Troubleshooting Bulk Event Real-Time Sync Failures
During bulk Create, Update, or Delete operations for Salesforce objects that support Service Board real-time sync, callback Platform Events are triggered to synchronize changes with Service Board. Callback Platform Event payloads include a SOQL statement that has SELECT fields, which are the fields in the real-time sync field sets for the related object, and a WHERE condition, which defines the IDs of the created, updated, or deleted records to be synced.
Following is a sample payload for a callback Platform Event:
Select Id,CurrencyIsoCode,OwnerId,Name,ParentId,SVMXC__Preferred_Technician__c,CreatedDate,CreatedById,LastModifiedDate,LastModifiedById from Account where ID IN ('0012E00002TyvZIQAZ','0012E00002g7ue5QAA','0012E00002qPCt6QAG')
When callback Platform Events are synced to Service Board, three outcomes are possible:
• All Records Successfully Synced: One Outbound Queue record in Published status is created for the callback Platform Event, with a SOQL statement as the payload.
• All Records Failed to Sync: One Outbound Queue record in Error status that includes detailed error information is created for each record in the callback Platform Event. Additionally, one Outbound Queue record in Error status is created, with a SOQL statement as the payload.
• Partial Success: One Outbound Queue record in Error status is created for each record that failed to sync to Service Board. Additionally, one Outbound Queue record is created in Published status for the callback Platform Event, with a SOQL statement as the payload.
In cases where callback Platform Events fail to sync to Service Board, troubleshooting and resolution are needed.
To troubleshoot bulk event real-time sync failures:
1. In cases where the error log indicates that all records fail to sync to Service Board, to learn the root cause and resolve the issue, in Salesforce, on the Lightning UI Home page, in the top right corner, on the More menu, click SB Queue Outbound, and then in the Outbound Queue list view, in the top left corner, in the list, click Recent Outbound Queue - Failures.
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If the More menu does not include the SB Queue Outbound option, follow the steps in Create a Custom Object Tab to add the option for SM_SB_Queue_Outbound__c.
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2. In the list view, click the failed Outbound Queue records for each record in the callback Platform Event, and then review the detailed error messages in the Error Log to identify the root cause of the error.
3. Resolve the issues that caused the errors, and then in the Outbound Queue list view, click Retry for each failed record.
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If no Retry button is available for a failed Outbound Queue record, follow the steps in Configuring Retry Quick Actions in Lightning Experience to configure the button.
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4. In the Outbound Queue list view, select the failed Outbound Queue records for each record in the callback Platform Event, and then click Bulk Retry.
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If no Bulk Retry button is available, follow the steps in Configuring the Bulk Retry Button to configure the button.
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5. In cases where some records successfully synced but others failed, to learn the root cause and resolve the issue, in Salesforce, on the Lightning UI Home page, in the top right corner, on the More menu, click SB Queue Outbound, and then in the Outbound Queue list view, in the top left corner, in the list, click Recent Outbound Queue - Failures.
6. In the list view, click the failed Outbound Queue records for each record in the callback Platform Event, and then review the detailed error messages in the Error Log to identify the root cause of the error.
7. Resolve the issues that caused the errors, and then in the Outbound Queue list view, select the failed Outbound Queue records in the callback Platform Event and click Bulk Retry.
For more information: