Overview:
Upon clicking on the Consent Capture button on the Account detail record, the following Consent Capture Page (UI) appears:
On the Offline CRM platforms, the issue may or not be present. The reason for the discrepancy is that there is a different display logic occurring Online and Offline.
Root Cause:
There may be several different reasons for this issue to occur:
- The relevant Consent Header in use is in the Inactive status.
- The relevant Consent Header in use is in the Staged status, while the end-user is not a Consent Admin.
- The Channel Source of the relevant Consent Type(s) is populated with a non-existing Object/Field combination, or the Object/Field API names are typed incorrectly including letter case mismatching.
- The field(s) matching the Channel Source(s) defined in the Consent Type record is not populated on the Account record.
- The Country lookup values among the Consent Header, end-user, or Account records do not match.
- The Consent Type in use has a custom record type, however, this custom record type does not exist in the Multichannel Consent Object - The API names of the Record Type do not match, including letter case mismatching.
- The manually created / data loaded Multichannel Consent record(s) of the Account record are invalid. This may involve the end-user, system admin, data loading, or custom integration process in several ways. This is an issue that tends to occur in Production orgs.
Notes:
- In the event that the Consent Capture UI displays Online, but is broken offline, consider reviewing the following article: Consent Capture Screen is Blank in Offline CRM
Solution:
Points #1 and #2:
Ensure that the relevant Consent Header is Active, or in the event, the Consent Header is Staged, make sure that the Consent Admin field is accessible for the end-user, and is checked. Only Consent Admins can access Staged Consent Headers.
Point #3:
Be sure that the Channel Source of the Consent Type record is populated with the correct Object and Field API names, and letter casing is respected.
Point #4:
Ensure to populate the Channel Source(s) on the Account record. At least one field must be populated in case multiple fields are used as Channel Sources.
Point #5:
Make sure that the country values of the Consent Header, User, or Account records are matching based on the following CRM Help Documentation: Creating Consent Headers.
Point #6:
Verify that the API names of the custom record types of the Multichannel Consent and Consent Type are completely matching. The Labels of these record types do not need to match.
Point #7:
Verify that the Multichannel Consent records of the affected account meet the criteria explained in the following article: CRM Consent Capture Page is Not Displaying Consent Online. The Consent Type, and Consent Line lookups - If Consent Lines are used under the relevant Consent Header, Consent Type - are populated. Ensure to check that the Opt Type field value is populated correctly. Be sure to verify Object, Field, record access as well.
As a general solution, It is recommended to temporarily delete or expire (Expiration date) the Multichannel Consent record(s), to verify that they are the cause of the issue. The records can be restored from the Recycle Bin (They remain for 15 Days after deletion), in the event compliance is a concern.
It is also suggested to try to capture consent via the Consent Capture UI (Online and/or Offline) and compare the system-generated Multichannel Consent record(s) with the data loaded/manually created Multichannel Consent record(s). This may be executed in Production or in a (Full) Sandbox org.
The causes of incorrect Multichannel consent records may vary:
- When an end user is capable of creating Multichannel Consent records in an inappropriate way both online and offline. By creating inconsistent MC Consent records, the Consent Capture UI may be broken on any platform.
- A second scenario is that an incorrect data load or manual record creation occurs due to a human error, also involving incorrect customization, custom solutions (Custom Workflow, Custom Trigger, Process Builder, Apex job, etc.), or an improper setup custom 3rd Party integration process.
Related Documentation:
CRM Help Documentation:
Knowledgebase: