Troubleshooting your data
If you're looking at a report in FunnelCake and something seems incorrect with the data, there are a few ways to troubleshoot this.
There's nothing in my report
If you're an Operations user or Admin, it's likely that FunnelCake loaded with you selected as the owner by default. FunnelCake does this to provide reps and managers a streamlined experience. Contact us to set you as an Admin so that it loads with Anyone selected.
If you set the Owner filter to Anyone and still see the same issue, please contact us.
The data is out of date
FunnelCake syncs every 2 hours with Salesforce, and you see your last sync time in the bottom right of table views in every report.
If your sync time is more than 2 hours ago, please contact us.
If your change happened in the last 2 hours, you'll have to wait until the next sync.
If the change occurred and a sync has past, please follow the instructions below on how to contact us about a data error.
Check your filters
Are the filters in FunnelCake the same as the report you're running in Salesforce, i.e. the same close date range, assigned date range, or snapshot dates? Are you looking at the same owners?
Do time zones impact the data you're looking at? FunnelCake reports are run out of UTC time zone so that every user sees the same data. Salesforce reports use your user timezone. Depending on where you're located, this means things that happen near the end of day could roll over onto the next or previous day.
If you're in Pipeline Flow, the count of won/lost items are only closed since the snapshot start date and not what's been won/lost for the full time period.
If it's none of those things, please follow the instructions below on how to contact us about a data error.
Troubleshooting errors
We're always here to help – so if you're unsure about the data, please contact Support. To help speed up a resolution, the following information would be helpful:
The URL of the page you're looking at in FunnelCake. If you're in an embedded view within Salesforce, you can send us the list of filters.
If it's a single object that's not updated, the URL for that object from Salesforce.
If it's a report that's not updated, a CSV export for the Salesforce report you're looking at which includes the Account, Opportunity, Contact or Lead IDs.