Changing lead score in SFDC, but Marketo changing it back | Community
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A
Anonymous
October 26, 2015
Question

Changing lead score in SFDC, but Marketo changing it back

  • October 26, 2015
  • 3 replies
  • 5192 views

There are instances where I want to overwrite our standard lead scoring process (in this case, to clean up old leads that weren't properly triggering newer scoring campaigns). In a number of cases, I am changing the score in Salesforce, but Marketo changes it back in the next sync. Reviewing the Activity Log in Marketo doesn't provide any insight into why it is getting changed back.

Are we not able to change a score in Salesforce and have Marketo accept it?

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3 replies

Grégoire_Miche2
Grégoire_Miche2
Level 10
October 26, 2015

HI Gordon,

First thing, check that the Lead score field update is not blocked. To do this, admin -> field management. Select Lead score on the right and loo whether some field update is set.

-Greg

Grégoire_Miche2
Grégoire_Miche2
Level 10
October 26, 2015

HI again Gordon,

In order for us to understand what is going on, please provide a screenshot of the lead activity log from Marketo, at the exact same time.

Greg

Mike_Reynolds2
Mike_Reynolds2
Level 10
October 26, 2015

Gordon,

Marketo is the owner of lead scores. Any changes made in SFDC for a record that is synced to Marketo will have the change overwritten by Marketo. This is expected behavior.If you have Sales Insight, you could use that to request a Marketo campaign that would change the score.

    Grégoire_Miche2
    Grégoire_Miche2
    Level 10
    October 26, 2015

    Hi @Mike Reynolds​,

    This is apparently more complex. In our instance, we have 3 scores :

    • behavior
    • demographic
    • lead score, which is the sum of the 2 first

    In salesforce, we have workflows that compute lead score = behavior + demographic.

    It appears that we cannot change behavior score from Salesforce, only in Marketo. But the workflow that computes total score works and we have permanently the right sum both in SFDC and Marketo.

    Could you please let us know how this fits into what you explained earlier ?

    -Greg

    Mike_Reynolds2
    Mike_Reynolds2
    Level 10
    October 27, 2015

    @Grégoire Michel​

    The standard Marketo Lead Score field is mapped to these SFDC fields:

    mkto2__Lead_Score__c (SFDC Lead)

    mkto2__Lead_Score__c (SFDC Contact)

    If these are the score fields that you're changing from the SFDC side, as soon as that record syncs back to Marketo, those values will be overwritten by Marketo because Marketo owns the scores in that field. Other score fields like custom fields work differently, but if this field is letting you make changes that stick in Marketo, it shouldn't and it would be something that Support should look into

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