Below are some of the most common questions we receive about Matchforce.
Why does my agency have two account records?
Every agency has at least two account records. One is your Agency account record and one is your Agency Location account record. You can find your Agency account record by clicking into the Accounts tab, and changing the list view to, “My Agency.”
Why did my agency’s data not migrate into Matchforce?
There are no known instances of agency data not migrating into Matchforce. Please ensure that you are looking for your data on a list view other than Recently Viewed or utilizing the Search bar. Note: Older Communication Log entries will be found in the Activities on the Contact record.
Why do I get an error when I try to merge duplicates in Matchforce?
In order to be able to merge duplicates, you need to have the Agency Administrator Matchforce Profile, Contact Merging permission, and be the owner of both records to be merged. If one or more of the participants have been added to TheApp, the National IT team will need to complete the merge for you. Please submit the merge request along with the “winning” values as an incident in SolarWinds. More information about Contact Merging can be found here.
How do I upload data into Matchforce?
The National IT team will be providing instructions for how to do this by March 8, 2019.
How do I keep my reports and dashboards private from other agencies?
Before creating any new reports or dashboards, you should create a new folder to store them in. This will allow you to keep your reports and dashboards private from other BBBS agencies. This folder can then be shared with others at your agency. If you save reports and dashboards in a public folder, all other BBBS agencies will have access to them.
Why can I not view confidential records in Matchforce?
Accessing confidential records in Matchforce of which you are not set as the record owner is controlled by the Matchforce Group you are assigned. You can learn more about Matchforce Groups and general Matchforce rights and permissions here.
Why can I NOT move a pending match to Not Approved?
When a Pending Match is moved to Not Approved, the associated enrollments will automatically move back to RTBM. New requirements for moving an enrollment to RTBM have been added periodically in order to align with the updated Standards of Practice. If receiving an error, it is likely one or more of these requirements are missing on an enrollment that was moved through to RTBM prior to the changes. You will receive the error until the additional information is entered on the record(s).
NOTE: This also applies to matches moving from Pending Closure back to Active. The system will be looking for all requirements needed to make a match Active as it would from Pending to Active.
When are surveys created and closed in Matchforce?
This article explains the timing around when surveys are created and closed on Matchforce.
When are automated emails from Matchforce sent?
Automated emails are sent out of Matchforce when specific trigger events occur. The System Automation section of the Matchforce User Guide explains the exact events that trigger each automated email.
Who can create and view Quality Assurance records?
Only staff with Quality Assurance permissions can create or view QA records. Click here to learn more about Matchforce permission sets.
Can automated emails be sent in Spanish as well as English?
As of right now, only the RPI survey can be sent in Spanish. To create the Spanish version of the RPI, please ensure the “RPI Language” field on the P/G contact record is set to Spanish prior to creating the survey.
How can I see samples of the automated emails sent from Matchforce?
Samples of the automated emails can be found here.
How will I know when a contact has come into Matchforce via an online inquiry?
All contact records that come into Matchforce via online inquiries will be assigned the owner Web Forms Guest User. A preset list view is available to you under the Contacts tab called “New Contacts from Inquiry.” You can customize this by cloning the list and adjusting the filters as needed. Matchforce does not send out an alert when a new inquiry is created.
How can I request changes or improvements to Matchforce?
Please let your agency superusers know about any changes or improvements you would like to see in Matchforce. Superusers can submit these ideas to the Matchforce team via the Enhancement Request Portal.
How can I learn more about list views?
More information about list views can be found in Salesforce Help here. Note: While Matchforce is a Salesforce product, some of the abilities mentioned may be limited for our users.
How long is the Matchforce sandbox/training environment available after onboarding?
The Matchforce sandbox/training environment is available anytime you have access to Matchforce. Even beyond onboarding and initial practice, you can always come back to the sandbox to test things out before making any changes to your real data in Matchforce. Matchforce Training can be found in Okta.
How do we connect our agency website to the Matchforce online inquiry forms?
You can learn your options for doing this here.
What do the new Matchforce inquiry forms look like?
You can view examples of the Matchforce inquiry forms here.
How can I unmark a record as a child safety risk?
Only a member of the National Youth Safety and Well-Being team can unmark a record marked as a child safety risk. Please reach out to a member of that team or submit an incident in SolarWinds with the request so it can be redirected.
Can I close a contact?
Although contacts can’t be closed, their Enrollment Stage on the contact record may be utilized to help you understand the current process step they’re application is in. For example, once the only or last open application connected to a Big or Little’s contact record has been closed, the enrollment stage on the Big or Little’s contact displays as “Closed” – this allows agencies to create list views and reports that only include currently active individuals.
Can I delete a contact?
This is strongly discouraged. Although some user roles allow individuals to delete contact records, all data tied to that individual (current and past) is also deleted and this is an irreversible process opening the possibility of inadvertently and negatively impacting data within Matchforce.
One of my contacts got married and changed his last name. I changed his last name on his contact record, but his match name didn’t update. What should I do?
The Match Name field is editable. If any changes are made to either the Big or Little’s last name on their Contact record, the match name can then be manually updated on the match record.
We have a program that’s not the traditional 1:1 program type. How can we do that?
As an Agency Administrator, create a “New Local Program” from your Agency Account record. Once that is setup, staff can click on “Enroll in non 1:1 program” from the contact record to add participants to the program.
I closed a match at one of my high-school bigs programs and now Matchforce is asking me to do background checks for my volunteer (who is under 18) before I can reengage him. Why?
It’s possible that you haven’t identified that site-based program as a high-school bigs program within Matchforce in the program set-up. Review the program set-up and be sure the High School Big Program has been selected.
I’m trying to move a High School Big to Ready for Review, but Matchforce keeps telling me I need to do local, state, and national background checks. Why?
This happens when you’ve entered anything other than just High School Big in the “Program Preference Type” field on the enrollment. For example, if you entered, Site-Based AND High School Big, Matchforce is still checking to see if you’ve done everything required for adult site-based volunteers. Simply remove any additional “Program Preference Type” and you’ll be able to move forward.
Why can’t I generate the RPI for the match I just activated?
Just like a Baseline COS / YOS, the RPI is designed to be completed and entered prior to activating a match. If you’ve activated a match before generating the RPI, you may scan the RPI into Matchforce and attach it as a file on the contact record. Note that the follow-up RPI will be triggered in Matchforce on the match anniversary.
