A service issue has been identified that can potentially cause duplicate leads to be generated in Marketo for customers using Microsoft Dynamics (MSD) CRM. This issue only applies to customers using MSD 2016, and only when upgrading to MSD version 9.
All customers using the native CRM Sync between Marketo and MSD 2016
The issue of duplicate leads being created occurs when the MSD instance is upgraded to version 9
Qualifying a Lead to a Contact in MSD may not be reflected properly in your Marketo subscription.
Expected Behavior: The existing Lead record in Marketo is converted to a Contact record (i.e. the Microsoft Type for the person record should change from Lead to Contact). The existing record in Marketo remains synced to this record in MSD
Current Behavior: A new Contact record is created in Marketo to sync with the Contact record in MSD. The existing Lead record in Marketo becomes orphaned (no longer synced with any record in MSD). Additionally, the orphaned Lead record in Marketo contains the activity history while the new Contact record in Marketo contains the contact information
There are two parts to the solution, depending on whether you have already upgraded your MSD 2016 instance to version 9. If you have not yet upgraded your MSD 2016 instance to v9, you will only need the first step. If v9 has already been installed, you will need to perform both.
A new version of the Marketo Lead Management solution has been released for Dynamics 2016 that prevents duplicate records from being created when upgrading to MSD 2016 v9. This solution must be installed before upgrading to MSD 2016 v9.
1. Within your Marketo subscription, you will need to download the latest version of the Marketo Lead Management solution.
NOTE: Microsoft Dynamics has 4 product versions that Marketo supports; Dynamics 2011, Dynamics 2013, Dynamics 2015 and Dynamics 2016. The only product version this applies to is Dynamics 2016. No other product versions are impacted in any way.
2. Install the new Marketo Lead Management solution in your MSD 2016 instance as a normal update. Be sure to install the new solution on top of your existing solution in Microsoft Dynamics as a normal update.
This step only applies to customers who have already upgraded to MSD 2016 v9 prior to the new Marketo Lead Management solution being released. This part applies to customers who have had duplicate records created in Marketo.
In order to eliminate the duplicate records that were created in error, we must first identify those records. The next step is to merge the two duplicates together. In this scenario, due to both records being synced to MSD, it is a little complicated.
Use the following filters to identify the impacted records:
When finished, your Smart List will look like this:
This Smart List will identify the duplicate records created by this service issue. When this issue occurs, both of the duplicate records are synced to MSD. It is not possible to merge two records if they are both synced to MSD. However, Marketo Support is able to disconnect the sync of one record on the back end and perform the merge of the two records.
Merging these duplicate records is only possible when done by Marketo’s Engineering team.