Salesforce branches help - How do you manage this at your org

@nikkic We use an API to make these modifications as well as custom formula fields in Salesforce to verify the proper Branch when Congtacts move around in Salesforce.

Hello ​@PaulaJarvis,

Do you have any documentation and additional information on what API(s) you use?
Also, are the API calls run automatically every day or do you manage them manually?

Currently, we can sync Saleforce with Docebo and the initial sync works so all contacts are coming into Docebo, and contacts are created. The problem occurs when we make any changes to the account hierarchy in Salesforce. So for example, if we change a child account to a parent account in Salesforce and do a resync, it won't bring the changes into Docebo. We get an error that states, " Branch Code already exists," and none of the contacts are updated. What it should do in Docebo is just to update the child branch to a parent but now it tries to recreate the same branch again. Therefore, the branch code is existing. We had a call with a technical solution guy from Docebo, and he was stunned to notice that the native integration in Docebo is not able to maintain the hierarchy changes coming from Salesforce.

Therefore, I would love to hear how you have solved this on your end, as we are facing major issues with the native Salesforce integration in Docebo when it comes to updating the branches for contacts.

​@Olli-Pekka Haataja Hello Olli! We built a custom API to update Branches in Docebo. We have a very simple structure in Docebo - they are either a Member or Nonmember. Child Accounts of Members are Members too and Child Accounts of Nonmembers are nonmembers too. Based on this structure they receive certain price levels.

We used to get the "Username XYZ@XYZcompany.com : Branch code already exists”.  We recently updated our API to account for additional Account “Types”, which ties directly into our Branch structure. The LMS admin also relies on an error report to ensure a seamless enrollment process for our clients.

I am not surprised that anything “native” works in Docebo. That is why we have custom APIs. We will be building another API in Q2 that accommodates when contacts are merged or change Accounts and those get updated in Docebo. Today, this process is manual and has to be comepleted daily using a Salesforce Contact History report. 

I’d be happy to screen share our structure if it would help you out. Do you have a Salesforce developer that can help with the API?

Hello ​@PaulaJarvis,

thank you for the message.

Thank you for also sharing details about the setup you have and I think we are experiencing similar issues with the native integration. In a way, I’m pleased to find someone who has found a custom fix to it, as Docebo does not have great support to provide.
We've had some hiccups here & there with the native Salesforce integration, but I wasn't expecting them to be this bad when we started to configure contacts.

The branch structure we are aiming for is not complex.
Currently, the native integration tries to push them in a very deep branch bath, which we don't want at all, and we cannot alter that.
We basically want to have a parent branch per partner company, and then the child branches are under the parent as regional sub-branches at the same sublevel. Level A is the parent branches and level B is the child branches.

Is the API call triggered from Salesforce, or is it from a 3rd party application like Zapier?
We are also thinking if we could utilize the Salesforce Connector, which is the non-out-of-the-box integration but we would love to hear first what other Docebo users might have done.

Yes, I'm trying to tackle the problem with our Salesforce developer so I can get him to join to a call.
We are located in Finland and based on your profile, you are located in Texas US, is that correct?