Overview:
Users encounter an error message, 'entity is deleted,' when attempting to sync Calls online.
Root Cause:
This error arises because the Entity_Reference_Id_vod field on the Call record still points to the unique identifier of the original Account that was deleted. The system can no longer find this 'deleted' entity. This can happen in two primary scenarios:
- Account Deletion: The original Account associated with the Call has been deleted. In this case, the system cannot find the referenced entity.
- Account Merge: The original Account associated with the Call was the losing Account in an Account Merge. If the user also lacks 'Read' access to the Account_Merge_History_vod Object and its fields, the system cannot correctly identify and associate the Call with the winning Account from the merge history.
Solution:
The solution depends on the root cause:
- If the Account was deleted: The deleted Account would need to be undeleted in the CRM system for the Call to sync successfully. If the Account has been purged from the system, submit a Support Ticket for additional assistance.
- If the Account was merged: The user needs 'Read' access to the Account_Merge_History_vod Object and an active VMobile Object Configuration (VMOC) for this object. This will enable the system to access the merge history and correctly associate the Call with the surviving Account. The active VMOC ensures the mobile application can properly retrieve and utilize this merge history during synchronization.
Related Documentation:
CRM Help Documentation: Merging Duplicate Account or Contact-Related Records