Q - What triggers the sync to DSS?
A - Marking the field DSS Sync: "Sync to DSS" will record for syncing to DSS. This field is found on the Session, Case and Contact.
Q - Can I specify a unique record ID on the Contact to sync to the DSS Client Code field?
A -When syncing to DSS, DSS does not auto create a client id for the client. Therefore you can set a unique ID for a client using the Internal ID field in Salesforce. If the internal ID field is blank, the sync will use the Salesforce 18 digit Record id of that contact as the client ID when syncing.
Q - Why are the system login credentials not being accepted?
A - If the password contains an ampersand "&", it needs to be replaced with "amp;".
Q - Why is there no reference data being synced from DSS?
A - Please check if you have open and current Program Activities. If not, please contact your Grant Manager.
Q - How do I add more values to the Contact picklist fields for Ancestry, Main Language Spoke at Home, and Country of Birth?
A - The picklist values for these 3 fields on the contact are synced from DSS values. In order to add more options to those dropdown lists, you must add them first in DSS, then go into ProntoCase Settings>DSS Integration and press the Sync Reference Data button.
Q - How often does the Sync to DSS happen?
A - The Frequency of the sync is determined in the ProntoCase Settings tab>DSS Integration>Sync Settings. The sync is based on a preset periodic sync that can be set on every hour, on every half hour or on every 10mins of the hour.
Q - Where can you add a Referral for a Client?
A - The Referral Lives under Client Case>Session>Session Participant>Referral
Q - How do I included Confidential Notes on a Referral Object?
A - After creating (saving) a Referral, there is a Related List called Confidential Notes. These notes can only be seen by those who created the Note, and those who sit higher up on the Staff Hierarchy set up in Salesforce.
Q - Why doesn't the Session Participant automatically load when I click on the Close Case button?
A - This process is currently unavailable using Lightning. If you click the Switch to Salesforce Classic button located at the top right corner of your screen under your name you should be able to complete this process.
Q - What is the difference between the New button on the Client Assessment related list and the New Client Assessment button located at the top right corner of the Session Participant page?
A - The New button on the related list creates one individual record at a time for the Client Assessment, whereas the New Client Assessment button creates both the Client Goals and Client Circumstances record at once.
Common Errors when Syncing with DSS
"Session Participant is excluded" - The [Session Participant] (under [Session]) has a blank value in {Participation Code}
"Client is excluded from sync" - The [Contact] field {Consent to Provide Details} has not been checked, or another mandatory field on the [Contact] has not been filled in.
"Time cannot be sent for the Activity and Service Type." - The [Session] has a value in the field {Total Duration (min)} however your DSS Service type is not set up to receive a value for Time. Remove the number from Salesforce and sync again.
"XXX is a required field. Please provide an answer." The field name in "XXX" is blank on your Salesforce record and must have a value before it can be synced to DSS.
"Postcode value must be less than or equal 4 characters". On the [Contact] you must enter a post code in the Mailing Address field.
"[cvc-datatype-valid.1.2.1: '' is not a valid value for 'integer'., cvc-type.3.1.3: The value '' of element 'ns2:ServiceTypeId' is not valid.]" - The {Service Type} on the [Session] is a compulsory field, but has been left blank.