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Navigation: Admin Pages > Tools > Server Process Management

Salesforce Sync

The Salesforce Sync tab on the Server Process Management page is where you enable, disable, and monitor the synchronization process. Navigate to Admin > Tools > Server Process Management and click the Salesforce Sync tab. The Salesforce Sync page has three sections: Sync Process Controls, Outbound Queue, and Inbound Queue.

salesforce-sync-tab

Sync Process Controls

The top of the page displays the current sync process status along with independent controls for each sync direction:

Outbound to Salesforce — Controls whether changes made in iService are synced to Salesforce.

Inbound from Salesforce — Controls whether changes made in Salesforce are synced to iService.

These two directions operate independently. You can enable outbound sync while leaving inbound disabled, or vice versa. This gives you granular control during initial setup or troubleshooting — for example, you might enable only inbound sync first to pull Salesforce data into iService before turning on outbound.

Important: When a sync direction is disabled, iService will not queue new records for that direction, and any records already queued will not be processed until sync is re-enabled.

Process Status Summary

The status area shows at-a-glance information for the sync process:

#	Column	Description
1	Status	An switch indicating whether the sync process is active or stopped. Turn the switch on to enable sync.
2	Queue	The sync directions currently enabled (e.g., "Outbound to Salesforce" and/or "Inbound from Salesforce").
3	Last Process Time	How recently the sync process last ran. The sync process runs automatically every 2 minutes. Displays separate timestamps for the seed check and the record processing.
4	Last Process Status	Indicates whether the last attempt to sync records succeeded or failed.
5	Successful Sync Records	A rolling daily summary showing the number of records processed successfully for each queue. These counters reset at midnight.
6	Failed Sync Records	A rolling daily summary showing the number of records that failed processing for each queue. These counters reset at midnight.

Sync Queue Tabs

Below the status summary, two tabs display the pending and recently processed sync records:

Outbound to Salesforce — Shows changes made in iService that are waiting to be sent to Salesforce.

Inbound from Salesforce — Shows changes detected in Salesforce that are waiting to be applied in iService.

Both tabs display the same column layout and behave identically.

Each queue tab displays a table with the following columns:

#	Column	Description
1	Last Attempt	The date and time of the most recent sync attempt for this record.
2	Queue ID	A unique identifier for the sync queue entry.
3	Record ID	The iService record ID (e.g., a Contact ID) associated with this sync entry.
4	Record Type	The Salesforce object type — Account, Contact, or Case.
5	Sync Status	The current state of the sync record: In Queue (waiting to be processed), Success (synced successfully), or Failed (sync encountered an error).
6	Failures	The number of failed sync attempts for this record. A record that fails will be retried on subsequent sync cycles.
7	Last Error	The error message from the most recent failed attempt, if any. Use this to diagnose sync issues such as field validation errors or permission problems in Salesforce.

Sync Errors Tabs

Sync errors are displayed in the Sync Errors tab with a badge that shows the number of errors.

#	Column	Description
1	Last Attempt	The date and time of the most recent sync attempt for this record.
2	Queue ID	A unique identifier for the sync queue entry.
3	Record ID	The iService record ID (e.g., a Contact ID) associated with this sync entry.
4	Record Type	The Salesforce object type — Account, Contact, or Case.
5	Failures	The number of times the sync process failed for the record. Some errors are permanent and do not retry.
6	Last Error	The error reported on the sync record.
7	Clear Errors	Click this button to remove the errors from the table.

How the Sync Cycle Works

1.A mapped field changes in iService (or Salesforce, for inbound sync).

2.iService creates a sync queue record containing the record ID, record type, and all currently mapped field values.

3.Every 2 minutes, the sync process runs automatically and processes all queued records.

4.For each record, iService sends the mapped field values to the target system in the direction configured on the Manage Salesforce Mappings page (see Section 2).

5.Successfully synced records are cleared from the queue. Failed records remain in the queue with an incremented failure count and the error details recorded in the Last Error column.

Troubleshooting Sync Issues

Symptom	Likely Cause	Resolution
Records stay "In Queue" indefinitely	Sync process may be disabled	Verify that the appropriate sync direction is enabled at the top of the page.
High failure count on a record	Field validation error or permission issue in Salesforce	Check the Last Error column for the specific error message. Common causes include required fields missing in Salesforce, field-level security restrictions, or API limits exceeded.
No records appearing in the queue	No mapped fields have changed, or object sync is disabled	Confirm that the relevant object is enabled on the Manage Salesforce Mappings page and that at least one field is mapped.
Activity counters show 0 all day	Sync is running but no changes have occurred	This is normal if no mapped fields have been modified since midnight.

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iService User Guide

Salesforce Sync

Process Status Summary