Try the following troubleshooting procedures to resolve the most common integration issues:
‘This content is blocked. Contact the site owner to fix the issue.’ error message
https://cloud8.8x8.com needs to be added a trusted URL within Salesforce. To add 8x8 as a trusted domain within Salesforce:
Go to Setup > Trusted Urls.
Whitelist cloud8.8x8.com and check mark iframe-src
Search does not return any results
Ensure the integration is Connected.
Click the Settings
icon from the top of the 8x8 Work for Salesforce integration app.If disconnected, click Connect.
Ensure correct field-level security
The 8x8 Work for Salesforce requires access to certain fields within Salesforce. To ensure correct access, see this support article.
Note
If you are a user, contact your administrator.
Ensure the correct Search Types are enabled
Search Types allows you to control what CRM Objects are searched. These can be configured within your integration settings or CRM Integration Profiles.
Note
Users can only edit Search Types if permitted by the administrator.
To access Search Types in the integration:
Click the Settings
icon from the top of the 8x8 Work for Salesforce integration app.Click Integrations.
Scroll down to the Search types.
If permitted by the admin, you can enable or disable the search types to suit your organizational needs.
A timeout error logs the agent out and/or disconnects the integration
If a timeout error logs the agent out and/or disconnects the 8x8 Work for Salesforce from Salesforce, the CRM timeout and/or token/key expiration settings must be reviewed and extended to prevent the agent session from expiring due to inactivity.
Allow pop-ups and redirects
Go to your browser settings, and search for Pop-ups and redirects.
Click Add.
Enter https://cloud8.8x8.com and Salesforce to the list of allowed sites. Chrome automatically saves these settings.
Note
This may not be required if your default settings are Allow all.
Ensure that a pop-up blocker is not preventing new tabs from opening from Salesforce.
Allow Third-Party Cookies
Go to your browser settings, and search for Third-Party Cookies.
Click Add.
Enter https://cloud8.8x8.com and Salesforce to the list of allowed sites. Chrome automatically saves these settings.
Note
This may not be required if your default settings are Allow all.
Ensure correct field-level security is set
The 8x8 Work for Salesforce requires access to certain fields within Salesforce. To ensure correct access, see this support article.
Add 8x8 to Salesforce trusted domains
https://cloud8.8x8.com needs to be added a trusted URL within Salesforce. To add 8x8 as a trusted domain within Salesforce:
Go to Setup > Trusted Urls.
Whitelist cloud8.8x8.com and check mark iframe-src.
Clear your browser cache
Your web browser's cache is possibly corrupted with invalid information.
Screen pop does not work
Ensure the integration is Connected.
Ensure the correct Search Types are enabled in you integration settings.
Ensure Inbound screen pop and Outbound screen pop are enabled in your integration settings. See About screen pop.
Ensure pop-ups and redirects are allowed.
Ensure third-party cookies are allowed.
Ensure correct field-level security is set. To ensure correct access, see this support article.
Ensure 8x8 is added as a trusted domain in Salesforce.
Clear your browser cache.