Troubleshooting Sync Issues in InsideView Sales for SAP Hybris Sales Cloud

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This article lists the known issues and their workarounds for InsideView Sales Update CRM feature in your SAP Hybris Sales Cloud.

Note: Most of the error messages documented in this article are SAP Hybris Sales Cloud field level validations, limitations and the following InsideView Sales known issues:

  • The list of states for some countries doesn't get filtered to only show the states for these countries. It is a known bug and we are working to resolve it. 
  • In some cases, you may have to sync the data twice for the updates to take affect. 
  • To fully leverage InsideView's enriched data, CRM admins need to update the drop down field lists to include InsideView values. For example, the industry and sub-industry data in the InsideView database is very robust and updating the CRM drop down lists to include the rich list of InsideView industries will allow the users to sync this data into the CRM. For more information, read the article Updates to Industry Codes in our Knowledge Base. 
If you come across any error that isn't documented in this guide, please submit a support ticket to support@insideview.com

Problem 1

When you sync address fields from InsideView Sales without the Country field in SAP Sales Cloud, the sync operation fails and the following error message appears:                          

"There was some problem while performing this operation - 'Please enter a country name or click here to learn more about this error, or contact support for assistance."

Solution

The sync error mentioned above occurs because the Country  field is mandatory for syncing address fields.

Workarounds:

Step Description Details
 1 Correct the field mappings If you have mapped the Country field, select a corresponding country along with address fields that you want to sync in SAP Sales Cloud. 
 2 Map the Country field

If the Country field is not mapped, then you must map country field to perform sync.

 

 3 Update account Click Update Account.

Problem 2

When the datatype mismatch occurs, the sync operation fails and the following error message appears:

"The Data Services Request could not be understood due to malformed syntax."

Solution

The sync error mentioned above occurs whenever there is a mismatch in the datatype while mapping fields.

Workarounds:

To resolve this problem, check the field mappings and perform sync operation again.

 

Problem 3

If you update only the street data with 'null' value in the Postal Code field, then the following error occurs and sync operation fails:

There was some problem while performing this operation - 'Please enter a postal code or click here to learn more about this error, or contact support for assistance.

                                                                                                                                               

Solution                  

Step Description Details
 1 Go to an account  Log into SAP Sales Cloud instance and open InsideView Sales mashup for a company account.
 2 Update CRM Click Update CRM and enter an appropriate postal code value.

Workaround : If there is no value in the Postal Code field for a company, InsideView will add a blank text box in front of the Postal Code field. The user should enter the postal code value and then perform the Update CRM operation

 3 Update account Click Update Account.
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