FAQs about Syncplicity for Salesforce

The following are answers to frequently asked questions about Syncplicity for Salesforce.

How can we use Syncplicity for Salesforce?

Your organization can use Syncplicity for Salesforce provided your organization is a Syncplicity cloud or Enterprise customer. Currently the feature has restricted availability (RA). RA is the phase when a release is distributed to a limited number of customers, selected by Axway, before general availability (GA). An RA release can be deployed in a production environment. An RA release must be replaced by a GA release once the GA release becomes available.

What are the limitations of RA?

  • Syncplicity for Salesforce works with storage in the Syncplicity public cloud only.
  • Cannot access Syncplicity folders in Salesforce from Syncplicity desktop and mobile applications and the Outlook Add-in.
  • The My Syncplicity online file browser only can display up to 10,000 subfolders of one folder.
  • Up to 250,000 Salesforce objects can be synchronized with Syncplicity.
  • A search returns a maximum of 500 results.
  • By default all Salesforce users have read access to all Salesforce objects in Syncplicity.
  • To access Syncplicity files in the Salesforce mobile app, the following applies if you have an iOS device and your organization has single sign-on authentication. You first must log on to the Syncplicity Panel in a browser before you can access the panel in the mobile app.
  • Popular browsers only support three video file types for streaming: MP4, OGG and WEBM. See Manage files for details.

What type of Salesforce license does Syncplicity for Salesforce support?

Syncplicity for Salesforce supports Salesforce Enterprise, Unlimited and Performance editions.

Does Syncplicity support custom objects?

Yes, the Syncplicity Panel user interface supports Salesforce custom objects.

What are the folders with .files in Syncplicity for Salesforce?

In Syncplicity for Salesforce, .files is appended to the names of folders where users can add files or subfolders for records in Salesforce. Permissions for .files folders are based on the user access rights to the record in Salesforce.

If a user renames a folder in Syncplicity, what happens to the respective Salesforce record?

You cannot rename the .files folders in Syncplicity. However, you can rename any subfolder of a .files folder. When renamed, the subfolder is synchronized with the Syncplicity Panel in the corresponding Salesforce record.

How does Syncplicity for Salesforce work on mobile devices?

Your Salesforce administrator sets up access to the Syncplicity Panel in the Salesforce mobile app using the quick action button in a Salesforce record. Salesforce users can access Syncplicity for Salesforce by tapping on the quick action button in the Salesforce record on their mobile devices.

What restrictions can an administrator place on Salesforce content in Syncplicity?

Your Syncplicity administrator can place the usual file and folder sharing restrictions on the Salesforce content in Syncplicity. 

Can I customize the Syncplicity for Salesforce integration?

Your Salesforce administrator can customize using the Syncplicity settings page of the Syncplicity for Salesforce integration. The following customization is supported:

  • Naming the root folder under which all the folders for Salesforce records are created and maintained
  • Defining folder hierarchy for Salesforce records
  • Scheduling the synchronization process for Salesforce user access rights with Syncplicity folders

How can I tell if my version of Syncplicity for Salesforce is up to date?

Your Salesforce administrator is notified when there are updates to the Syncplicity for Salesforce package. An administrator can upgrade the package to the latest release. Users immediately get access to the latest features and fixes.

As an administrator, do I need a Syncplicity service account or a dedicated API user to connect?

Yes, you need a Syncplicity service account or a dedicated application programming interface (API) user account to connect to Syncplicity for Salesforce. A service account is a tenant administrator who also can browse folders in the the web interface.  A dedicated API user only can make API calls. 

As an administrator, can I revoke a user's access to the Syncplicity Panel?

If a Salesforce user does not use the Syncplicity Panel for 21 days, their access expires, requiring them to log on to the panel again in Salesforce. However, an administrator can revoke a user's access on the Manage Device page for the user in My Syncplicity. See Using the Syncplicity Manage Devices page.

Why can't I see the Salesforce parent folder in My Syncplicity OFB when I log on with service account?

By default the Salesforce root folder is available for end users in both the Syncplicity Panel and the My Syncplicity online file browser (OFB). However, to access this folder as an administrator in the OFB, you must share the Salesforce root folder with the service account. See the first three steps in Managing your company's folders.



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