For anyone else using the Salesforce Managed Package to sync between Ti and Salesforce, we are seeing that learners that are made on Ti, Ti is trying to sync those learners to contacts that don’t exist in Salesforce.
I’m curious if anyone else is dealing with this and what your solution is? Our CRM team doesn’t want to manage the false users constantly after every sync. How is everyone else managing it?
Our IT team had a hard time with the syncing piece, sending over thousands of rows of data per day. I don’t have all the details, but they ended up turning the sync off. We can create users from SF into TI by pushing them through, but no syncing of data after that. Our admin users didn’t notice.
We’re working through this now and have run into multiple issues due to the odd way the managed package is implemented. Ultimately, it looks like we’re going to setup a “catch all” SF account for the sync job to drop users into that don’t have an existing contact match in SFDC. Also, if a single user in TI has a value populated for SF Contact ID that is incorrect or improper format it will not process the entire sync. It could be the last user in the list of thousands but it will not sync the thousands and drop the last user it, it will fail the entire sync.
We are considering using the connection to just send completion data for courses and live sessions to Salesforce. I know this post is 4 months ago, but I wanted to check and see if you had solved these issues? I don’t want to move on this if it is more trouble than it is worth.
We’ve actually had a good experience with the SF managed package. We do have a catch-all account to catch users who don’t have SF accounts yet, so never had Ti trying to connect people to contacts that don’t exist. And for us, the number of unknown contacts who then need to be added to an existing/new account has been very manageable.
The trickiest/most challenging part is that we match on email and sometimes people use different emails in different places, so the same person ends up with multiple contact accounts that we merge. But we are streamlining our onboarding process to shrink this issue and hope that + SSO will make the accidental creation of duplicate accounts nearly non-existent.
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