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Presentation Mode is missing something

This article is for Crush users who opened an Account Plan in Presentation Mode and found something missing. When you finish, you know which of four causes you have and whether you can fix it yourself.

If you have not presented before, start with Present an Account Plan.

First, name the symptom

Missing — the component never appears as you step through the presentation. Causes 1, 2, or 3.

Blank — the component appears with its heading but there is nothing in it. Cause 4.

That distinction saves most of the troubleshooting. Step through the whole presentation once before deciding.

Cause 1 — You are on the wrong template

A template decides which components appear and in what order. Two templates over the same plan look like two different plans.

This trips people up most often when the presentation opened without asking which template to use. If an admin has marked a template as the org default, Present skips the picker entirely and goes straight into that template.

Fix it from inside the presentation:

  1. Click Change Template in the top bar.
  2. In the Available Template dialog, search for the template you meant to use and select it from the list.
  3. Click Submit.

The presentation reloads with the new template's components.

If Present showed "Template is not available. Please connect to the admin for assistance.", your org has no Account Plan Templates at all. Nothing in the presentation is under your control until someone builds one.

Cause 2 — The component is not on the template

If the component is missing from every template you try, it was never added to the template.

Templates are built by dragging components onto a layout. A component that was not dragged on does not appear at present time — there is no "show everything" option, and the plan having the data makes no difference.

You cannot fix this yourself unless you have a template role. Ask whoever owns templates in your org to add the component and save, then present again.

Custom objects need one extra step. A related list for a custom object only appears in Presentation Mode if that object has a field set whose API name is clone_fields, listing the fields to display. Salesforce may show its use as Presenter view. A differently named field set will not appear.

Cause 3 — You cannot see the data

Presentation Mode runs as you. It shows only what your Salesforce access already allows on the plan and its related records.

Check in this order:

  1. Open the component on the plan itself. If it is not visible there, the problem is access, not presenting.
  2. Check your permission sets. A Relationship Map component needs Relationship Map access; Cross-Sell needs Crush. See Assign Crush and Relationship Map permission sets.
  3. Check your access to the plan. Read-only access to a plan is enough to present it, but no access to the plan is not. See Add team members and share a plan.

A quick test: ask a colleague with wider access to present the same plan with the same template. If they see the component and you do not, it is access.

Cause 4 — The section is empty on the plan

Presentation Mode renders live plan data. If a section has no records, it presents with nothing in it.

This is the most common cause of a blank Relationship Map, an empty SWOT, or a Cross-Sell grid with no cells — and it is the only one you can fix in a minute:

  1. Leave the presentation and open the plan.
  2. Open the section that came up blank and add the records.
  3. Present again. There is no cache to clear.

Run this check before a real meeting rather than during one. The Account Plan Score flags thin sections faster than stepping through slides.

What to send if you need help

  • The plan name and the template name you selected
  • Whether the component is missing or blank
  • Whether it is missing on every template or only one
  • Whether a colleague with different access sees the same thing

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