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A
Anonymous
January 9, 2018

Duplicate Lead Created in Salesforce When Contact Already Exists

  • January 9, 2018
  • 14 replies
  • 9245 views

Issue


Marketo is creating duplicate Lead records when a Contact record is already synced.

 

 


Solution


This happens when a Smart Campaign using the Sync Person to SFDC flow step qualifies a SFDC Contact record and attempts to assign the record to a Queue in Salesforce. When a SFDC Contact runs through the Sync Person to SFDC flow step, since Salesforce does not allow "Contacts" to be assigned to Lead Queues, Marketo will create an intentional duplicate "Lead" record in Salesforce and add the new Lead record to the queue.

If you want to prevent this behavior in your Smart Campaigns, add the filter "SFDC Type is not Contact" to the Smart List. This will disqualify SFDC Contact records from the campaign.

Another option: Add Choice options for the Sync Person to SFDC flow step and have the first choice be SFDC Type is Contact Do Nothing. This will cause SFDC Contact records to Do Nothing for the flow step but Lead or Marketo only records will process normally.

 

 

 

Who This Solution Applies To
Customers integrated with Salesforce

 

 


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    14 replies

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    A
    Anonymous
    August 12, 2019

    Obviously our use case is very specific, but you can use similar logic. When someone completes a form in Marketo and it has been several month since their last purchase, we have Marketo update a boolean field on the Contact record in SF, which we call "Create a New Record". When that field on the Contact record is true, it triggers a workflow in SF to create a new Lead record; it also updates a field on the Contact record "Sync with Marketo" to false, which prevents the old Contact record from syncing with Marketo. The new Lead record is automatically set-up to sync wtih Marketo. 

    Kashmira_Baksh5
    Kashmira_Baksh5
    August 12, 2019

    Hi Nina - If we have a duplicate Lead and Contact in Marketo, were you able to implement any customization such that when someone fills out the form, it's the Lead that gets updated and not the Contact?

    Nina_Gonzalez1
    Nina_Gonzalez1
    Level 3
    August 12, 2019

    Yes, we have a field on the Lead and on the Contact for "Sync with

    Marketo" which defines whether a record is included in the

    Market/Salesforce Sync. We update the Contact record so Sync with

    Marketo is false, and we create the Lead record so Sync with Marketo is

    true.

    Kashmira_Baksh5
    Kashmira_Baksh5
    August 12, 2019

    Nina - what is the best # to reach you at, if you don't mind? Thanks! 

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