Troubleshooting and FAQs

This comprehensive troubleshooting guide addresses common issues, questions, and solutions for the Partner Program Tiers module. Use this resource to quickly resolve problems, understand system behavior, and optimize program administration.

Common Issues and Solutions

Program Configuration Issues

Q: The "Enable Partner Program" toggle is not visible in Partner Program Tiers settings.

Possible Causes:

• User lacks Administrator permissions
• Partner Program Tiers module is not available in your Magentrix instance

Solutions:

1. Verify you have Administrator System Role or "Enable Partner Program Tiers Access" permission
2. Contact Magentrix support if the module is not available in your instance
3. Check that you're navigating to Setup > Partner Management > Partner Program Tiers

Q: I cannot select a currency when creating a program.

Possible Causes:

• Multi-currency is not enabled in your Magentrix instance
• No active currencies are configured

Solutions:

1. Navigate to Setup > Manage > Company Preferences > Company Information > Locale Settings
2. Verify "Multi-Currency Enabled" checkbox is checked
3. If not enabled, contact Magentrix support to enable multi-currency (one-time permanent configuration)
4. Once enabled, navigate to "Manage Exchange Rates & Organization Currency" to add and activate currencies
5. Ensure at least one currency is marked as Active

Q: The "Add Benefit" button is grayed out when trying to assign benefits to a program.

Possible Causes:

• No benefits exist in the benefit library
• All existing benefits are already assigned to the program

Solutions:

1. Navigate to Setup > Partner Management > Partner Program Tiers > Benefits tab
2. Check if any benefits exist in the listing
3. If no benefits exist, click "New Benefit" to create at least one benefit
4. If benefits exist but button is still grayed out, verify that you haven't already assigned all available benefits to the program
5. Create additional benefits in the library if all existing benefits are assigned

Q: I cannot change the Partner Account or Program after creating an enrollment.

Expected Behavior: This is by design. Partner Account and Program fields are locked after enrollment creation to maintain data integrity.

Solutions:

1. If you need to change the partner account, delete the enrollment and create a new one with the correct account
2. If you need to change the program, delete the enrollment and create a new enrollment in the correct program
3. Before deleting, document the partner's progress and tier status for reference
4. Communicate the change to the partner

Q: When I edit a criterion, I cannot find the "Custom" type in the Type dropdown.

Verification: Check that you're looking at the complete list of criterion types:

• Approved Deal Registrations
• Certifications
• Closed Deals
• Number of Deals Registered
• Total Revenue
• Custom (should be at bottom of list)

Solutions:

1. Scroll to the bottom of the Type dropdown to locate "Custom"
2. If "Custom" is truly missing, clear browser cache and reload
3. Try using a different browser to rule out browser-specific issues
4. Contact Magentrix support if "Custom" type is not available

Progress Calculation Issues

Q: Partner progress shows as 0% or much lower than expected.

Possible Causes:

• Primary Partner User lacks access to opportunities, leads, or course assignments
• Criterion filters exclude partner's activities
• Activities occurred outside enrollment period
• Attainment Date Field is not populated on records
• Recent recalculation has not completed

Solutions:

1. Verify Primary Partner User Access:

   • Navigate to Enrollment Details
   • Note the Primary Partner User
   • Log in as that user (or verify their permissions)
   • Check if they can see the partner's opportunities, leads, and course assignments
   • If access is insufficient, change Primary Partner User to a user with administrator-level access

2. Review Criterion Filters:

   • Navigate to Program Details > Edit
   • Click Edit on the criterion with low progress
   • Review filter logic to ensure it's not overly restrictive
   • Test filter conditions against known partner records
   • Adjust filters if they exclude valid activities

3. Check Enrollment Dates:

   • Navigate to Enrollment Details
   • Verify Enrollment Date and Expiration Date encompass expected activities
   • Check that Attainment Date Field values on records fall within enrollment period
   • Adjust enrollment dates if measurement period is incorrect

4. Verify Attainment Date Field:

   • Check that opportunities/leads have dates populated in the Attainment Date Field
   • Review criterion configuration to confirm correct field selection
   • Update records if date fields are empty

5. Trigger Manual Recalculation:

   • Navigate to Enrollment Details
   • Click "Recalculate" button
   • Wait for Last Calculated timestamp to update
   • Review progress after recalculation completes

Q: Partner progress was accurate yesterday but shows as lower today.

Possible Causes:

• Enrollment Date was changed, excluding some activities
• Criterion filters were modified to be more restrictive
• Opportunities were deleted or modified
• Primary Partner User access permissions changed

Solutions:

1. Check Program Details to see if criterion configurations changed recently
2. Review Enrollment Details to verify Enrollment Date wasn't modified
3. Verify opportunities still exist and meet filter requirements
4. Check Primary Partner User access hasn't been restricted
5. Review audit trails if available to identify what changed
6. Trigger manual recalculation to apply current configurations

Q: Revenue criterion shows lower amount than total opportunity values.

Possible Causes:

• Opportunities are in different currencies than program currency
• Filters exclude some opportunities
• Some opportunities are outside enrollment period
• Rollup Field is not the field containing revenue amounts
• Primary Partner User cannot access all opportunities

Solutions:

1. Check Currency Conversion:

   • Verify opportunities in foreign currencies are being converted
   • Navigate to Company Preferences > Currency Exchange to verify exchange rates
   • Manually calculate expected converted amounts
   • If exchange rates are wrong, update them and trigger recalculation

2. Review Opportunities:

   • Manually query opportunities for the partner account
   • Check which opportunities meet criterion filter requirements
   • Verify Attainment Date Field values fall within enrollment period
   • Confirm Close Date or Creation Date aligns with enrollment dates

3. Verify Rollup Field:

   • Navigate to Program Details > Edit criterion
   • Check that Rollup Field is the correct currency field (e.g., "Amount" not "Expected Revenue")
   • Update Rollup Field if incorrect
   • Trigger recalculation after change

4. Test Primary User Access:

   • Log in as Primary Partner User
   • Query opportunities for partner account
   • Count visible opportunities and compare to expected
   • Update Primary Partner User if access is insufficient

Q: Progress percentage shows over 100% but partner hasn't advanced tiers.

Expected Behavior: Progress over 100% is normal and indicates partner exceeds requirements for their current tier. Partner Program Tiers does not automatically advance partners.

Solutions:

1. Review progress against NEXT tier requirements (not current tier)
2. Partner must meet ALL criteria for next tier, not just one
3. Manually advance partner by editing enrollment and changing Tier field
4. Review all criteria to identify which requirements are not yet met

Q: Certifications criterion shows 0 progress even though partner completed the course.

Possible Causes:

• Training Course lookup specifies wrong course
• Course completion record doesn't meet filter requirements (e.g., Status not equals "Completed")
• Course Assignment is not associated with partner users
• Primary Partner User cannot access course assignments

Solutions:

1. Navigate to Program Details > Edit criterion
2. Verify Training Course field specifies the correct course
3. Check filter requirements (e.g., Status equals "Completed")
4. Verify partner users have completed course assignments
5. Check Primary Partner User can access course assignment records
6. Update criterion configuration if course or filters are incorrect
7. Trigger manual recalculation

Tier Advancement Issues

Q: Partner meets all requirements but hasn't been promoted to the next tier.

Solutions:

1. Navigate to Enrollment Details to verify partner truly meets ALL criteria
2. Check that partner shows 100%+ progress for every criterion (not just some)
3. Verify Custom criteria completion if program includes manual verification requirements
4. Manually advance partner:
   • Click Edit on Enrollment Details
   • Change Tier field to next tier
   • Click Save
5. Communicate tier advancement to partner

Q: I advanced a partner to a higher tier but they still see the old tier in their portal.

Possible Causes:

• Partner hasn't refreshed their browser
• Browser cache showing outdated information
• Enrollment edit wasn't saved correctly

Solutions:

1. Ask partner to refresh their browser (Ctrl+F5 or Cmd+Shift+R)
2. Ask partner to clear browser cache and reload
3. Ask partner to log out and log back in
4. Verify the enrollment shows correct tier in admin view:
   • Navigate to Enrollment Details
   • Confirm Tier field displays new tier
   • If tier still shows old value, edit enrollment again and save
5. If issue persists, contact Magentrix support

Q: Can the system automatically promote partners when they qualify?

Answer: No. Partner Program Tiers is designed to require manual tier advancement to ensure administrators maintain strategic control over partner progression. This enables:

• Verification of all requirements including qualitative criteria
• Strategic timing of advancement announcements
• Business relationship considerations beyond automated calculations
• Recognition and communication coordination

Enrollment Management Issues

Q: Partner cannot see the Partner Programs tab in their portal.

Possible Causes:

• Partner Programs tab is not added to partner-facing application
• Tab visibility is set to Hidden
• Partner is not enrolled in any program
• Partner Program Tiers module is not enabled

Solutions:

1. Verify Module is Enabled:

   • Navigate to Setup > Partner Management > Partner Program Tiers
   • Check that "Enable Partner Program" toggle is active

2. Configure Tab in Security Role:

   • Navigate to Setup > Security > Security Roles
   • Select partner user's security role
   • Click Edit > Tab Settings tab
   • Locate Partner Programs tab
   • Change visibility from "Hidden" to "On"
   • Click Save

3. Verify Partner Enrollment:

   • Navigate to Setup > Partner Management > Partner Program Tiers > Enrollments
   • Search for partner account
   • Verify active enrollment exists
   • Create enrollment if missing

4. Test Access:

   • Ask partner to log out and log back in
   • Have partner clear browser cache
   • Verify tab appears in navigation

Q: Partner is enrolled but sees no information on Partner Programs tab.

Possible Causes:

• Program is inactive
• Enrollment dates are invalid
• Data access permissions prevent visibility

Solutions:

1. Navigate to Enrollment Details for the partner
2. Verify Program is Active (not Inactive)
3. Check Enrollment Date and Expiration Date are valid
4. Verify program has at least one tier defined
5. Check that partner user can access their account records
6. Trigger manual recalculation to populate progress data

Q: Can I enroll a partner in multiple programs simultaneously?

Answer: Yes. Each partner account can have multiple enrollments in different programs. Partners enrolled in multiple programs can use the dropdown selector on the Partner Programs tab to switch between programs.

To enroll in multiple programs:

1. Create first enrollment in Program A
2. Create second enrollment in Program B (same partner account, different program)
3. Partner will see dropdown to select which program to view

Benefit Configuration Issues

Q: Benefits are displaying in wrong format (e.g., showing as number instead of percentage).

Possible Causes:

• Benefit Type configured incorrectly in benefit library
• Benefit Type doesn't match intended display format

Solutions:

1. Navigate to Setup > Partner Management > Partner Program Tiers > Benefits
2. Click the benefit name to view details
3. Check Benefit Type:
   • Percent should be used for percentage-based benefits (displays as "10%")
   • Revenue should be used for currency amounts (displays as "$5,000")
   • Yes/No should be used for binary benefits (displays as "Yes" or "No")
4. If Benefit Type is incorrect:
   • Cannot change Benefit Type after creation
   • Create new benefit with correct type
   • Assign new benefit to programs
   • Remove old benefit from programs
   • Delete old benefit from library

Q: Partners see blank values for some benefits at their tier.

Expected Behavior: Blank values indicate the benefit is not available at that tier level. This is intentional to show progressive benefit structures.

Verification:

1. Navigate to Program Details
2. Review benefit assignment section
3. Check if the tier column for that benefit is intentionally left blank
4. Blank means "benefit not available at this tier"
5. If benefit should be available, enter appropriate value and save

Recalculation Issues

Q: Last Calculated timestamp is several days old.

Possible Causes:

• No triggering events have occurred (criterion changes, enrollment changes, program currency changes)
• Automatic recalculation system issue

Solutions:

1. Normal Behavior: Recalculation only occurs when:
   • Criterion configurations change
   • Program currency changes
   • Program is activated
   • Enrollment dates change
   • Manual recalculation is triggered
2. To update progress: Click "Recalculate" button on Enrollment Details
3. If recalculation never occurs: Contact Magentrix support

Q: I changed criteria thresholds but partner progress hasn't updated.

Expected Behavior: Changes to criteria trigger recalculation within 5 minutes.

Solutions:

1. Wait 5 minutes for automatic recalculation to complete
2. Check Last Calculated timestamp to verify recalculation occurred
3. If timestamp hasn't updated after 10 minutes, trigger manual recalculation
4. Verify you clicked "Save" after modifying criteria
5. If issue persists, contact Magentrix support

Q: Manual recalculation doesn't seem to change anything.

Possible Causes:

• No underlying data has changed since last calculation
• Primary Partner User access hasn't changed
• Filters still exclude the same records

Verification:

1. Check if any opportunities, leads, or course assignments actually changed
2. Verify Primary Partner User access is now different than before
3. Review criterion filter logic to see if it now includes different records
4. If nothing changed, recalculation will produce same results
5. Manual recalculation refreshes calculation based on CURRENT data and configurations

Multi-Currency Issues

Q: Opportunities in foreign currencies don't seem to be counted correctly.

Possible Causes:

• Exchange rates not configured for opportunity currencies
• Exchange rates configured incorrectly (wrong direction or values)
• Multi-currency not enabled

Solutions:

1. Verify Multi-Currency Enabled:

   • Navigate to Setup > Manage > Company Preferences > Company Information
   • Check "Multi-Currency Enabled" checkbox is checked

2. Check Exchange Rates:

   • Click "Manage Exchange Rates & Organization Currency"
   • Verify currency for opportunities is in the list
   • Check that exchange rate is Active
   • Verify exchange rate value is correct (e.g., 1 EUR = 1.10 USD, not 1 USD = 1.10 EUR)
   • Update exchange rates if incorrect

3. Test Conversion Manually:

   • Take opportunity amount and currency
   • Apply exchange rate from currency settings
   • Compare to expected program currency amount
   • Verify calculation matches system behavior

4. Trigger Recalculation:

   • After fixing exchange rates, trigger manual recalculation
   • Verify progress updates with corrected conversion

Frequently Asked Questions

General Questions

Q: What permissions do I need to manage Partner Program Tiers?

A: You need either:

• Administrator System Role, OR
• Security Role with "Enable Partner Program Tiers Access" permission

Without these permissions, you cannot access Partner Program Tiers configuration or manage enrollments.

Q: Can I disable Partner Program Tiers after enabling it?

A: Yes. Navigate to Setup > Partner Management > Partner Program Tiers and toggle off "Enable Partner Program". However:

• Existing enrollments and data are preserved
• Partners lose visibility to Partner Programs tab
• Progress calculation stops
• You can re-enable at any time without data loss

Q: How often does the system recalculate partner progress?

A: The system uses a 5-minute delayed recalculation mechanism. Recalculation occurs 5 minutes after:

• Criterion configurations change
• Program currency changes
• Program is activated
• Enrollment dates change

Multiple changes within the 5-minute window are processed by a single recalculation job.

Administrators can also trigger manual recalculation anytime from Enrollment Details.

Q: What happens to partner data if I delete a program?

A: Deleting a program:

• Removes the program configuration permanently
• Deletes all enrollments in that program
• Removes tier and criteria definitions
• Cannot be undone

Enrollment Questions

Q: Can partners enroll themselves in programs?

A: No. Enrollment is administrator-only. Administrators manually enroll partners to maintain strategic control over program participation.

Q: What is the Primary Partner User and why is it important?

A: The Primary Partner User is the partner user whose data access permissions determine which opportunities, leads, and course assignments are included in progress calculations.

Importance:

• System queries data using this user's access permissions
• If this user has restrictive access, progress calculations will undercount activities
• Should be a user with administrator-level access within partner organization

Q: Can I change the Primary Partner User after enrollment is created?

A: Yes. Edit the enrollment and select a different active user from the partner account. Changing the Primary Partner User may affect progress calculations if the new user has different access permissions.

Q: What happens when an enrollment expires?

A: When Expiration Date passes:

• Progress calculation stops including new activities
• Partner can still view historical enrollment information
• Tier placement remains as-is unless manually changed
• Partner cannot advance tiers within expired enrollment

Criteria Questions

Q: What criterion types are available?

A: Six criterion types:

1. Total Revenue - Cumulative opportunity revenue
2. Approved Deal Registrations - Approved lead registrations
3. Closed Deals - Successfully closed opportunity count
4. Number of Deals Registered - Total deal registration volume
5. Certifications - Training course completion
6. Custom - Manual verification of qualitative requirements

Q: Can I create custom criterion types beyond the six available?

A: No. The six criterion types are fixed. However, the Custom criterion type provides flexibility for qualitative requirements that don't fit other types.

For Custom criteria:

• Set Unit of Measure (Revenue, Percent, or other)
• Define qualification requirements in criterion name/description
• Manually verify partner completion
• Manually advance tier when Custom criteria are met

Q: How do filters work with criteria?

A: Filters focus calculations on specific records that meet your requirements.

Filter Components:

1. Field - Select field from relevant object (Opportunity, Lead, Course Assignment)
2. Operator - Select comparison (equals, not equals, greater than, contains, etc.)
3. Value - Enter comparison value

Multiple Filters: Use Filter Logic field to combine conditions (e.g., "1 and 2", "1 or 2")

Common Filter Uses:

• Only count Closed Won opportunities
• Exclude internal or test opportunities
• Only count approved registrations
• Only count completed certifications

Q: Can I have different criteria for each tier?

A: No. All tiers within a program use the same criteria set. However, you set different threshold values for each criterion at each tier level.

Example:

• Criterion: Annual Partner Revenue
• Launch Threshold: $25,000
• Build Threshold: $100,000
• Scale Threshold: $500,000

Same criterion, different tier thresholds.

Benefit Questions

Q: What's the difference between Percent, Revenue, and Yes/No benefit types?

A:

• Percent: Percentage values (e.g., 5%, 10%, 15%) - used for margin uplifts, discounts
• Revenue: Currency amounts (e.g., $5,000, $20,000) - used for MDF allocations, financial rewards
• Yes/No: Binary availability (Yes or No) - used for portal access, service entitlements

Benefit Type determines display format in partner view.

Q: Can I change a benefit's type after creation?

A: No. Benefit Type cannot be changed after benefit is created.

Solution: Create a new benefit with correct type, assign to programs, remove old benefit from programs, then delete old benefit.

Q: What does a blank benefit value mean?

A: Blank benefit value means the benefit is not available at that tier level.

Example:

• MDF Allocation benefit
• Launch tier: blank (no MDF)
• Build tier: $5,000
• Scale tier: $20,000

Blank = benefit not available to that tier.

Tier Advancement Questions

Q: Why doesn't the system automatically promote partners to higher tiers?

A: Manual tier advancement is intentional to provide:

• Strategic control over partner progression
• Verification opportunity for all requirements including custom criteria
• Relationship management considerations
• Recognition and communication coordination
• Business judgment beyond automated calculations

Q: How do I know when a partner qualifies for tier advancement?

A: Monitor Enrollment Details page:

1. Check that ALL criteria show 100%+ progress
2. Verify Custom criteria completion (if program includes them)
3. Look for visual progress indicator showing qualification
4. Review criterion-by-criterion to ensure all requirements met

Q: Can I create automatic notifications when partners qualify?

A: Not currently. Automatic tier qualification notifications are planned for future enhancement.

Jump to Partner Program Tiers Checklist

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