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Member status updates sometimes not syncing to campaign object in sfdc

Question asked by Danni Holleran on Jan 18, 2017
Latest reply on Jan 20, 2017 by Grégoire Michel

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Hi everyone,

We are noticing that in some cases our member status updates are not syncing to Salesforce.

We have a channel with a number of tags or member statuses in Marketo that match what we have in the advanced setup for our campaign in Salesforce. In Marketo, under the program we have a number of smart campaigns and in the flow of each SC we update the status, fire an Interesting Moment and also update/change status in SFDC campaign. Most of the time this works, yet we have a number of cases where the status, e.g. Usage Trigger 1 does not appear on the campaign object in sfdc. It shows up in Marketo as being synced with no failure reports, the Interesting Moment also shows up on via Sales Insight app and is view-able in Salesforce but some of these updates are not showing up on our campaign member status roll-up.

Any ideas why this is not syncing across?

Thanks!!

Lead activity updates in Marketo look good:

Sales Insight synced okay:

Campaign object member status does not get updated for this lead and the only status that makes it through that day 12/20 is for a different lead/different status:

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Grégoire Michel Jan 18, 2017 3:20 PM

Hi Danni,

The fact that the IM shows up just means that the smart campaign fires correctly

The first thing to check is to verify that the statuses are really the same in Marketo and SFDC. They are case sensitive and just a difference on the case of 1 letter can block it.

The second is to very the lead is really the same. If you have duplicates, Marketo might be updating the status on 1 leads, while you would be looking to another one in SFDC.

Also, can you click on the activity ID to display the details and add some screenshots of these details in this post?

-Greg

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Danni Holleran @ Grégoire Michel on Jan 18, 2017 3:41 PM

Thanks for your response Greg.

Here are those activity details:

And this view shows one of the successful member status update of "Expiring" that did sync across to the campaign object, although funny enough, the previous or old status of "Usage Trigger 1 did not sync across across so there is no record of that on the campaign object.

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Grégoire Michel @ Danni Holleran on Jan 18, 2017 3:59 PM

Hi again Danni,

Have you checked the upper/low case of the member statuses?

I am afraid you will have to call in support.

-Greg

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Danni Holleran @ Grégoire Michel on Jan 19, 2017 6:34 AM

I wonder if the order of statuses matter at all? The cases match exactly but the order e.g. Registered is above Trial Request in Marketo channel tags but vice versa in SFDC campaign advance setup.

Nonetheless, thanks very much for your feedback. I'll followup with support.

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Josh Hill

@ Danni Holleran on Jan 19, 2017 4:08 PM

Are you doing the Program to SFDC Campaign sync? Or are you running the Add to SFDC Campaign separately. I've had odd issues with Member status, but they don't appear to be the same ones you are having.

If you do Program to SFDC Campaign auto sync, then you should always let Marketo setup the SFDC Member Status to avoid the issues Greg raises.

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Grégoire Michel @ Danni Holleran on Jan 20, 2017 12:14 AM

Hi Danni,

Order of statuses, as defined by step numbers in admin->tags->channels do matter in Marketo (you cannot go back). But they don't in SFDC.

-Greg

1 person found this helpful

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6 Replies

Grégoire Michel Jan 18, 2017 3:20 PM
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Correct Answer
Hi Danni,

The fact that the IM shows up just means that the smart campaign fires correctly

The first thing to check is to verify that the statuses are really the same in Marketo and SFDC. They are case sensitive and just a difference on the case of 1 letter can block it.

The second is to very the lead is really the same. If you have duplicates, Marketo might be updating the status on 1 leads, while you would be looking to another one in SFDC.

Also, can you click on the activity ID to display the details and add some screenshots of these details in this post?

-Greg
1 person found this helpful
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- Danni Holleran @ Grégoire Michel on Jan 18, 2017 3:41 PM
  Mark Correct
  Correct Answer
  Thanks for your response Greg.
  
  Here are those activity details:
  
  And this view shows one of the successful member status update of "Expiring" that did sync across to the campaign object, although funny enough, the previous or old status of "Usage Trigger 1 did not sync across across so there is no record of that on the campaign object.
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  - Grégoire Michel @ Danni Holleran on Jan 18, 2017 3:59 PM
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    Correct Answer
    Hi again Danni,
    
    Have you checked the upper/low case of the member statuses?
    
    I am afraid you will have to call in support.
    
    -Greg
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    - Danni Holleran @ Grégoire Michel on Jan 19, 2017 6:34 AM
      Mark Correct
      Correct Answer
      I wonder if the order of statuses matter at all? The cases match exactly but the order e.g. Registered is above Trial Request in Marketo channel tags but vice versa in SFDC campaign advance setup.
      
      Nonetheless, thanks very much for your feedback. I'll followup with support.
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      - Josh Hill @ Danni Holleran on Jan 19, 2017 4:08 PM
        Mark Correct
        Correct Answer
        Are you doing the Program to SFDC Campaign sync? Or are you running the Add to SFDC Campaign separately. I've had odd issues with Member status, but they don't appear to be the same ones you are having.
        
        If you do Program to SFDC Campaign auto sync, then you should always let Marketo setup the SFDC Member Status to avoid the issues Greg raises.
        1 person found this helpful
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      - Grégoire Michel @ Danni Holleran on Jan 20, 2017 12:14 AM
        Mark Correct
        Correct Answer
        Hi Danni,
        
        Order of statuses, as defined by step numbers in admin->tags->channels do matter in Marketo (you cannot go back). But they don't in SFDC.
        
        -Greg
        1 person found this helpful
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Member status updates sometimes not syncing to campaign object in sfdc

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