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Possible for a Marketo form to trigger Case creation in Salesforce?

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Possible for a Marketo form to trigger Case creation in Salesforce?

Just when I thought I had a relatively good understanding of the relationship between Marketo and Salesforce, something like this comes along! Our pre-sales team have been using a MachForms integration with Salesforce, where submissions essentially create a Salesforce Case without creating a lead record. They have the option during the case to convert the submission into a contact, but it doesn't happen by default... and there is a fairly strong argument for this not to happen, as there are enough cases where there is no good reason to pursue the relationship with lead.

So, MachForms aren't what we want to use... our Marketo forms are better and we can maintain them, control their behaviour, etc. etc. But a Marketo form typically creates a lead record... Is there any way to maintain the existing process but use a Marketo form? Any alternative suggestions?

Any help would be appreciated!

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Level 10 - Community Moderator

Re: Possible for a Marketo form to trigger Case creation in Salesforce?

Yep, you can call Web-to-Case from a webhook and then delete the lead from Marketo (if it didn't already exist).

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Level 10 - Community Moderator

Re: Possible for a Marketo form to trigger Case creation in Salesforce?

Yep, you can call Web-to-Case from a webhook and then delete the lead from Marketo (if it didn't already exist).

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Re: Possible for a Marketo form to trigger Case creation in Salesforce?

Another alternative here that might be a bit more straightforward to setup is to actually use Salesforce's Email-to-Case functionality and generate an alert that goes to your specified internal email-to-case address. This does have a couple of limitations compared to Web-to-Case (most notably that you won't be able to map specific items to specific Case fields the way you would otherwise) but it may make more sense for simpler use cases.