Why is Marketo not updating existing lead in Salesforce? | Community
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A
Anonymous
June 29, 2017
Question

Why is Marketo not updating existing lead in Salesforce?

  • June 29, 2017
  • 3 replies
  • 4883 views

Hi Community,

We are running into an issue where Marketo spits an error saying that we are creating a duplicate record in Salesforce whenever we try to sync a record from Marketo --> Salesforce.

The record already exists under the same email address in both systems so I don't understand why Marketo isn't just updating the existing record.

Can someone shed some light on this?

Thanks,

Hoi

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    3 replies

    Josh_Hill13
    Josh_Hill13
    Level 10
    June 29, 2017

    There are many scenarios involved so without seeing the logs or more, it's hard to say. There are related threads if you look up duplicates or SFDC errors. Things to consider

    • Dupeblocker tools in SFDC or Marketo
    • Are you sure it's the same email?
    • Are those existing records properly synced to each other?
    • Which record types?
    • Where did each record originate from? SFDC or Marketo?
    Steven_Vanderb3
    Adobe Employee
    Steven_Vanderb3Adobe Employee
    Adobe Employee
    June 29, 2017

    It sounds like you're attempting a Sync Lead to SFDC action on an unsynced Marketo record and hoping that it links up to an existing record in Salesforce with the same email address.  It won't do that; when an unsynced lead record in Marketo hits that flow step, it will always do an Insert and attempt to create a new record in Salesforce.   You may even have duplicate versions of that record already in Marketo: one that is unsynced and hitting the duplicate error, and one that was created previously by the Salesforce sync.

    Grégoire_Miche2
    Grégoire_Miche2
    Level 10
    June 29, 2017

    Please go to the activity log of your lead and make a screen shot of the "sync lead" activities, and paste them here. And open one that shows an error, and take a shot of the error details, and paste them here, we will be able to help you more.

    -Greg

    A
    Anonymous
    June 30, 2017

    Hi all,

    Please see screenshots below. Our instance has an active sync filter between Salesforce and Marketo.

    We have now encountered a couple of different issues since I posted this thread.

    1. The record in the screenshot below particular doesn't even exist in Salesforce so I'm not sure how Marketo is detecting a duplicate. See screenshot of my query in SFDC for this email address.

    2. There were other records which did exist in Salesforce and yielded the same error when Marketo tried to sync it with Salesforce.

    Steven_Vanderb3
    Adobe Employee
    Steven_Vanderb3Adobe Employee
    Adobe Employee
    June 30, 2017

    Hi Hoi,

    It's not really Marketo detecting a duplicate.  The message being returned is originating from Salesforce when it rejects the attempt to insert a new record.  It's possible you don't have visibility to the duplicate record/records in your Salesforce if you're not an admin, or that the deduplication rules you have in Salesforce are misconfigured.  What happens if you try to create a new Lead in SFDC with that email address?

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