2. Select the required flow and click on See analytics.
3. Below analytics window will be opened. Go to Errors tab, you can see the error details.
4. Click on any specific error Last Error Detail icon. This step will open the below Confirm Navigation, click on OK.
5. Then you're directed to below flow run history page.
6. Expand the steps and go to Action or Trigger Name step mentioned in error details. Here you can troubleshoot the actual error.
Salesforce

Note

Get more details in Power Automate by selecting See history or Analytics for flow.

Follow the below steps to troubleshoot a flow run:
1. Go to Cloud flows in Partner Center Referrals Synchronization for Salesforce solution.
2. Select the required flow and click on See analytics.
3. Below analytics window will be opened. Go to Errors tab, you can see the error details.
4. Click on any specific error Last Error Detail icon. This step will open the below Confirm Navigation, click on OK.
5. Then you're directed to below flow run history page.
6. Expand the steps and go to Action or Trigger Name step mentioned in error details. Here you can troubleshoot the actual error.
How to sync latest data from Partner Center (PC) to CRM?

Currently, bi-directional connectors solution only supports update sync for the mentioned filed.
- Currency Code
- Deal Value
- Closing Date
- Notes
- Status & Substatus
If partner wants to configure the fields, they can configure the flow called “Customize". Create or Get Details from Dynamics 365” under section Update Opportunity as shown below.
How to sync latest data from CRM to Partner Center (PC)?

Currently, bi-directional connectors solution only supports update sync for the mentioned filed.
- Currency Code
- Name
- Budget Amount
- Description
- State changes in the corresponding Partner Center referrals. Update functionality checks if there is any difference between the above fields in CRM and PC then only initiates the update.
If Partner wants to configure the fields, they can configure the flow called "Dynamics 365 to Partner Center (Insider Preview)" for action "Update a referral with opportunity data" as shown below.

Next steps