Troubleshooting Routing Issues

Accurate, real-time data synchronization between Salesforce and Fullcast is essential to manage territories and forecasts effectively. If your data isn’t syncing, you risk misaligned territories and inaccurate reporting. The most common issues with routing stem from Salesforce flow triggers, connects between Fullcast and Salesforce, or mismatched policy tags. This article guides you in identifying and resolving these issues.

1. Access your Salesforce instance and navigate to Setup > Process Automation > Flows > Account Routing and update a field on a relevant object (e.g., Account, Lead) to trigger the routing flow.  Ensure the correct input variables are passed to the policy handler. Verify the types and values of the input variables. (See Figure 1.)

   If…	Then…
   The flow is triggering	Proceed to Step 2.
   The flow is not triggering	Troubleshoot the flow configuration and test. If the test passes the issue is with the way the flow is designed. If the test fails, proceed to Step 2.

   

2. Review policy error logs and identify errors in the Fullcast routing process within Salesforce.

   If…	Then…
   Errors are present	Contact Fullcast Customer Support.
   Errors are not present	Proceed to Step 3.

   

3. Navigate to Setup > Apps > App Manager > Fullcast Motion Package.

4. Click the dropdown arrow to the right and select View from the dropdown menu.

5. Check the callback URLs and remote site settings to ensure proper communication between Salesforce and Fullcast. (See Figure 3.)

   If…	Then…
   The callback URLs and remote site settings are correctly configured	Proceed to Step 6.
   The callback URLs and remote site settings are not correctly configured	Add the correct URLs and test. If the test passes, the issue is with the URLs. If the test fails, contact Fullcast Customer Support.

   

6. Naviagte to Custom Metadata Types > Fullcast Policy Settings > Manage Fullcast Policy Settings and confirm the production and sandbox IDs are correct and the fields are correctly mapped.

   If…	Then…
   The IDs are correct	Proceed to Step 7.
   The IDs are incorrect	Correct the IDs and test. If the test passes, the issue is with mismatched IDs. If the test fails, proceed to Step 7.

   

7. Access your Fullcast instance and navigate to Setup > Export-Import and review the Connections tab to confirm you’re using the latest version of the managed package.

   If…	Then…
   The latest version is installed	Proceed to Step 8.
   The latest version is not installed	Update to the latest version in a sandbox environment and test. If it is successful, the issue is with the version of the managed package installed. If it is unsuccessful, proceed to Step 8.

   

8. Access the routing policy and review your policy tags to ensure there are no mismatches causing failures.

   If…	Then…
   Policy tags match	Proceed to Step 9.
   Policy tag do not match	Correct the mismatches and test. If the test passes, the original tag structure is the problem. If the test fails, proceed to Step 9.

9. Naviaget to your routing policies and temporarily disable territory routing. This helps pinpoint whether the issue stems from territory assignments or the general policy matching.

   If…	Then…
   The policies match	Troubleshoot your territory configuration.
   The policies do not match	Correct the mismatched policies and test. If the test passes, the issue is with the territory configuration. If the test fails, proceed to Step 10.

10. Verify territory routing functionality. If the simplified policy matches, re-enable territory routing at the “All Companies” level.

    If…	Then…
    Unsuccessful	Contact Fullcast Customer Support.
    Successful	Gradually add policies at lower territory levels to pinpoint the specific territory causing the issue. If a territory is identified, then the issue is with that territory’s configuration.   If a territory is not identified to be an issue, contact Fullcast Customer Support.

Warning:

Deleted records hinder auditing, telemetry, and troubleshooting. Avoid deleting policy status records.

Sandbox Refreshes

Be aware that sandbox refreshes require significant reconfiguration, including updating URLs, connected apps, and potentially dealing with orphaned policies. Treat a refreshed sandbox environment as a new environment. Proper planning and execution of reconfiguration steps are crucial for a functional environment.

Isolate and Simplify:

Pinpoint the root cause efficiently. When troubleshooting, always simplify the scenario down to one testable component at a time. Gradually add complexity back in once the basic functionality is verified. This layered approach saves time and helps identify the exact source of the problem.