Rarely will you find problems with the integration to salesforce CPQ. But if you do find problems, here are some of the first things to try.
Confirm your users' browsers allow 3rd-party cookies.
If your users are launching salesforce.com directly or through a "Communities" portal, and then from that salesforce starting point are then using the Epicor CPQ interface, these two systems must be able to share information in the user's web browser. The foundation for that sharing is allowing 3rd-party cookie use. If that is not allowed, your users may not be able to launch Epicor CPQ components from their salesforce.com session.
To ensure the correct settings, follow these steps
For Chrome
- Visit this URL in Chrome:
chrome://settings/cookies - Open the "Third Party Cookies" section.
- On that page, select either "allow third party cookies" or "block third-party cookies in incognito mode".
For Firefox
- Open the preferences by visiting this URL in Firefox
about:preferences#home - Click "Privacy and Security"
- Under "Enhanced Tracking Protection" select "Standard".
For Safari on Mac and iOS devices
- Choose Safari > Preferences
- click Privacy
- Select a “Cookies and website data” option "Always Allow"
For Microsoft Edge
- Click Settings
- Click "View Advanced Settings"
- Ensure "Don't Block Cookies" is set.
These are the simplest ways to allow the browser-side integration between salesforce and Epicor CPQ. If your corporation does not allow you to adjust these settings, consult your IT department's help desk on other options, such as allowing third-party cookies for these sites specifically, or adding these sites to your browser's "trusted sites" list.
Confirm no incomplete security settings remain in your integration user's setup.
Let's say you can successfully log in at login.salesforce.com as the integration user, manually typing those credentials into the web-based login screen. When you do log in, does salesforce ask you to complete any security measures for the account? For example, does it ask you for a cell phone number, to set up 2-factor authentication? If your company uses this (like many do), and you've filled in the "mobile phone" field on the integration user, you'll need to either...
- ...perform that step to complete 2-factor authentication for the integration user while logging in through the UI, or
- ...add the integration user to a salesforce user permission set that turns off "Two-Factor Authentication for User Interface Logins", or defines an allowable IP Range.
- A third option (simply ignoring that 2-factor setup on the integration user when prompted) is not an option: eventually an internal salesforce grace period will time out, and the integration won't work any more until you either complete the 2-factor authentication setup, or turn it off for this user.
Ensure you grant your integration user the necessary permissions
As stated in the setup instructions, we suggest you grant your integration user 2 permissions for reliability and to future-proof it for deeper integrations you may build tomorrow. Review the setup instructions to learn why we suggest you consider granting the "Password Never Expires" and "Modify All Data" permissions. Each organization is different, so work with your salesforce administrator to discuss these options.
Watch for limitations when nesting product options
Product options can be nested in a hierarchical tree, but with limitations. Watch for these problems if your product options aren't nesting the way you expect:
- Confirm your Salesforce CPQ setup is working.
First try to create a product with the same nested product options. Don't use Epicor CPQ to create the hierarchy: do it manually yourself. You may find that a product option wasn't set up correctly, or a price book entry is missing, or a currency for that product wasn't set. All those relationships have to be working within Salesforce before Epicor CPQ can automate it. - Confirm nested bundles are activated in Salesforce CPQ.
Check Setup > Installed Packages > Salesforce CPQ > Configure > Additional Settings. The 'Nested Bundles for External Configurator' checkbox should be on. - While Epicor CPQ allows unlimited levels of price item hierarchy, only the first few levels will be accepted by Salesforce CPQ versions 240 and higher. No levels will be accepted by Salesforce versions lower than 240. Learn more in the setup documents.
Review the logs in Epicor CPQ for useful information
If Epicor CPQ encounters errors during any salesforce integration, the APEX error message is written to the Epicor CPQ log for administrators to see, as well as in the log on the quote itself for your users to see, as in the example below. This screenshot shows the Epicor CPQ page within the salesforce UI of our standard CRM integration, the history log visible after this user clicked "submit" on their quote, and a salesforce APEX error message within that history log.
