--- schema_version: "1" id: 21c8ea50ad9e35b7a66dcc1e0492fd64b9f0f9262a814223c942598c5adc9b3c title: Troubleshoot Customer Acquisition Management collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/ind/264-0-0/energy_t_troubleshoot_customer_acquisition_management_292452.md canonical_url: https://help.salesforce.com/s/articleView?id=ind.energy_t_troubleshoot_customer_acquisition_management_292452.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 6bd37ae5ba6d672b5230b90e62599dae104325d82805f6ea056dfbc9b2b95a03 description: Resolve commonly encountered problems while setting up or using the Customer Acquisition Management application. For each listed problem, a workaround or a probable cause of the issue is provided. In case you do not find your issues listed on this page, or the workaround provided does not work for you, contact Salesforce Support. products: - Energy and Utilities release: "264" --- # Troubleshoot Customer Acquisition Management Resolve commonly encountered problems while setting up or using the Customer Acquisition Management application. For each listed problem, a workaround or a probable cause of the issue is provided. In case you do not find your issues listed on this page, or the workaround provided does not work for you, contact Salesforce Support. ## Initial Setup Issues This section provides solutions to issues that you may encounter during the initial setup of Customer Acquisition Management application. ### Unable to deploy profile and communities in a new org while setting up Customer Acquisition Management. An error message is displayed: `A site with the same name already exists in org` The error may be caused if there are two communities with the same URL. As communities created for Customer Acquisition Management do not have any suffixes in the URL, it may conflict with other communities in the target org with the same URL. If communities are enabled in the target org, ensure that existing communities have suffixes appended to the base URL. ### OmniScripts become unresponsive while setting up Customer Acquisition Management. The bill graph in Energy and Utilities Console may also not be visible. The error may be caused due to Lightning Web Security. To disable Lightning Web Security, follow these steps: - Click **Setup**. - In Quick Find, enter Session Settings and click **Session Settings** under **Security**. - Under **Lightning Web Security**, deselect the **Use Lightning Web Security for Lightning web components** checkbox. - Save your changes. ## Migration Issues This section provides solutions to issues that you may encounter during the migration of Customer Acquisition Management application. ### Errors due to Sites, Profiles and Sharing rules Click **Setup** and search All Sites. If there are no sites, enable the Digital Experience settings. ### An error message is displayed: `No apex named Communities Landing Found` From the master org, copy the contents of CommunitiesLandingController.apxc, CommunitiesLandingControllerTest.apxc and Communities.vfp and paste them in the target org after creating the respective files. ## Post Migration Issues This section provides the issues that you may encounter after you have completed the migration of Customer Acquisition Management application. ### FlexCards may need to be reactivated after activating OmniScripts FlexCards are sometimes deactivated after components are deployed in your org. Manually reactivate the following components for Customer Acquisition Management: - VEEConsumerOfferDetails - VEEConsumerSelectedCommodityOfferDetails - VEEConsumerTestimonial - VEEConsumerFAQ - VEEConsumerAddOnOfferDetails - VEEConsumerSelectedCommodityOfferDetails ### Refresh Platform cache job is failing - Change the namespace for your package. - Execute the following commands in an anonymous window: ``` Database.executeBatch(new vlocity_cmt.EPCFixCompiledAttributeOverrideBatchJob(), 1); ``` ``` delete [select Id from vlocity_cmt__CachedAPIResponse__c]; List productIds = new List(); for (Product2 prod : [ Select Id from Product2 where vlocity_cmt__ObjectTypeId__c != null or vlocity_cmt__ProductSpecId__c != null ]) { productIds.add(prod.Id); } Database.executeBatch(new vlocity_cmt.EPCProductAttribJSONBatchJob(productIds), 1); ``` ### Deployment of Sample Permission Sets and Permission Set Groups is failing For OmniStudio-Enabled orgs, deployment of permission sets may conflict with the existing permission sets and permission set groups related to other apps in your org. Remove the permission sets and permission set groups related to Large Account Sales Management and Utility Self Service Portal from your org, and then try deploying the permission sets for Customer Acquisition Management. ## Troubleshoot Runtime Issues Resolve common errors that occur when you run the Customer Acquisition Management app, such as missing prices, failed orders, and products that don't appear. ### Unit Prices Aren’t Shown While Running GetBasketVip Run Create Pricing Variables and Bundles job along with populate API Cache jobs in post-deployment steps. For more information, see [Run Maintenance Jobs and Refresh the Application Cache for Energy & Utilities](https://help.salesforce.com/s/articleView?id=ind.perform_post_migration_steps_on_the_target_org_cam_os_enabled.htm&release=264.0.0&type=5 "After deploying Customer Acquisition Management resources, complete these post-deployment steps on your org."). ### Premises and Service Points Aren’t Created While Running Full Flow Make sure that the unauthenticated guest user profile has edit access to the distribution region for the premise object. ### Unable to Process Basket While Creating Baskets or Getting Errors in Offer Details API This error appears when there are problems in the products configuration. Make sure that the attachments URLs in products are correct. ### While Submitting an Order This error message appears: ``` Sorry, we have encountered a technical issue. Please contact your system administrator. ``` - The JSONResult class isn’t present in the input in the Create Cart API. From **Vlocity CMT Administration** tab, check your Industries CPQ configuration Settings and set **CacheAPI.CreateCartFromContextKey** to True. For more information, see [Checking Your CPQ Configuration Settings](https://help.salesforce.com/s/articleView?id=ind.comms_checking_your_cpq_configuration_settings.htm&language=en_US) and [Response Format for Cart-Based APIs](https://help.salesforce.com/s/articleView?id=ind.comms_response_format_for_cart_based_apis.htm&language=en_US). - Make sure that the VEE unauthenticated guest users profiles object setting has Distribution Area enabled. ### Error Message Mentions Access Issues in the JSON Payload For example: ``` success":false,"result":{"success":false,"sessionKey":"c2c27bf49105e22f27e9ad4b90ad8c92","result":null,"errorCode":"INVOKE-500","error":"No calculation matrix found with name FixedPriceProducts" ``` Create a sharing rule to provide the unauthenticated guest user access to the desired component. For example, create a sharing rule to provide access to the FixedPriceProducts calc matrix. ### Launching OS Fails on the Customer Acquisition Management App The console shows an error message: ``` Refused to apply style from ‘https://camdigitalprocess.force.com/null/resource/1603954111000/newport_nds/assets/styles/vlocity-newport-design-system.min.css’; because its MIME type ('text/html') is not a supported stylesheet MIME type, and strict MIME checking is enabled ``` In the site, click **Administration** and add some text in **URL**. ![Add URL text in the Edit Experience Information window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-energy_utilities-264-0-0-production-enus/520849e5-9b41-4bae-b97b-d269cc2fce83/energy_utilities/images/cam_troubleshooting_admin_url.png) ### Currency Code Isn’t Shown on the UI of the Target Org - In **Products**, under the **Pricing** tab change the currency code. - Delete and regenerate **Cached API response** records for them. - Clear the platform cache to avoid stale cache records being picked by the Vlocity Integration Procedure (VIP). ### The Newly Added Product Doesn’t Appear in Customer Acquisition Management - From the App Launcher, search for Product, and click **Vlocity Product Designer**. To add a new product in the **Products** tab, follow the steps in [Add Product Specification to the Reference Product Model](https://help.salesforce.com/s/articleView?id=ind.energy_t_add_product_specification_to_the_reference_product_model_292855.htm&release=264.0.0&type=5 "Products are also called a product specifications in Salesforce. A specification can be a single product or a product bundle with multiple child products. All these products are derived from the object types, and therefore inherit all the fields, attributes, and layout structures from the parent object."). - If the product is listed in the **Products** tab and isn’t visible in Customer Acquisition Management, follow the steps in [Refresh Product Cache for Customer Acquisition Management](https://help.salesforce.com/s/articleView?id=ind.energy_t_refresh_product_cache_296589.htm&release=264.0.0&type=5 "The Customer Acquisition Management application uses on-platform caching to offer best-fit products and services to customers with the ability to scale with demand together with speed and reliability."). ### Calculation Matrix Returns the Wrong Rate Tier If a quote or basket shows a price from the wrong rate tier, the calculation matrix data or its cached results are out of date. - Open the calculation matrix and check that the active version has the correct tier ranges, with no gaps or overlaps between the start and end values of each row. - If you changed the matrix, delete and regenerate the **Cached API response** records, and then clear the platform cache. - If the matrix runs for unauthenticated guest users, check that a sharing rule gives the unauthenticated guest user access to it. See that the "Error message mentions access issues in the JSON Payload" section in this topic. ### Tariff Plans Don't Appear When You Add Products to a Quote If tariff plans are missing from the product list when you add products to a quote, check the product setup and the cache. - In Vlocity Product Designer, check that the tariff plan product is active, is in the price list that the quote uses, and has a price for the quote's currency. - Run the Create Pricing Variables and Bundles job and the Populate API Cache jobs. See [Run Maintenance Jobs and Refresh the Application Cache for Energy & Utilities](https://help.salesforce.com/s/articleView?id=ind.perform_post_migration_steps_on_the_target_org_cam_os_enabled.htm&release=264.0.0&type=5 "After deploying Customer Acquisition Management resources, complete these post-deployment steps on your org."). - If the product still doesn't appear, refresh the product cache. See [Refresh Product Cache for Customer Acquisition Management](https://help.salesforce.com/s/articleView?id=ind.energy_t_refresh_product_cache_296589.htm&release=264.0.0&type=5 "The Customer Acquisition Management application uses on-platform caching to offer best-fit products and services to customers with the ability to scale with demand together with speed and reliability."). ## Issue in DC APIs Try to reproduce the issue in Workbench or Postman before going to DC team. 1. In **App Launcher**, type **Vlocity CMT Administration**. 2. Under **Enable Features** , ensure that **V2 Attribute model** is disabled and **Usage Pricing** is enabled. ![Disable V2 Attribute Model and enable Usage Pricing](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-energy_utilities-264-0-0-production-enus/520849e5-9b41-4bae-b97b-d269cc2fce83/energy_utilities/images/cam_troubleshoot_cmtadmin_v2attributemodel.png) ## Page layout modification does not display the pricing on the order If the page layout modification does not display the pricing on the order, follow these steps. 1. From **Setup**, open **Object Manager**. 2. In **Order**, click **Page Layout**, then click **Page Layout Assignment**. 3. In the layout, add the fields below and save your changes: - Usage Price Total - Effective Total: Monthly Charges 4. Click **Compact Layout**, then click **New**. Optionally, you can edit an existing custom compact layout. 5. Add the new fields below and save your changes: - Usage Price Total - Effective Total: Monthly Charges 6. In **Compact Layout Assignment**, under **Primary Compact Layout**, select the updated layout from the dropdown. ![Primary Compact Layout in the Object Manager](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-energy_utilities-264-0-0-production-enus/520849e5-9b41-4bae-b97b-d269cc2fce83/energy_utilities/images/cam_troubleshoot_compact_layout_assignment.png) ## Error When Getting Personalized Quote in Digital Experience If the product offers are not listed after you click **Get Personalized Quote**, perform these steps. In the Digital Experience site, if you click **Get Personalized Quote**, enter the details and then click **Next**, the list of products should be displayed. If the requested criteria does not generate a CachedApiResponse record, it may display an error message: `Sorry, we have encountered a technical issue. Please contact your system administrator`. 1. From the App Launcher, type Omnistudio Integration, and select **OmniStudio Integration Procedures**. 2. Select the **VEE/DigitalGetBasket** Integration Procedure. 3. Open the active version of the Integration Procedure. 4. Click the **Preview** tab. 5. Click the arrow on the right side of the **Response** section. The **Debug Log**, **Errors**, **Options** sections are displayed. 6. Under the **Options** section, set `"queueableChainable"` to true.![Set "queueableChainable" to true](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-energy_utilities-264-0-0-production-enus/520849e5-9b41-4bae-b97b-d269cc2fce83/energy_utilities/images/cam_troubleshoot_queueablechainable.png) 7. Click **Execute**, then follow the steps in [Use the Reference UI for Customer Acquisition Management](https://help.salesforce.com/s/articleView?id=ind.energy_t_use_reference_ui_for_energyutilities_289926.htm&release=264.0.0&type=5 "The Customer Acquisition Management application is hosted on a digital experience site. Learn how to access the reference site and explore its basic functionality.") to get a personalized quote.