Marketo to Salesforce Syncing issue, updating Contact and creating a new Lead. | Community
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amdSmartSights
amdSmartSights
Level 2
September 29, 2024
Question

Marketo to Salesforce Syncing issue, updating Contact and creating a new Lead.

  • September 29, 2024
  • 2 replies
  • 1805 views

We are having a sync issue. The customer fills out the web form and Marketo syncs with Salesforce. Marketo is updating the existing Contact in Salesforce, but also creating a new Lead. We do not want the new Lead created if the Contact exists in Salesforce. We only want the Contact updated. We only want a new Lead created if Marketo can not match an existing Contact. Any suggestions would be greatly appreciated. 

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2 replies

uditmathur
Community Advisor
uditmathurCommunity Advisor
Community Advisor
September 30, 2024

Hi @amdsmartsights ,

Go through this post. It will answer your doubts.

Hope this Helps😊

    namattison-2
    namattison-2
    Level 2
    September 30, 2024

    Is there a "Sync Person to SFDC" flow step assigning the record to a queue in Salesforce? As noted in this article, Marketo will create a duplicate Lead record in Salesforce in this scenario since Salesforce will not add Contact records to a queue. The article describes some workaround suggestions if this appears to be the issue you're experiencing.

      amdSmartSights
      amdSmartSightsAuthor
      Level 2
      October 9, 2024

      namattison Thank you for the reply; I was able to correct the contact issue by incorporating IS NOT Contact during the Change Owner step. However, we still have leads reassigned to the queue instead of updating them if they already exist in SF. 

      However, we do not have a 'Sync Person to Salesforce' step. The campaign flow was built by a consulting firm.

      Please look at step 5. Change Owner, Queue. 

      Change Owner

      If SFDC Type is Not Contact

      Owner Name: Unassigned Leads

       

      Changing If SFDC Type is not Contact, Lead results in the new lead not being assigned to the Queue. 

      We need current leads and contacts just to update and new leads to be created and assigned to the Queue.

      Any feedback is greatly appreciated.

      namattison-2
      namattison-2
      Level 2
      November 18, 2024

      My apologies for the delayed response here... I noticed I missed a notification of the latest reply.

       

      As you've noted, changing the choice in Flow Step 5 to "If SFDC Type is not Contact, Lead" should prevent Lead records from reassigned to the queue, which seems to be the desired outcome. If the record already exists in Salesforce (as a Contact or Lead), SFDC Type will have a value, and any field updates should automatically sync to Salesforce.

       

      I see that Flow Step 4 uses "Add to SFDC Campaign". This flow step will create the record in Salesforce if it doesn't already exist in Salesforce. It may be helpful to consider the impacts and timing of having this flow step immediately proceeding the Change Owner flow step.

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