Overview

You are trying to add new people to the Playbook teams, but you are unable to do so.

Information

Prerequisite:

• Users must exist in your CRM hierarchy before you can add them to your team.

This can happen when Salesforce times out your login or logs you out due to a security or protocol change on the back end. Most of the time you don't notice this behavior, you just go in and log back into Salesforce as usual, but using Playbooks means you also need to log out and log back into the platform as well. It is recommended to Sign Out from Playbooks any time you're done using the app instead of simply closing it. That will make sure that every time you use it, you're logging in fresh with the latest changes Salesforce rolled out.

• To solve this issue, make sure you followed the Adding Users to Playbooks and Assigning them to Teams KB Article and check the Disconnecting Playbooks From your Salesforce and Connecting Playbooks to your Salesforce KB Articles.

Once the two instances are connected, search for someone in Teams to add and Playbooks will be able to communicate back to Salesforce to find that person.