Understanding the Problem

A community member asked about an issue with a customer journey in Journey Builder. The journey was supposed to populate based on an event being created or edited and its related lead meeting certain criteria. However, the journey was not populating as expected.

The community member had checked the following: the MC integration user profile had access to the Record Types and Fields, there were no spelling errors, and there had been no changes to the journey in MC or the criteria in SFDC since May 25th.

Investigating the Cause

When investigating this issue, it’s essential to consider the Salesforce entry event configuration. The community member confirmed that they were using a Salesforce entry event, and the Event was the primary object, with the lead as the related object in the entry event.

The root cause of the issue may be related to the Salesforce entry event configuration or Apex/Flows in Salesforce. Since the journey was working previously and is now not, it’s possible that there is an issue with the flows or Apex in Salesforce that is preventing the journey from populating.

Lesley Higgins suggested that the issue might be related to flows or Apex in Salesforce and recommended opening a case to get better logs.

Troubleshooting Steps

To troubleshoot this issue, follow these steps:

Debugging Salesforce Entry Events

1. Check the Salesforce entry event configuration
2. Verify that the Event is the primary object and the lead is the related object
3. Check for any changes to the journey in MC or the criteria in SFDC
4. Investigate any potential issues with flows or Apex in Salesforce

By following these steps, you should be able to identify and resolve the issue with your Salesforce entry event in Journey Builder.

Prevention and Next Steps

To prevent similar issues in the future, make sure to regularly review your Salesforce entry event configuration and Apex/Flows in Salesforce.

Heads up: If you’re still having trouble resolving the issue, consider opening a case with Salesforce support to get more detailed logs and assistance.

Troubleshooting Checklist

• Check the Salesforce entry event configuration
• Verify that the Event is the primary object and the lead is the related object
• Check for any changes to the journey in MC or the criteria in SFDC
• Investigate any potential issues with flows or Apex in Salesforce
• Regularly review your Salesforce entry event configuration and Apex/Flows in Salesforce
• Consider opening a case with Salesforce support if needed

What is a Salesforce entry event?

A Salesforce entry event is a type of event in Journey Builder that triggers a journey based on a specific event in Salesforce.

How do I troubleshoot a Salesforce entry event issue?

To troubleshoot a Salesforce entry event issue, check the Salesforce entry event configuration, verify that the Event is the primary object and the lead is the related object, and investigate any potential issues with flows or Apex in Salesforce.

What are some common causes of Salesforce entry event issues?

Common causes of Salesforce entry event issues include incorrect configuration, changes to the journey in MC or the criteria in SFDC, and issues with flows or Apex in Salesforce.

How do I prevent Salesforce entry event issues in the future?

To prevent Salesforce entry event issues in the future, regularly review your Salesforce entry event configuration and Apex/Flows in Salesforce, and make sure to test your journeys thoroughly.