Hi folks! I have a question on emailing contacts that Customer Support is adding to SFDC. Both Customer Support and Sales are using the same SFDC instance and as we get ready to integrate our new Marketo instance to SFDC, wondering if we are able to start emailing from Marketo these Customer Support contacts? We have both US and Canada customer support contacts
If the records are visible to the Marketo user, you are technically able to send emails to them.
As for the compliance/permission side, that depends on if you obtain opt-in permission, especially for Canada.
If these people are you customers (and if they are entered by support, they likely are), under most of regulations (including GDPR), this is a sufficient motive for being allowed to send them email. It does not mean that you should use this as a free hunting permit, though
This is typically a situation where you should consider a sync filter.