--- title: "Salesforce Integration: Field-Level Security Causes Call Search to Fail with Unknown" slug: "salesforce-integration-field-level-security-causes-call-search-fail" updated: 2026-05-17T17:30:47Z published: 2026-05-21T21:26:15Z canonical: "help.8x8.com/salesforce-integration-field-level-security-causes-call-search-fail" stale: true --- > ## Documentation Index > Fetch the complete documentation index at: https://help.8x8.com/llms.txt > Use this file to discover all available pages before exploring further. # Salesforce Integration: Field-Level Security Causes Call Search to Fail with Unknown ## Symptom The **Unknown** issue can have a number of causes. This article is specific to the problem caused by administrator changes to object permissions in their Salesforce org. There are two primary symptoms associated with this issue: 1. When a call is made or received, the 8x8 integration for Salesforce will display call activity, but shows **Unknown** for all phone numbers instead of matching them with a known Salesforce object, such as a Contact. ![clipboard_e9f5922ece18261e86493798da5a1c2b1.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/17942) 2. When using the **Search** tab function in the 8x8 communication panel to look for a Salesforce entry, known Salesforce objects are not discovered, and the Search pane remains blank. ![clipboard_ebba9a0754c6985fadb6fab136f389768.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/17939) ## Applies To - 8x8 Work Integration - 8x8 Contact Center Integration - Salesforce - Field-Level Security ## Cause One or more Salesforce object fields that require permission to be visible, such as the Contact **Asst. Phone** field, have been hidden from user profiles by a Salesforce administrator. Specifically, the **Field-Level Security** > **Visible** setting of a required object field has been disabled. In this case, the affected user will not be able to complete any search of Salesforce in the 8x8 communication panel. ## Resolution The Salesforce Administrator must locate and set the **Field-Level Security** of **Visible** for all of the required Salesforce object fields in the [**table**](/support/docs/salesforce-integration-field-level-security-causes-call-search-fail#8x8-salesforce-integration-supported-objects-fields) below, for any affected Salesforce user profile. The [**procedure**](/support/docs/salesforce-integration-field-level-security-causes-call-search-fail#procedure) for this is shown, below. > [!WARNING] > Important: > > It is not necessary to "un-hide" object fields (set **Field-Level Security** to **Visible**) for Salesforce profiles of users who do not have specific search types enabled in the 8x8 communication panel, under **Settings** ![clipboard_e9f9561dc35d6d80fb008d64190a9bc57.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/17934) > **Integrations** > **Salesforce**. > > **For example:** > > - If the **Phone** field is "hidden" in the **Account** object, but is Visible in **Contact**, and only Contact is enabled for search in the user's 8x8 comm panel, call recognition and Search will both succeed. > - If the **Phone** field is "hidden" in the **Account** object, but is Visible in **Contact**, and both Account and Contact are enabled for search in the user's 8x8 comm panel, call recognition and Search will both fail. > > So if users were to enable all Search Types, and even only one object field in the table below is hidden from them (**Field-Level Security** not set to **Visible**), all searches will fail. > > ![clipboard_e6bd56feda29745d21016687b335c800e.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/17945) ### 8x8 Salesforce Integration Supported Objects & Fields The following specific Object fields require **Field-Level Security** to be set to **Visible** for search to succeed: | **Object** | **Field Label** | **Field Name** | | --- | --- | --- | | **Contact** | Name Phone Mobile Home Phone Asst. Phone Other Phone Fax Email | Name Phone MobilePhone HomePhone AssistantPhone OtherPhone Fax Email | | **Lead** | Name Phone Mobile Fax Email | Name Phone MobilePhone Fax Email | | **Account** | Account Name Phone Fax | Name Phone Fax | | **Opportunity** | Opportunity Name | Name | | **Case** | Case Number | CaseNumber | ### Procedure 1. Log into Salesforce as an administrator with sufficient privileges to change object permissions. 2. Click on the gear icon at the top-right and select **Setup**. ![clipboard_ec7d57c90bb6c0ec35203b310e8c74b8d.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/17938) 3. Search for and click on **Object Manager**, under **Objects and Fields**. ![clipboard_e67d56f9763d43ec6d6326726290f2f7d.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/17940) 4. Click on the specific object you will be changing. In this example, the **Contact** object. ![clipboard_ed949513f7272a93be2dd6ddde8532e0c.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/17936) 5. In **Fields & Relationships**, click on the specific field name you will be changing. In this example, the **Asst. Phone** field. ![clipboard_e1b99e5b101f5b23eb3c890ad06985f02.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/17946) 6. Click on **View Field Accessibility**. ![clipboard_e0910cf6f4a4f014adb8203d053f3296b.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/17944) 7. In the **Field Accessibility for Field** drop-down menu, select the field you're changing. 8. Under the **Field Access** column, click on the related setting of the user profile you are changing. ![clipboard_e8f2d2f8f786f6fd940f9d50192be83b8.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/17935) - In this example, the **Hidden** link of the **Standard User** profile. In this example, our change will affect all users assigned to the Standard User profile in Salesforce. 9. Under **Field-Level Security**, check the **Visible** box (see below). 10. Click **Save** to complete the change for this specific field. 11. Complete this change for all other required fields in the [table](/support/docs/salesforce-integration-field-level-security-causes-call-search-fail#table) above. > [!NOTE] > Note: > > It isn't strictly necessary to make the field you're changing actually *visible* in the **Page Layout**: only that the *Field-Level Security* is enabled/Visible for this specific object field in this specific user profile. ![clipboard_e191358c077bbac45846e6efb1041d5b1.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/17943) 12. Alert users who were logged in to Salesforce during the change that they must log out of and back into Salesforce for the changes to take effect. 13. Finally, ensure that all users of the 8x8 integration for Salesforce have enabled the appropriate object **Search Type** settings in the 8x8 communication panel, under **Settings** ![clipboard_e9f9561dc35d6d80fb008d64190a9bc57.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/17934) > **Integrations** > **Salesforce**. ![clipboard_e7ae656a048a2501b19a5741781f270cd.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/17941)