If you're logged into Intelligence360 and notice something's missing, give these troubleshooting steps a try. If the issue persists, our support team is always happy and ready to help.
Give it time (if it's new)
If the record was added in the last hour, it may still be updating and require nothing but a little time. If it has been longer than an hour, proceed to the next troubleshooting step.
"Update Now" on Individual Record
If recent changes have been made to an individual record, you can click "update now" for an immediate refresh. Click here to learn more.
Verify filters against CRM
Ensure that the filters on the Intelligence360 report match the filters in your CRM. Find the specific record that's missing and ensure that the CRM records match all the filters on the Intelligence360 report. If this report is on a dashboard, be sure to check the board level filters as well.
Check Integration Status
Check to make sure your CRM integration is not broken. A broken integration will present a red banner in your Intelligence360 instance. If you see the red banner stating that your primary integration has disconnected, click here for instructions on reconnecting.
Note: If you've recently reconnected your CRM integration, it may take time to refresh your data.
Clear the hierarchy and if you see the missing record, the issue is hierarchy related. If this is the case, proceed to the next step.
Make sure your hierarchy is up to date in your CRM, or, if you're using a custom hierarchy, it's up to date in Intelligence360. (For example, out-of-date hierarchies that are missing users can be the cause of your missing data.)
If you're using Role Hierarchy, ensure each users' role is correct in the CRM
If you're using CRM User Hierarchy, ensure the manager field is filled out for each user in the CRM
Note: If your hierarchy needs to be updated, please reach out to your Admin.
Re-sync the policy
You can skip a full sync and sync only the policy you're seeing issues with. This is much faster than a full sync and allows you to focus on the individual policy.
Settings > All Integrations > Select Integration
Select Content Settings Tab > Select a Policy
Click Full Sync Policy
You will receive a message in the top of your screen that a full sync of the policy has begun. The time a policy sync will take to complete is dependent on the amount of data the synced policy has.
If you experience further issues, please contact support.
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