> For the complete documentation index, see [llms.txt](https://support.sayprimer.com/primer/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.sayprimer.com/primer/primer-support-legacy/connections/setting-up-crm/salesforce-integration/troubleshooting-salesforce.md).

# Troubleshooting Salesforce

There are a few common blockers in Salesforce to check for when troubleshooting field mapping, and other functions of your Salesforce connection to Primer.

If you're building an audience and you're not seeing fields you have in Salesforce that you'd like to use as filters in Primer, there are a few common blockers in Salesforce to check for:

#### **Credentials**

It's possible the Salesforce credentials you're using to link to your Primer account don't have access to that field/all fields in Salesforce. Go into your Salesforce account and check the settings for those Salesforce users to make sure they have been granted access to all fields.

#### **Field Visibility**

If your Salesforce user credentials check out, check the field itself in Salesforce to confirm it has proper Field Level Accessibility and Field Level Security (be sure to change those settings if your field is set to "Hidden" and/or "Read-Only")

<figure><img src="https://888674264-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FGKE0Prjh2dfbNy05EsHY%2Fuploads%2FmcpqvMOAXsyRuEf43vRq%2FCleanShot%202023-02-23%20at%2013.25.32.png?alt=media&amp;token=38b6a6d8-cdfe-487f-ad63-3936bcf9a209" alt=""><figcaption></figcaption></figure>

<figure><img src="https://888674264-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FGKE0Prjh2dfbNy05EsHY%2Fuploads%2Fud9BkxuwVlMBptd3X5Rj%2FCleanShot%202023-02-23%20at%2013.26.53.png?alt=media&amp;token=9ff2be60-3e2e-4986-bf38-115d3a059205" alt=""><figcaption></figcaption></figure>

<figure><img src="https://888674264-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FGKE0Prjh2dfbNy05EsHY%2Fuploads%2F2WIYgyGhS9a3zbISO240%2FCleanShot%202023-02-23%20at%2013.28.15.png?alt=media&amp;token=da645320-c1f3-42cb-a23a-954dad1462ee" alt=""><figcaption></figcaption></figure>

#### Inability to See All Records

<figure><img src="https://888674264-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FGKE0Prjh2dfbNy05EsHY%2Fuploads%2FLLZT2DgzR9WNtrMKIgCP%2Fimage.png?alt=media&amp;token=a4c65317-4ecf-403c-bff7-3bbe2a975e74" alt=""><figcaption></figcaption></figure>

When you upload 1st party data (like Salesforce records) into Primer, the system performs an **entity matching** process. This matching ensures that the contacts in your data are accurately identified within Primer's database. The process is akin to a **quality control procedure** that verifies the validity and completeness of the data before using it for audience creation.

Lower-than-expected match rates can occur due to factors such as data quality, incomplete fields (e.g., missing emails or phone numbers), outdated records, or differences in data formats. Primer’s goal is to ensure that only verified, accurate data gets used, which may sometimes result in a smaller portion of your data matching initially.


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