FAQ

🔒 Access & visibility

Why can't I see a record I know exists?

Most likely a sharing rule doesn't grant you access. Check in this order:

1. Are you the owner? If no…
2. Are you above the owner in the role hierarchy? If no…
3. Are you on the account team? If no…
4. Does a sharing rule apply (e.g., region, tier)? If no…
5. Does your profile have View All? If no…

→ You won't see it. Ask the owner or your admin to add you to the account team or expand the sharing rule.

Why is a field grey / read-only?

Three possibilities:

• Field-level security restricts edit on your profile → ask admin.
• The record is locked in an approval process → wait or recall.
• A validation rule is preventing the change → look for an inline error message.

I have admin access in another tenant — why not here?

Profiles and permissions are per tenant. You need an admin to grant you the System Administrator profile in this tenant.

Why does the AI Copilot say "I can't find that record"?

The Copilot respects your sharing — if you can't see it, neither can it. Verify the record exists and check sharing.

📈 Records & data

I created a lead but it's assigned to someone else — why?

A lead assignment rule matched. Check the rule at Setup → Lead Settings → Assignment Rules. The default behaviour is to assign to the rep matching the lead's region/territory.

My opportunity won't move to Closed Won.

Three blockers, in order:

1. Required fields missing (Close Date, Amount, Won Reason).
2. Approval required — amount > $500K triggers discount approval; it must be granted first.
3. Validation rule — e.g., "Must have a primary contact role".

Why did my opportunity skip back to a previous stage?

Likely a rejected approval. Check the Approval History section on the opportunity.

Where do deleted records go?

To the Recycle Bin for 30 days. Restore from Setup → Recycle Bin. After 30 days they're purged permanently (logged in audit).

My import says "0 rows imported" — why?

Common causes:

• External ID column not set as the matching key but conflict mode is Update only.
• Picklist values in the CSV don't match the defined values.
• Required field missing.
• Owner email doesn't match any user.

The dry-run report tells you which row failed and why. Always dry-run first.

⚙️ Automation

My workflow / flow didn't fire — why?

Check in order:

1. Is the rule Active?
2. Does the record actually match the condition at the time of save?
3. Did a validation rule block the save before the workflow could fire?
4. Did a prior workflow change the record so the condition no longer matched?
5. Workflows re-evaluate up to 5 times — beyond that, the cascade stops.

The Process Monitor (Setup → Process Monitor) shows the last 24 hours of automation runs with success/failure.

My SLA clock isn't running.

Check:

• The case is in an open status (not Resolved / Closed).
• Business hours are configured.
• The case's priority has an SLA defined.

Cases without a priority get the default SLA; if none is set, no clock runs.

Auto-numbering jumped (e.g., from #1234 to #1267).

Normal. Sequences reserve numbers in batches for performance; gaps occur when records are deleted, validation fails after a save attempt, or batches are abandoned. The sequence is monotonic, not contiguous.

🤖 AI Copilot

The Copilot's answer is wrong / outdated.

Three causes:

• Stale knowledge base — re-index at Setup → AI → Knowledge Bases → Refresh.
• Outdated source document — the cited article needs updating.
• Prompt could be tighter — for custom skills, refine the prompt; for built-in skills, file a feedback report via the thumbs-down button.

The Copilot won't answer about a specific customer.

Two possibilities:

• Sharing — you can't see records for that customer.
• AI redaction rule — admins can block the Copilot from referencing flagged accounts (e.g., VIP, in litigation). The Copilot says so explicitly.

Why are AI responses slow today?

Check the AI dashboard (Setup → AI → Health). Common causes: upstream LLM provider latency, knowledge-base re-indexing in progress, or rate-limit throttling.

📊 Reports & dashboards

My report shows fewer records than I expect.

Sharing. Reports respect record visibility — you see only what you can see. A rep running the company pipeline report sees only their own opportunities.

A dashboard tile is empty.

Check:

• The tile's filter — too restrictive?
• The underlying cube refresh — overdue?
• Your profile permissions for the source object.

I changed a field on a record — when will the dashboard update?

Most tiles use cubes with incremental refresh every few minutes. Force a refresh from the dashboard's ⟳ Refresh button.

Why can't I add a custom field to a report?

The field must be enabled for reporting in the field definition. Ask your admin to flip the Available in Reports toggle.

🔌 Integrations

My email isn't logging.

Check:

• The Gmail / Outlook connector is connected (Settings → Email).
• The email is to/from a known contact (matched by email).
• The sender/recipient email isn't on your excluded list.

My DocuSign envelope isn't updating the contract.

Check the DocuSign integration log (Setup → Integrations → DocuSign → Activity). Webhook delivery from DocuSign may be retrying.

Stripe says customer X exists; HotCRM says no.

Stripe matches HotCRM accounts by email or external ID. If neither matches, no link is made. Add the external ID manually or use the Stripe Sync → Re-link action.

🚀 Performance

Pages are loading slowly.

Check:

• Network — is your VPN routing through a slow region?
• List view size — try filtering to <500 rows.
• Custom widgets — disable temporarily to isolate.
• Browser — clear cache; we recommend Chrome / Edge / Safari / Firefox latest.

If persistent, check the status page for incidents.

I'm hitting an API rate limit.

See Performance & Limits for the matrix. Common causes: a tight integration loop without back-off. Add exponential back-off and respect the Retry-After header.

👥 Users & licences

How do I disable a user?

Setup → Users → [user] → Deactivate. Their records are reassigned per the deactivation wizard. Don't delete users — it breaks history.

Can a user have two profiles?

No. Use permission sets to grant extras on top of the base profile.

Can a user belong to multiple roles?

No — one role per user. Use public groups for cross-cutting sharing.

🛟 Still stuck?

• Search this site (/ from any docs page).
• Check the Glossary.
• Ask your CRM admin.
• File an issue at GitHub.