Troubleshooting

tracking data is being duplicated it’s possible you’ve accidentally placed multiple position detector components on the same page or sub page, or haven’t set the navigation refresh interval correctly utility bar deployment if you've added the position detector to the utility bar, it will track high level usage across your org in this case, set the navigation refresh interval to 1000 page level deployment for more detailed tracking—such as on specific pages, sub pages, or flow screens—deploy the position detector directly on those elements, and set the navigation refresh interval to 0 avoid using both utility bar and page level detectors at the same time, as this will result in duplicate tracking if you do need both, you can use a salesforce flow to remove duplicate help interaction records ‍ the tracking by hour does not reflect my time zone in some salesforce orgs, hourly tracking may not reflect your local time zone, however, the data captured is still completely accurate this discrepancy is simply due to how salesforce reports on the data we include a packaged formula field on the help interaction object called hour created , which is used in the standard reports this field is fixed and cannot be edited if you’d prefer to reflect your own time zone, you can easily create a custom formula field create a new number formula field on the ‘help interaction’ object (e g call it ‘hour created – local’) use this formula hour(timevalue(iahelp createddatetime c)) \[+/ offset] replace offset with your local utc offset (e g , use –8 for pst or +1 for cet) example for pst hour(timevalue(iahelp createddatetime c)) 8 alternatively, you can apply the time zone adjustment directly within each report