Overview
You may encounter an issue that records are unexpectedly removed from Playbooks or marked as unenrolled by Playbooks Admin in your CRM.
Flowchart
Instructions
Check If You Have Removed any Plays Recently
Check if Plays, to which records were enrolled, were removed recently. In such scenario, records will be marked as Unenrolled in CRM during synchronization.
Check If Monitor Ownership Changes Setting Is Enabled
Check if the Monitor Ownership Changes option is enabled for the affected team - in this case, if a record is reassigned to another user (owner) in Salesforce, it will be automatically removed from Playbooks.
Check Record History in Your CRM
Check history for the affected records in your CRM (e.g. you can click the Account History button in Salesforce), where you can check the criteria (e.g. Playbooks Play name) that was used to remove the record from CRM (if it was removed by a robot) and time when the record has been removed.
This information will help you to identify which robot has removed the record and why. Next, you can go to the Robots tab in the Playbooks Manager app and check the Last Run time for existing robots to identify which robot has removed the record.
Check Robots That Are Configured to Remove Records from Playbooks
If you were not able to find the robot that removed the record already (e.g. robots were executed after the record was removed - the last run time changed), review all active robots to identify which robots may have removed the corresponding records as described in the article Records Unenrolled by Playbooks Admin or Removed from Playbooks Unexpectedly. Once a record is removed, it is marked in CRM as Unenrolled.
Check Task Sync Logs
If you still haven't identified the reason why records are removed or marked as unenrolled, download task sync logs and check why the affected records (you can use CRMUIDs) were updated.
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