Call Disposition Results Are Not Linked to Salesforce

Overview

You may encounter a problem that call disposition results are not linking to Salesforces, while the calls are dispositioned in Playbooks properly.

Solution

This issue may happen if the fields in the corresponding Disposition set in Playbooks do not match the required field values in the Validation Rule configured in Salesforce.

Your Admin or Manager should do the following:

1. Check the Task sync logs to confirm that the issue is related to validation rules - there should be an error similar to the following one:
   "code":"bad_request","status":400,"detail":"Service returned Bad Request (400) error","meta":{"body":"{\"Reason\":\"Bad Request\",\"Message\":\"[{\\\"message\\\":\\\"<Error Message Description like Certain Field is required for a specific Record type>.\\\",\\\"errorCode\\\":\\\"FIELD_CUSTOM_VALIDATION_EXCEPTION 
   
   
2. Change the fields configured for the Disposition set in Playbooks to match the requirements of the Validation Rule or change the validation rules in your CRM (to match the fields that are created for disposition records by Playbooks).
   Detailed information on how to change a disposition set can be found in the article Call Tasks and Dispositions Are Not Linking to Salesforce After Creating a Validation Rule.