Inbound Leads (new or existing) into 1 SFDC Queue?

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Anonymous
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Inbound Leads (new or existing) into 1 SFDC Queue?

Hey Marketo Community!

We are in the process of launching Marketo and want anyone who fills out a form on our website to be synced to a Salesforce queue (or view, doesn't matter). Net new leads are not a problem. But I want existing leads and contacts to be added to these queue as well. Is there a way to force this in Marketo? Any best practices, suggestions or way to build smart campaign in Marketo so our sales team works off of one view in salesforce is greatly appreciated!

Thanks!

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Anonymous
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Re: Inbound Leads (new or existing) into 1 SFDC Queue?

If you sync a contact to a queue it will automatically create a new lead and add it to the Salesforce queue.

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Anonymous
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Re: Inbound Leads (new or existing) into 1 SFDC Queue?

Thanks, Jenna! What about existing leads... Do you happen to know if there is there a way to get those to the top of the queue as well?

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Anonymous
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Re: Inbound Leads (new or existing) into 1 SFDC Queue?

For existing leads, you can create a smart campaign with 'change owner' and assign them to the SFDC queue.

Caution:

Salesforce does not allow "Contacts" to be assigned to lead queues.  In this case Marketo will create a duplicate "Lead" in Salesforce. So you may not want to do it for SFDC contacts.

Hope this helps


Rajesh

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Level 10 - Champion Alumni

Re: Inbound Leads (new or existing) into 1 SFDC Queue?

I recommend you think through this whole process given the tips above:

  • Net New go to the Queue as SFDC Leads
  • Leads already in the Q stay there
  • SFDC Leads owned by someone else will NOT move if you use Sync Lead to SFDC. You must use Change Owner. But this would be pretty annoying for the SDR or Sales rep if they own the record. Why not assign a task instead if the lead is already non Queue owned (Lead Owner Name IS NOT EMPTY)
  • SFDC Contacts should be handled as a Task. DO NOT attempt to assign to a Queue. Dupes will abound and Sales will never resolve them.
  • All of these requires 3-5 separate campaigns depending on the situations I outlined.
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Level 8 - Champion Alumni

Re: Inbound Leads (new or existing) into 1 SFDC Queue?

Lia Jakubowitz

I agree with Josh Hill​ and would even suggest that a 100% task-based approach will serve you well here.

Tasks bridge the Lead and Contact objects so you can get the same action to work regardless of which object the person resides in in SFDC.

It also avoids the challenges of re-assigning ownership or requiring two views (one for leads or contacts) or the potential for creating dupe leads via assigning a Contact to a queue accidentally.

The downside is that your sales team may not be used to working from the Activity List and you need to evaluate whether you have support for introducing this process. So in that way it is a bigger question than just this specific use case and more a question of how you operationalize sales follow up across many different scenarios.