To troubleshoot any issue in Salesforce, you should check the following steps:
- Verify Call Center settings provided in the customer environment. We have documented the guidelines for Call Center settings in the "Configure CTI Adapter" and "Assign Users to call center" section of the deployment guide (Deployment Guide v2.0).
- Verify custom settings provided in the customer environment. We have documented the guidelines for custom settings in the "Add configurations in custom settings" section of the deployment guide (Deployment Guide v2.0).
- Verify the connector version installed. You can see the version on the bottom of both the login and dashboard pages of our application.
- Please check the accessibility of finesse in the browser.
- Please accept SSL certificates, if haven't already.
- Please check that the extension used for login is up.
- Please check the browser console for errors.
- Please check network tabs if any API isn't working.
- Please check the logs. We have documented the guidelines for logs in the "Logs" section of the deployment guide (Agent Features v2.0).
If there is an issue in pop-up or new record creation in case of no match, please check if the following permissions are allowed:
- We need Read, Create, Edit for Account, Contact and Leads Object.
- For the Accounts object, we require Read Access and edit access for fields "Name" and "Phone".
- For the Contact object, we require Read Access and edit access for fields "lastName" and "Phone".
- For the Leads object, we require Read Access and edit access for fields "lastName", "Company" and "Phone".