Salesforce Integration: Jotform will create a record but will not update existing record

I am using Salesforce Financial Services cloud and the forms will successfully create a record - but will not update a record -

I have used the account object and it will create an account - I have then gone back to the original integration and then changed it to find and update and it will not update the record it has just created.

I have also tried this on an existing account again to no avail.

1. Caches have been cleared
2. New forms were created
3. tried using contact object (again creates but does not update)
4. tried using Use Person account in the integration as an object

https://form.jotform.com/221406369242048

I am beginning to think that Jotform is a joke, I have tried to post answer and keep getting unauthorized access error, which means I am editing my original question.

I spent nearly 2 hours taking screenshots and pasting into the "post answer" area then pressed post answer and got the unauthorized error.

1. deleted and uninstalled oauth permission in salesforce
2. deleted all forms
3. cleared cache
4. created new form with new permissions to salesforce
5. able to create new account (exactly as per original question)
6. created new form with update if existing record

This did not update the existing record but created a new record tried on an existing account and again created a new account

1. changed email address - created new account
2. changed phone number - created new account

I have used Edge, chrome and firefox

Permissions are not selective you cannot create and then not be able to edit as far as I am aware - as there is only one option to authorise within jotform.

please explain why it does not update an existing record and for a point of record until you attempted to recreate the original error which resulted in the authentication issue, this did not create a new record

Now it creates a new record, I do not understand how - when you are not this pc, or have my account details or have my salesforce instance how you would be able to log in - it is always going to fail unless I am missing something.

feel free to explain without resorting to the standard answers that I have read so far in a lot of your responses.

1. Browsers have been changed
2. caches have been cleared
3. authentication has been reset - at administration level at salesforce
4. all forms have been deleted and remade
5. using the basic fields of name, email and phone number
6. the mapping is shown above and all fields are of the same type.

I await your response as to why after nearly 8 hours of using Jotform that describes itself as

I am still unable to get Jotform to update a single field on an existing record?

Over to you and unless the answer is actually constructive as to

1. Goto x and do Y
2. Once Y is done go to B and do C
3. Once this is done your problem is solved

I will be using formassembly to provide all things forms integration with Salesforce as your easiest online formbuilder is proving to be the most difficult formbuilder I have ever used.

Just in case the response is to use Zapier - if you look into my account you will see the integration and as far as I can tell the zapier integration will only allow the form to be one form per person for updates - i.e. it does not search for a matching record to update, you manually have to select a record for it to update and therefore this is not a good outcome

Hi Lee_Clarkson,

The submissions are transferred instantly in real-time via integrations as soon as these are received.

As I checked, your Salesforce integration is not successful and got an error of Invalid Authentication. This might be the reason why the data is not updating in salesforce.

Kindly re-integrate your salesforce and authenticate. Please let us know how it goes.

test

Please read my original question as i have had to answer via this section

Hi Lee,

Thank you for getting in touch. Based on your screenshot, you've added all the form fields in your matching criteria.

The system will be checking matching records within Salesforce based on the matching criteria that you've set. In this case, anything that you're going to change or update from any of the form fields, won't match your matching criteria. That is the reason why it is creating a new record.

Your setup for the "create or update a new record" will always end up creating a new record every time that you update any of the form fields' values.

Try to remove the field "phone number" from the matching criteria, save your integration, and then run a test submission. Update the phone number on another submission and check the result in the Salesforce dashboard.

I've run a test submission to a cloned version of your form and the Update or Create a New Record feature is working perfectly as expected.

Give it a try and let us know how it goes.

Regards,

OK, your answer may make sense to you, but to me it is as clear as mud.

Let me repeat back to you - your explanation as I understand it.

The system will be checking matching records within Salesforce based on the matching criteria that you've set. 

Matching what records? the details in the MAP OBJECT Fields? or the details in the UPDATE if an existing record is found section.

AS I do not know what section you are referring to this now leaves me more confused with this section.

In this case, anything that you're going to change or update from any of the form fields, won't match your matching criteria.

What was my matching criteria? What is a matching criteria?

Your setup for the "create or update a new record" will always end up creating a new record every time that you update any of the form fields' values.

Always create a new record if I update any of the form fields value - I do not know if I my question was poorly worded - but I want to send a form out to a customer for them to tell me what has changed - therefore if there phone number has changed - I want the form to UPDATE and not create - what you seem to be telling me is that anytime that form is sent out and the client changes a detail it will CREATE not UPDATE the record.

quite literally the opposite of what I am trying to achieve.

Try to remove the field "phone number" from the matching criteria, save your integration,

What matching criteria?

Update the phone number on another submission 

Where?, How? if the field has been removed how am I going to update it on another submission?

Your response to me literally makes no sense - you have written your response with the assumption that the other person has the same knowledge as you.

Try giving an answer like this.

I understand that you are trying to build a form that will update an existing record in salesforce.

Looking at what you have built I can see that you are going wrong

Let me explain

The Map Object field allows you to Map X to Y - this then allows Jotform to carry out the following actions when a form is submitted

Explain what happens -------

The next step of Create and Update does the following -

If you Map for example Email to Email then when the form is submitted what happens is the integration checks X to see if Y is the same if it is then X happens if it is different Y happens

The Logic works as follows - if the Map Object Field section has 1 Field then the system does this if the Map Object Field section has more than 1 field mapped then this happens.

and the same in relation to the Create and Update.

I have to admit the quality of the answers that Jotform gives needs a substantial overhaul to make it understandable to non-techy people

Please explain as above what the relevant bits do - so that I can then actively troubleshoot as currently I am clueless and your answer did not alleviate that situation.

Hello Lee,

I'm sorry you're having issues updating the existing record of your Salesforce integration. To further check the issue, could you tell us if there is any restriction on your Salesforce account? Please note that our salesforce integration can only be integrated with one list at a time. So if it's integrated into the contact then it will check the contact list. However, kindly check the guide to Salesforce duplicate checking and see if you have missed something when setting up the Salesforce integration to your form.

Give it a try and let us know how it goes.

Your response to my question asking for you to clarify your previous answer is to completely ignore my question and head off in an entirely different direction is nothing short of astounding.

TO answer your question - NO there are no restrictions on my salesforce account.

TO raise more questions -

Please note that our salesforce integration can only be integrated with one list at a time.

The context that I am taking away from this statement is that Contact is an object and since you can only choose one object on the dropdown when going through the integrate to salesforce - I am confused as to how I can connect to 2 Lists. The connection is to the account object as contact is not a thing in Financial Services Cloud on salesforce.

Do you mean that I can create 20 forms on jotforms but only ever 1 of those forms can connect to salesforce via the integration?

Why not try - giving me an answer which has a solution in the answer rather than an issue -

I want to update salesforce when a form that has been sent out comes back with a response where data has changed.

Why not tell me as per my previous response where I am going wrong and be helpful as per mry prevous comment.

Try giving an answer like this.

I understand that you are trying to build a form that will update an existing record in salesforce.

Looking at what you have built I can see that you are going wrong

Let me explain

The Map Object field allows you to Map X to Y - this then allows Jotform to carry out the following actions when a form is submitted

Explain what happens -------

The next step of Create and Update does the following -

If you Map for example Email to Email then when the form is submitted what happens is the integration checks X to see if Y is the same if it is then X happens if it is different Y happens

The Logic works as follows - if the Map Object Field section has 1 Field then the system does this if the Map Object Field section has more than 1 field mapped then this happens.

and the same in relation to the Create and Update.

I have to admit the quality of the answers that Jotform gives needs a substantial overhaul to make it understandable to non-techy people

Please explain as above what the relevant bits do - so that I can then actively troubleshoot as currently I am clueless and your answer did not alleviate that situation.

Hello Lee_Clarkson,

We apologize for any inconvenience this has caused. I checked your account and I can see that the form was deleted. If you can restore it, we'll make test on our salesforce account and see how to fix the issue. In summary, this is how Duplicate Checking works: The user fills out the form, the values are sent to Salesforce by Jotform. Jotform will be notified if Salesforce detects duplication (using the standard matching rules). If "Update Existing Entry" is selected, Jotform searches for the original record.

We look forward to your response.

I really do not know what the problem is with answering this question - it is really simple - you have the screenshots in this trail of responses, you have the screenshots of what is going wrong, and yet you still avoid providing a really simple explanation or guide.

How hard can it be for the easiest online form builder technical support to produce a written simple guide or test setup so that I can understand how on earth to get jotform to just update salesforce.

One of your previous responses suggested deleting the phone field etc.

you have quite literally avoided any aspect of providing any guidance -

why can't you just provide something like ok let's do the following?

Can you create the following form for me using the following field(s) matched to the following field(s) and integrate it into Salesforce as follows and report back to me with what happened. Then we will take the next step and see about updating the record we just created with a new form so that you can follow the steps - This would be helpful - this would actually enable us to move forward

Why can you not actually provide useful help or guidance instead of saying "We have tried it on our installation and it works great" (says the person with hundreds of hours of building forms and integrating them - we really can't understand why you can't do the same - shrugs shoulders and walks off - with you just can't help some people attitude)

However, to be honest at this point I am expecting an answer along the lines of "Well have you tried, parsing the information through a data cleansing service prior to inputting" as any request for actual guidance or a response to any question raised at all during this support session or even referencing any previous response appears to be random at best for example.

What has happened to the following question.

The system will be checking matching records within Salesforce based on the matching criteria that you've set. 

Matching what records? the details in the MAP OBJECT Fields? or the details in the UPDATE if an existing record is found section.

Hi Lee,

I need a bit of time to review your form and query. As soon as I have an update, I get back to you on this thread.

Thank you for your patience.

Thank you for waiting, Lee.

Looks like you deleted your form, so I created a form for testing purposes.

Form link- https://form.jotform.com/221432977210047

I integrated this form to our Salesforce account and tested the "Update existing record" feature and it worked as expected. Based on the test, what you select below, is what will Jotform try to locate in Salesforce and update.

I tested it this way. First submission:

Name: Jane Doe

Email: jotformtest@outlook.com

Number: 123-123

Then, I did another submission.

Name: Jane Doe

Email: test@jotform.com

Number: 000-000

All the information under Jane Doe got updated.

Please check my screencast below and see that it updated the record on the 2nd submission:

Please give this a try and let us know if you need further assistance.

Ok, your answer finally helped, i gathered what needed to be done not because of your answer but because of your screenshot.

The problem was that the "Update if an existing record is found" is not really accurately labelled and is counter-intuitive -

It should really read - "Find a record and update that record the fields mapped above"

with a little hint stating that it is best to enter just one field.

My issue was that I getting Jotform to search Salesforce for more than 1 field.

i.e.

Map Object Fields to form questions

Saleforce Jotform

Name X X

Email X Y

Phone X Y

Update if an existing account is found

Saleforce Jotform (Finds) Jotform (wants to see)

Name X X X

Email X X Y

Phone X X Y

Because it needs to match all 3 fields, and my answers in the test form were always different - Jotform created a new record.

But by only having the following

Update if an existing account is found

Saleforce Jotform (Finds)

Email X X

Jotform was then happy it had found the right record and proceeded to update the Name and Phone field.

In other words, you could have answered my support question in 1 easy sentence instead of this whole waste of my time and thread if you had just said.

"In the "Update if an existing account is found" section please only enter 1 field that you have chosen in Salesforce as being the field that jotform searches for to verify it has found the right record - may we suggest you use the email field - just ensure that the email is only assigned to 1 record in salesforce"

That is it that would have solved my whole problem in that one sentence.