Salesforce State and Country Pick Lists Synced by Riva

Contents:

• Setup in Salesforce.
• Setup in Riva.
• How the sync works.
• Mitigating the risk of sync errors.
• Applies to.

Setup in Salesforce

Salesforce customers can enable State and Country pick lists that enforce the use of valid values in the State and Country fields in CRM contact and lead records. The pick lists are enabled by navigating to Setup -> Data Management -> State and Country Picklists and following the procedures specified.

Important note: Ensure that all the countries and states that you want Riva to be able to sync are active and visible, including the default country and default state.

Setup in Riva

Which versions of Riva?

• In some cases, the sync process automatically detects whether the pick lists have been enabled in Salesforce.
• If they are not automatically detected, a sync error occurs, but there is an easy solution. See Fix for [Contact] Error - Error occurred updating item: [FIELD_INTEGRITY_EXCEPTION].

Either way, whether by automatic detection or by fixing the error, the sync process is now ready to sync contacts to a Salesforce instance that uses State and Country pick lists.

How the Sync Works

1. Updated contacts are identified.
2. For every contact, the sync tries to match the contents of the State and Country email fields with items on the Salesforce State and Country pick lists.
3. If there is a perfect match for both fields, the contact is updated in Salesforce.
   - or -
   If there is no perfect match for either one or both of the fields, a sync error occurs.

Mitigating the Risk of Sync Errors

To prevent a sync error when the State and Country fields in the email contact do not match perfectly any values in the Salesforce pick lists, you can configure the sync to supply default values when email contacts contain invalid country or state values.

Implementation for Riva Cloud

• Contact the Riva Success Team.

Implementation for Riva On-Premise

To make the sync supply a valid default value if the country code or state/province code in the email contact is invalid in Salesforce:

1. Determine which Riva On-Premise version is installed. If it is not at least 2.4.42.33686, upgrade Riva to the latest public release, unless a Riva staff member advises you to do otherwise.

2. Apply the following advanced options to the Salesforce connection:

   Crm.Salesforce.DefaultStateCode = [state or province]

   Crm.Salesforce.DefaultCountryCode = [country]

   For the [state or province] and [country] values, you can use the full names (for example, Alberta and Canada) or the codes (for example, AB and CA) — if the full names or codes have been defined in Salesforce.

3. In the right pane, double-click the Salesforce connection to edit it.

4. Select the Object Definition tab, and near the top, select Refresh to update the metadata.

5. Save the connection.

   Any invalid state, province, or country value in an email contact is replaced at sync time with the value specified in the advanced option. If this value is also invalid, no value is passed to Salesforce, and a sync error occurs. To fix this error, repeat steps 1 - 5; at step 2, ensure that the full names or codes you enter are the perfect matches of values in the Salesforce State and Country pick lists.

Applies to

• Riva and supported email systems.
• Riva Cloud for Salesforce.
• Riva On-Premise 2.4.36 or higher for the automatic detection of Salesforce State and Country pick lists.
• Riva On-Premise 2.4.39.24713 or higher for the fix if the automatic detection did not work.
• Riva On-Premise 2.4.42.33686 or higher for the ability to make the sync supply a valid default value.