Can't update records because of missing object access in Salesforce CRM

This article helps you troubleshoot and resolve issues when users can't update CRM records in Microsoft Copilot for Sales because of missing object access in Salesforce CRM.

Note

Microsoft Sales Copilot is rebranded as Microsoft Copilot for Sales in January 2024. The screenshot in this article will be updated with the new name soon.

Who is affected?

Requirement type	Description
Client app	Copilot for Sales Outlook add-in
Platform	Web and desktop clients
OS	Windows and Mac
Deployment	User managed and admin managed
CRM	Salesforce
Users	Users trying to update a CRM record from Copilot for Sales

Symptoms

When a user tries to update a CRM record from the Copilot for Sales add-in for Outlook, the following error message is displayed:

To update Salesforce, ask for edit access for this object.

Cause

The user doesn't have edit access to an object in Salesforce.

When a user tries to edit an object, Copilot for Sales checks if the user has Write access to the object in Salesforce. If the user doesn't have Write access to the object, the error message is displayed.

You can confirm if the user not having Write access to the entity is the root cause of the issue if you see the following error in the logs:

Exception thrown in VivaSalesContacts/UpdateContact -  
Microsoft.SalesProductivity.Common.Base.SPServiceException: Salesforce failed to complete task: Message: entity is deleted clientRequestId:<CLIENT REQUEST ID>-self --->  
System.Exception: {  
    "status": 400,  
    "message": "Object type contact is not supported. If you are attempting to use a custom object, be sure to append the '__c' after the entity name.  
                Please reference your WSDL or the describe call for the appropriate names\r\nclientRequestId: <CLIENT REQUEST ID>-self",  
    "error": null,  
    "source": "Salesforce.Common",  
    "errors": []  
} 

In the above error message, Object type contact is not supported indicates that the user doesn't have Write access to the Contact object.

Resolution

To resolve the issue, ensure that the user has:

• Read or write level permissions to the object that the user is trying to edit in Salesforce.
• Read or write permissions to all the fields configured for editing.

For information about object-level security, field-level security, and record-level security in Salesforce, see Control Who Sees What. You can also contact your Salesforce administrator for help with setting object permissions in profiles.

More information

If your issue is still unresolved, go to the Copilot for Sales - Microsoft Community Hub to engage with our experts.

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The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, about the performance or reliability of these products.

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