Troubleshooting Article - Records Are Not Displayed as Enrolled in Playbooks

Overview

Users may encounter an issue that records that were added to a Play are not shown as Enrolled to Playbooks in the CRM. 

Also, the Playbooks icon isn't shaded and the Playbooks field section isn't populated with a Play name.

Flowchart

Instructions

Reconnect End User to CRM

The affected user should try disconnecting their Playbooks account from CRM and reconnecting it back.

Clear Cache in Google Chrome

The user should try clearing cache, cookies and site data in Google Chrome and then log back in to Salesforce and Playbooks.

Reconnect Access User to CRM

Check if records and tasks are synced using the Access User account or End User. You may want to try switching the synchronization to the Access User and then disconnecting the Access User account from CRM and reconnecting it back.

Check CRM Configuration for the Affected User

From the Teams tab in the Playbooks Manager app, Check CRM Configuration for the user for which records are not marked as enrolled in Playbooks. There may be some errors, for example, Playbooks_Play_Completed__c field is accessible on task. Field is not visible in Task schema, which indicates that some fields are missing in your CRM or the affected user does not have read/edit access to the affected fields.
Same check should be done for the Access User.

Make Sure That the User Has Read/Edit Access to All Playbooks Fields

Check the user's permissions in Salesforce and make sure that End User and Access User have read/edit access to all of the Playbooks fields. For more information about all available Playbooks fields, refer to the article Overview of Custom and Default Fields in Salesforce and Data Synchronization 

Change the User's Profile in Salesforce to the One That Has No Issues

If the issue persists, try switching the affected user's profile in Salesforce to the profile assigned to users who do not experience the issue that records are not shown as enrolled in Playbooks. Also, you can compare the difference between the user's profile and profile for accounts that do not experience any issues.

Try Creating a New Google Profile

The affected user should try creating a new Google Profile, then log in to Playbooks (which needs to be installed again) and CRM form the new profile and try adding records to Playbooks to see if the issue persists.

Contact Support

If your issue is still not resolved, submit a support request providing the following information:

• Name of the user(s) who experience the issue
• CRM IDs and Names of the affected records
• Any additional errors you have encountered
  
  Also, you can check Task Sync Logs to see if there any errors for the records that are not marked as enrolled. If there are any errors, you can search for them within our Support Portal to see if there are known solutions.

<supportagent> Using CRM IDs, you can check the task sync logs as described in the article Issues when Syncing Data to CRM.

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