Hi Marketo Community!
We recently ran into an issue with our trigger scoring campaigns scoring records that are either merged or converted if the activity was not visible to Marketo before. When a lead is converted to a contact in Salesforce (or merged via DemandTools job that cleans up duplicates), the activity is logged as converted in Salesforce. What we noticed is happening after this action takes place is the old activity from the lead or duplicate record is updated on the contact (ie responded campaign member status from a prior SFDC campaign in 2018), resulting in a sync update pushed from Salesforce to the person's activity log in Marketo. Since we have our scoring campaigns set up to trigger based on a 'Program Status is Changed', syncing over the SFDC campaign membership updates causes the program status to update and then the person with old activity now runs through the scoring campaign as if it is recent activity (confusing sales reps, triggering MQLs that shouldn't be triggered, etc.).
Scenario 2: We also regularly purge records from Marketo and block the person from resyncing to Marketo via a checkbox in Salesforce. In the event the person is resynced to Marketo for whatever reason, they are created net new to Marketo and the SFDC campaign membership activity syncs over to the "new" record in Marketo as if it's happening for the first time and the records run through the scoring. Does anyone else have an idea for how we can solve for this and prevent these folks from running through the scoring campaigns?
Has anyone ran into this issue before and if so, how did you prevent old lead activity from triggering after a conversion/merge takes place or a person who previously existed in Salesforce only can now sync to Marketo?
Updated post with screenshot examples of one record that synced over old SFDC campaign membership activity and then triggered scoring campaigns:
My objective is to find a way to prevent old SFDC campaign history from syncing to Marketo and triggering the person to run through the scoring campaigns as if the activity recently happened.
Trigger campaign looks like this in Marketo:
Record is created on 3/11/19
Record is converted (merged) from SFDC (I also say merged because there's a high possibility that a DemandTools job merged a duplicate record to an existing record and the activity is logged as converted in SFDC).
Since SFDC campaign history on the record that converted was not on the record that was created on 3/11/19 in Marketo, the new activity synced to the Marketo activity log.
This is the converted lead activity that was logged on the record in SFDC.
Any ideas for how to prevent old SFDC campaign membership activity on records previously not in Marketo (or already in Marketo) from qualifying for scoring campaigns?
Not that I've noticed, but without seeing your triggers and filters I can't be sure I'm answering your intended question.
Regardless, you should be able to add the filter below so scoring rules ignore leads converted to contact in the last 5 minutes:
I believe you need to share some more information with screen shots about how have you set-up your triggers for scoring, then only people will be able to help you. Also, Marketo does not differentiate between 'leads' and 'contacts', in Marketo its only person. Now, when you convert your lead to contact in SFDC, you will have status updates or change in campaign membership but that will not update the activity log with previous activities, because the person is already there in Marketo.
So please check if while converting a lead to contact in SFDC, system in making a duplicate person in Marketo and updating the activity logs and change the score (it may be one of the possibility).
Also, if possible, please share some more details about the issue, because without that you may not get to the root cause.
Thanks for the reply, Abhishek. Attached are a couple of screenshots of one record that was converted to a contact according to SFDC (could've been a duplicate that converted/merged via a DemandTools job we run outside of Salesforce to clean up dupes). If the activity was on a duplicate record that was not visible to Marketo before, would the previous SFDC campaign membership update on the record the duplicate was merged to?
Order of events:
Do you have an idea for how we can prevent old SFDC campaign membership activity from running through our triggered scoring campaigns after a conversion/merge happens? Is there a way to add a campaign member status date update to the SFDC campaign object and exclude that from Marketo scoring campaigns? We only want real time activity to trigger our scoring campaigns.
Sorry for a little delay in response. I think in this scenario, we may need to update the trigger campaigns for old activities in behavior scoring.
Assign date of activity in triggers so that system do not update the score for older activities, but this has to be done for all the scoring triggers and prerequisite will to define the time period.
you can also create a custom filed for campaign member status date update and use it either to block the update in Marketo if the status changed before a particular date, or use it as block field to stop updating any campaign status from SFDC.
Hope it helps.