The Results in Marketo of Merging Leads or Contacts in SFDC

Marketo Employee

If there are duplicate records based on email address in SFDC both will appear in Marketo.

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Marketo doesn’t de-dupe records coming from SFDC since we view the duplicates created in SFDC as intended behavior. When you merge SFDC lead or contacts records in SFDC, in general, the master record prevails, but in case of conflicts you can choose which values to keep.

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After Merging of Leads or Contacts In SFDC

The default Lead Score field is added up. For example, merging 3 SFDC leads with scores of 10 each, will yield a result of 1 lead with a score of 30. This only applies to the standard Lead Score field. Custom score fields will not be added up. The custom score fields will retain the value of the master record unless you choose a value from a different record. One solution is to create another score field called “Total Lead Score” and not use the default Lead Score field.

The complete activity logs will be merged in Marketo including membership in all programs.

Even though the SFDC user chooses a Last Interesting Moment during the SFDC merge, a history of all Interesting Moments will appear in Sales Insight.

Additional Information

Here is a great article which explains how to merge leads in SFDC.  Here is the article for merging contacts in SFDC.

One way to identify merged records in Marketo is to use the filter "Lead Was Created" and add the constraint on Min. Number of Times = 2 within your timeframe.

Here is a different method to identify merged records by Jason Martin.

Lastly, here is a detailed article by Grant Booth on understanding merges in Marketo.

Where to Merge Records

Merging duplicates in Marketo might not be possible due to your SFDC profile settings for the Marketo user. If all SFDC fields are not synced to Marketo it is recommended to merge records in SFDC vs Marketo so any field conflicts will be addressed.

7 Comments

Hi Brian,

Thx for the recap

The way Marketo handles score fields on merge should really be improved. See here:

-Greg

Marketo Employee

Hi Greg, I voted for your idea. I liked how you defined the different options.  Nice job.

Level 6 - Champion Alumni

Thanks Brian

Level 2

Thanks for this article. Very timely, considering we just implemented a Salesforce sync with our 1.5 year old Marketo and are dealing with duplicate issues in both systems. I find Salesforce's method of merging Leads/Contacts much easier and faster than Marketo's, so it's nice to know that that merge carries through to Marketo.

_Ken

Anonymous
Not applicable

When merging our person accounts in SFDC, they are not merging in Marketo and I'm getting a merge error. Any thoughts Brian Law

Anonymous
Not applicable

Hi Brian,

In regards to the person's score when merging you suggest, "One solution is to create another score field called “Total Lead Score” and not use the default Lead Score field." We use custom fields for our scoring, but when leads are merged in SFDC, the custom lead score field still shows the lead score for the primary record we choose.

How would this other field be used for merged records? Is it possible to have this other field show the sum of the primary and secondary person's lead score?

Also, what is the scoring suppose to look like in Sales Insight for a merged record? I'm currently trying to explain this to my Sales team and we need clear documentation on what to expect on the lead score for merged records.

Thank you in advance,

Shirleen

Level 10 - Community Moderator

Brian, Munctions are discontinued. However, a webhook can be used instead. Like a FlowBoost hook:

     return {{Lead.Score 1}} + {{Lead.Score 2}};