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Top 10 FAQs

DemandTools & PeopleImport Network Settings

In most cases no network settings have to be adjusted in order to use the DemandTools or PeopleImport on your local computer. If you do have problems logging into the DemandTools or PeopleImport (and you can login to Salesforce using the same login ID and Password) you should provide the following information to your network administrator.

Communication:
All communication is done to the Salesforce servers (salesforce.com) and an initial authentication is done to the CRMfusion authentication servers (www.crmfusion.com and www.peopleimport.com) via SSL on port 443. If you are bypassing salesforce.com on your proxy you will have to bypass www.crmfusion.com (for DemandTools) and www.peopleimport.com (for PeopleImport) also in order to authenticate.

Proxy Settings:
Proxy settings can be accessed by selecting the “Proxy Settings” button on the login screen. These settings are global and will work for your communications to Salesforce and to the CRMfusion authentication servers.

******* ENSURE that all proxy servers and/or network/local PC firewalls (including anti-virus software) have both www.crmfusion.com and www.peopleimport.com whitelisted as trusted servers. For Windows 7 and above be sure to use the full URL INCLUDING THE www.*******

Session Settings: Your session settings for salesforce.com must be set to more than 2hrs. To modify this select Setup -> Security Controls -> Session Settings.

I keep getting the following error when trying to login to DemandTools and PeopleImport: INVALID_LOGIN: Invalid username, password, security token or user locked out I am not sure what I am doing wrong, can you help?

The problem is in fact invalid login information being sent to the Salesforce API. Any of the following could result in this error:

1. Typing an incorrect username and password (make sure Caps lock is off and that it is not just a simple typo). Also, if a token is required to login (see #3 below) ensure that it is the most recent token.

Anytime a password is changed in Salesforce, a new token is also automatically generated.

2. Entering production login info when attempting to access the sandbox or vice versa.

Check the “proxy settings” in the upper right hand portion of the login screen to see if the custom endpoint is populated and “Use Custom Endpoint” is checked (accessing a sandbox). When accessing production the “Use Custom Endpoint” should be unchecked.

Confirm the correct username and password (production vs. sandbox) is being entered. If a token is needed (see #3 below) make sure the correct token is entered (they are different in production vs. sandbox).

3. A Security Token is required to access Salesforce via the API from locations outside of your company’s Trusted Network.

Search for “security token” in Salesforce’s “Help & Training” link for more information on security tokens.

Here is some basic info:

To request a token go to set-up->my personal info->reset my security token. Salesforce.com will email you a token. Once you have the token, simply append it to the end of your Salesforce pwd when logging into DemandTools or PeopleImport (no space between the password and token).

To add your IP address to the trusted list, go to set-up->administration

set-up->security controls->network access. Adding your IP address to this list will make it so you do not need the security token when logging in from this location.

If you don’t know what your IP address is, either check your login history, or click on the following website www.ipchicken.com.

4. Your user record in Salesforce has been locked due to too many unsuccessful login attempts. If this is the case, you will need to contact another admin within your organization to unlock your user record.

***Note*** Passwords for DemandTools & PeopleImport are controlled by Salesforce as users login with their Salesforce credentials. All password resets must be done via Salesforce. New tokens are also generated by Salesforce anytime the password is reset.

Where can I get a copy of DemandTools and PeopleImport?

The most recent production versions of DemandTools and PeopleImport are available on our website, www.crmfusion.com:

DemandTools: http://www.crmfusion.com/demandtools/downloads.php

PeopleImport: http://www.crmfusion.com/peopleimport/downloads.php

Click on the appropriate link to download the software, open the folder that was downloaded, and click on either the setup.exe or setupwizard.msi and follow the prompts to install. Once the install is complete there will be an icon on your desktop for the appropriate tool. Click on this to launch the application and bring up the login screen.

To login, simply use your Salesforce username and password, and possibly a Salesforce security token if your Salesforce instance requires one for accessing the Salesforce API.

NOTE: New users may also be interested in attending one of our public training sessions. Below is more information regarding these sessions.

***Public Training Sessions for DemandTools, PeopleImport and DupeBlocker***

CRMfusion offers public training sessions to all customers & prospects at no charge for all of our tools. There is no limit to how many classes you can attend and the same class can be taken multiple times.

The class descriptions, upcoming training dates and registration links are listed on the “Today” pages of the various tools, which is typically the first page seen after logging into the particular application.

DemandTools Session information can also be accessed by going to:
http://dtblog.crmfusion.com/ 

PeopleImport Session information can also be accessed by going to:
http://piblog.crmfusion.com/ 

DupeBlocker Session information can also be accessed by going to:
http://dbblog.crmfusion.com/ 

Classes are offered 2 to 3 times a month and dates/times vary to accommodate as many time zones as possible. The schedule is posted for the current month, and the next month’s classes are posted towards the end of the current month, so if you are looking for the following month’s schedule check back towards the end of the current month.

To register for a particular class simply click on the appropriate registration link and the webinar info will be sent directly to you. When registering for a class PAY CLOSE ATTENTION TO THE TIMES. There is an option to “Show in my time zone” (just beneath the “Register for Our Webinar” and to the right of the stated meeting time).

Can I use DemandTools or PeopleImport with a Salesforce sandbox?

Yes. In order to use DemandTools or PeopleImport on a Salesforce sandbox the custom endpoint must be changed in DemandTools or PeopleImport Proxy Settings (upper right hand portion of the login screen).

Here are links to our help documentation on how to do this:

http://help.crmfusion.com/DemandTools/?pageid=Sand_Box_Settings 

http://help.crmfusion.com/PeopleImport/?pageid=Sandbox_Settings

I do not see the login screen when I launch DemandTools (it automatically logs me in when I open the application). How do I get it back?

If a user has Auto Login and Save Password enabled in DemandTools, they will no longer see the login screen upon launching the application.

The only way to get the login screen back is to run the following utility:

http://www.crmfusion.com/datafiles/loginkey.zip

It is recommended that only users who utilize the scheduled processes enable Auto Login

NOTE: DemandTools will automatically uncheck auto-login when an incorrect username or password is saved. If incorrect proxy server information is saved, the application may shut down when attempting to authenticate the license.

NOTE: To turn off the auto-login while logged into DemandTools go to Edit – Options – General Settings and uncheck the Auto-Login check box.

I got the login error: "You must have administrative rights on this account to use the tools". How do I fix this?

This error message occurs due to one of the following reasons:

1. Your Salesforce profile is not setup as an administrator according to DemandTools standards. For DemandTools to recognize your profile as an admin you must have the “view setup and configuration” & the “modify all data” permissions.

For more information on how to change Salesforce profile permissions follow this link: https://na1.salesforce.com/help/doc/en/creating_and_editing_profiles.htm

2. Your profile has the “modify all data” permission enabled but your Salesforce password has expired and a new one has not yet been entered (or created).To check this, try to login to Salesforce with the username and password being used to access DemandTools and see if you are prompted to enter a new password. If you are, go through the steps to create the new password. Then, login to DemandTools again with the new password.

3. If the information above does not account for the error then most likely it is due to a temporary Salesforce API problem, and usually resolves itself within a few minutes. Many times the very next login attempt will work.

Note: DemandTools can be configured to allow non-admin access; this is by request only.

Why do I need to create a trial when accessing production or a sandbox via DemandTools or PeopleImport?

This is normal when logging in for the first time to a production org, developer org, a new sandbox or sandboxes that have just been refreshed. Production orgs, developer orgs, sandboxes and refreshed sandboxes (refreshing a sandbox deletes the old sandbox and creates a brand new one with a new org id) all have different Salesforce organization ID’s. Our authentication process is based on the Salesforce org ID; when an org is logged into for the first time via DemandTools and/or PeopleImport, a trial needs to be created in order to authenticate on our server.

Multiple sandboxes are permitted for one production instance.

Here is a link to our help documentation regarding accessing a sandbox:
http://help.crmfusion.com/DemandTools/?pageid=Sand_Box_Settings

NOTE:  Starting with version 2.4 users can activate THEIR OWN sandboxes (link them to production, please refer to the help link above for more details).

When using the MassEffect module of DemandTools I do not see all the fields/tables that we use in Salesforce.com. What can I do?

In the MassEffect module, along the right hand side of the application there is a button called “Update Newly Added Fields”. This button will force DemandTools to reload your Salesforce.com meta data and will result in custom fields/tables appearing. This usually only has to be done if you recently added new custom fields/tables.

NOTE: This also applies to any fields that have been changed (i.e. field names/field types/visibility changes).

Other possible reasons expected fields are not shown in MassEffect (including standard fields):

Field visibility settings for those fields Ensure that all are checked as “Visible” for the DemandTools user’s Salesforce profile System Administrators can only see the fields marked as visible for their profile (cannot automatically see all fields) Fields do not have to be on the page layout but DO need to be marked as visible in Salesforce. Insert vs. Update mode Some fields/tables are only insertable and as such will only show in insert mode

"Error accessing data from salesforce" or "Object reference not set..." message with a custom endpoint for the Sandbox

These errors can occur if the API version specified in the custom endpoint does not match the endpoint that particular version of DemandTools was built on.

The login completes successfully, but “error accessing data” messages will be generated as soon as a specific module is accessed. When accessing MassEffect will get the error “Object reference not set to an instance of an object”.

The newest version of DemandTools, 2.3, is compiled in the 21.0 API, if running this version use the following endpoint:
https://test.salesforce.com/services/Soap/u/21.0

This version also includes a warning when a different endpoint is entered.

The previous production version, 2.23.07, is compiled on the 16.0 API. If running this version, either upgrade to the new version or use the following endpoint:
https://test.salesforce.com/services/Soap/u/16.0

When logging into production, DemandTools will always use the API that it was compiled with. Therefore, this is only an issue when overriding the standard API with a custom endpoint to access the Sandbox.

I am getting the error REQUEST_LIMIT_EXCEEDED, what does this mean and how can I resolve?

Every tool that integrates with Salesforce via the API uses API calls. Salesforce allots a certain number of API calls to each organization. The number of API calls allowed is based on the Salesforce edition and number of users.

If you get a “REQUEST_LIMIT_EXCEEDED” error message it means that you have exceeded the Salesforce API calls allotted to your organization in a 24hr period.

The total number of API requests for your organization can be accessed in Salesforce by going to Setup->Company Profile->Company Information. On the right you will see “API Requests, Last 24 Hours” giving you the total used and the maximum allowed.

To learn more about this please visit the help and training link in Salesforce and search on “salesforce.com API Usage Limits”.

There is also a standard report that ships with Salesforce which shows the API usage for the previous 7 days broken down by user/application. The report can be accessed from the Salesforce Reports tab -> Administrative Reports -> API Usage Last 7 Days. NOTE: Professional Edition Users will not be able to see the number of API calls available and as such cannot monitor the usage, as PE users can ONLY access the API via specific partner applications. The ability to view the API calls in “Company Information” or monitor them via the report described above are not available for PE users. PE users will need to contact Salesforce Support to obtain more information on how API calls are allocated for PE orgs.

DemandTools and PeopleImport, like all other API applications, use API calls.

By default, DemandTools processes 100 record batches per API call when performing inserts, updates and deletes. The batch size in DemandTools can be adjusted in the DemandTools Options, and can be set as high as 200.

PeopleImport processes inserts and updates in a similar fashion (batches of 100) and the batch size can also be adjusted in the PeopleImport Options.

Records are downloaded in batches of 1000, so when querying records 1 API call will be used for every 1000 records queried. For example, when searching for duplicates from 30,000 records, 30 API calls will be used. This setting CANNOT be adjusted.

Merging in Single Table Dedupe and Converting Leads in Lead to Contact and Lead to Account will use a minimum of 1 API call per group merged, or Lead converted. This is where the majority of users run into this error, especially organizations with a small number of users and LOTS of data.

NOTE: When merging in Single Table Deduplication it is highly recommended that “Use Salesforce Merge” is always checked. This calls in Salesforce’s API merge call which wraps the majority of the merging process within 1 API call. If this box is unchecked significantly more API calls will be used per group. Keep in mind that finding the duplicates and applying a Master Rule also use API calls.

How do I allow a "non-admin" user to access DemandTools?

Non-admin access to DemandTools can be enabled for an organization by request only.

It is highly recommended that users accessing DemandTools have “modify all data” checked on their profile, which is the level of access System Administrators typically have and what is required by DemandTools to see a user as an admin.

Users without “modify all data” checked on their profile will need, at a minimum, “API enabled” permissions and will be limited as to what they can and cannot do within the tool based on their profile permissions and sharing settings in Salesforce.

When the “allow non-admin” option is enabled for DemandTools a list of Salesforce User ID’s (15 or 18 digit 005XXX id’s, NOT the usernames) for all the users that require access will need to be provided to us to ensure that non-authorized users cannot log in.

This includes the id’s for those with and without “modify all data” – ALL USERS WHO REQUIRE ACCESS.

Anytime user access changes (i.e. the addition of a new or removal of an existing user), the Salesforce ID will need to be sent to us so we can add/delete from the list of authorized users.

To request that the “allow non-admin” option be enabled for your organization, please email either [email protected] or [email protected] . Be sure to include the list of authorized users with your request and the Org ID’s for which this should be enabled.

I keep getting the following error when trying to login to DemandTools and PeopleImport: "Login Error: LOGIN_MUST_USE_SECURITY_TOKEN" I am not sure what I am doing wrong, can you help?

A Security Token is required to access Salesforce via the API from locations outside of your company’s Trusted Network.

Security tokens are required whether you log in via the API or a desktop client such as Connect for Outlook , Connect Offline , Connect for Office , Connect for Lotus Notes , or the Data Loader.

You can search for “security token” in the Salesforce “Help&Training” link for more information on security tokens.

Here is some basic info:

To request a token go to set-up->my personal info->reset my security token. Salesforce.com will email you a token. Once you have the token, simply append it to the end of your Salesforce password when logging into DemandTools or PeopleImport.

To add your IP address to the trusted list, go to set-up->administration

set-up->security controls->network access. Adding your IP address to this list will make it so you do not need the security token when logging in from this location.

If you don’t know what your IP address is, either check your login history, or click on the following website www.ipchicken.com.

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