9 10 11 12 13 14 209 Replies Latest reply on Feb 6, 2017 8:17 AM by Mike Reynolds Go to original post
      • 150. Re: Changes to Marketo Salesforce Sync – Questions and Discussion
        Mike Reynolds

        Hi Jake,

         

        I'm sorry that you're having problems here. I've reached out to our Support Management team to get this worked out right away. Again, I'm sorry you've had a bad experience, but we'll get it resolved.

        • 151. Re: Changes to Marketo Salesforce Sync – Questions and Discussion

          Still no progress whatsoever. Still waiting for help. More frustrated than ever.

          • 152. Re: Changes to Marketo Salesforce Sync – Questions and Discussion
            Diana Dimitrova

            Hello Mike,

             

            Is it possible to test the changes in Marketo and Salesforce Sandbox instances before the scheduled window?

             

            Thank you and Kind regards,

            Diana

             

            • 153. Re: Changes to Marketo Salesforce Sync – Questions and Discussion

              Just a quick update that hopefully helps anyone else that ran into my same question. If you're trying to run comparisons between the old mkto2__ fields and the new mkto71_ fields on the Lead object, make sure that you exclude IsConverted leads in your comparison - the converted leads will not get backfilled by the Marketo backfill process. Also, I never got an alert that my backfill completed, so you may not either. And don't wait if you run into issues, the Marketo tech support assistance is extremely slow, so if you're having problems, don't delay in getting a ticket started. They took 11 days to resolve my question, and insisted that they were "within their SLAs."

              • 154. Re: Changes to Marketo Salesforce Sync – Questions and Discussion
                Mike Reynolds

                Hi Diana,

                 

                You can definitely test this in Sandbox first. and depending on the size of the lead database, you can probably go ahead and do that now. If your lead database is the same size as your production instance, you may want to wait until your scheduled window to start, but most sandboxes only have a limited number of leads, so it won't be a problem to do it now.

                 

                Thanks,

                Mike

                • 155. Re: Changes to Marketo Salesforce Sync – Questions and Discussion
                  Mike Reynolds

                  Jake,

                   

                  As long as the new fields exist on both the Lead and Contact objects, the data will backfill into the newly recreated fields. So the field values are there, even on leads that have been converted. There isn't anything that would prevent the records that had previously been leads and were then converted to contacts from getting the values backfilled as part of this configuration change.

                   

                  That said, there are external factors to consider. If you have visibility rules set up in such a way that the Marketo sync user can't access your Contacts, or if there are any kind of field settings or workflow rules for example that apply to the Contacts after they've been converted, that could affect this. Those would be customized variations in your SFDC setup that you'd need to check into, but we've got documentation that covers this right here: Changes to Marketo Salesforce Sync – Preventative Troubleshooting. I can see that on the case you had escalated that there was something different going on with these leads that stopped them from syncing entirely between Marketo and Salesforce for all sync, but I wasn't on the call you had with your Support Engineer, so I don't know what specifically that was. Once that block was removed, it seems the leads all got resynced, which brought the backfilled values into the new fields.

                   

                  Hope that helps!

                   

                  Thanks,

                  Mike

                  • 156. Re: Changes to Marketo Salesforce Sync – Questions and Discussion
                    Mike Reynolds

                    Jake,

                     

                    I've had a chance to follow up with the Support Engineer that worked with you on your case and he clarified what was happening. It's a great point that I'd like to clarify for anyone else who has a similar question.

                     

                    In SFDC, a Lead record can be converted to a Contact record. If the Lead was synced to Marketo, it will still be synced to Marketo after it has been converted to a Contact record. But, the Marketo record will only ever reference one record in SFDC. Salesforce has Leads and Contacts, but in Marketo they're all just Leads. The Marketo Leads can sync with either the SFDC Lead record or the SFDC Contact record, but not both. So, once the SFDC Lead converts to a Contact, from Marketo's perspective, the previous SFDC Lead record may as well not exist because it's now synced to the SFDC Contact record (which has a different unique SFDC ID).

                     

                    When the backfill process is done, it will be backfilling data to the one SFDC record it is currently synced with. Whether it's an SFDC Lead record or an SFDC Contact record doesn't make a lot of difference because it's only possible to push/sync data to the one single record that has the active sync back to the Marketo record. If you've got a list of SFDC Leads you're checking, but all of those SFDC Leads have been converted to SFDC Contacts, the data backfilled from Marketo will only be synced with the SFDC Contact record because that's the only record that the Marketo Lead record knows exists at that point. No data will sync to that previous SFDC Lead record after it's converted to a Contact, not lead score, not any field value, because that SFDC Lead record has been orphaned by the conversion to the SFDC Contact record.

                     

                    This actually follows with the standard process of syncing data from Marketo to SFDC. Let's say you have a Marketo Lead synced to an SFDC Lead record and it has a score of 5. That SFDC Lead record then gets converted to an SFDC Contact. It carries over that lead score of 5 into the Contact record, but let's say it gets another score change of 5, for a total lead score of 10. The Marketo record will only be able to sync to the SFDC Contact record because it was converted and Marketo can't see that previous SFDC Lead record. So the result would be that the SFDC Contact record would show the lead score of 10, while the SFDC Lead record (orphaned after the conversion) would still show the previous score of 5.

                     

                    Let me know if that helps clarify things for you.

                     

                    Thanks,

                    Mike

                    • 157. Re: Changes to Marketo Salesforce Sync – Questions and Discussion
                      Diana Dimitrova

                      Hello Mike,

                       

                      Thank you for your reply. Meanwhile, I submitted a case with Marketo Support and here is their response: "There is no facility to apply the change first to your Sandbox as the script to be deployed was developed only for the production instance." Please would you confirm.

                       

                      Kind regards,

                      Diana

                      • 158. Re: Changes to Marketo Salesforce Sync – Questions and Discussion
                        Mike Reynolds

                        Diana,

                        I apologize for the conflicting information. I've reached out to the Support Engineer you were working with and their manager to correct that incorrect information they gave.

                         

                        This change can definitely be done in the sandbox environment the same as it would for a production instance.

                         

                        Please let me know if you have any more questions at all. Happy to help get them answered.

                         

                        Thanks,

                        Mike

                        • 159. Re: Changes to Marketo Salesforce Sync – Questions and Discussion

                          Hi Diana -

                          I see Mike already replied but I wanted to let you know that we tested this in our sandbox environment first before implementing it in our production instance. There was no problem at all and the behavior in the sandbox was identical to the behavior in the production environment.

                           

                          Denise

                          1 of 1 people found this helpful
                          • 160. Re: Changes to Marketo Salesforce Sync – Questions and Discussion
                            Event User

                            I want to make sure I understand the suggestion to deal with the field mapping issue where we don't know which contact field to map the lead field to because the labels are exactly the same.  Shown by this image posted earlier

                            Capture.PNG

                             

                            The suggestion seemed to be like this:

                            1. Create all the new Lead fields you want to sync over with slightly different labels than the past fields.  Example "Acquisition Program" is "Acquisition-Program"

                            2. Create all the new Contact fields you want to sync over with slightly different labels than the past fields

                            3. Map them.

                            4. If you want the labels to match the original labels, then rename all the Lead and Contact field names you just made.

                            5. Delete MLM inside SFDC to remove the old fields

                             

                            Is this the suggestion?  If so, what will be the label in Marketo when all finished?  As an alternative to renaming everything, can you delete MLM from SFDC after step 2 above and therefore not have the confusion about which field to map to?

                            Thanks,

                            Mike

                            1 of 1 people found this helpful
                            • 161. Re: Changes to Marketo Salesforce Sync – Questions and Discussion
                              Diana Dimitrova

                              Thank you very much, Mike!

                               

                              Is it possible to test the changes in Sandbox before the scheduled window (1st-31st January)?

                               

                              Kind regards,

                              Diana

                              • 164. Re: Changes to Marketo Salesforce Sync – Questions and Discussion
                                Mike Reynolds

                                Hi Mike,

                                 

                                Essentially the steps you went through are correct. The big thing to remember is that the API name used to create these fields must be an exact match to the API names listed in the documentation here: Adding Custom Marketo Fields to Salesforce

                                 

                                You can use whatever label / friendly name you'd like as long as the API name is an exact match for the ones noted there. (You could call the new field "Hamburgers" and as long as the API name is correct, it would work just fine). The newly recreated fields on the SFDC side are user-defined, but when using the correct API name, they'll remap to the existing fields on the Marketo side. Those fields on the Marketo side are all system-managed, meaning that the names / labels showing there won't change at all. (Your Lead Score field won't all of a sudden be "Hamburgers", it'll still show Lead Score).

                                 

                                You're welcome to uninstall the MLM package and delete those fields once the new fields are recreated. They'll stop updating as soon as the new fields are recreated and essentially will be obsolete. It'd be a good idea to verify that the fields have been recreated properly first though. Check one of the fields in Admin > Field Management. Highlight one of the fields and look for the CRM Mapping in the middle of the page. If the field shows the new API name, you're all set because the automatic remapping worked. If not, it'll show the old mapping like in the picture here:

                                 

                                 

                                Last thing I'd suggest is to check everything out to make sure you avoid conflicts with other things referencing the old fields. Take a look at the doc here for more info on that: Changes to Marketo Salesforce Sync – Preventative Troubleshooting

                                 

                                Hope that helps!

                                Mike

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