Converting Lead to a Contact

[Ankit_Dua]

Does converting a record from Lead to a Contact creates a duplicate in Marketo? Will Marketo consider it as a new record?

[Floyd_Alvares2]

Hi Ankit,

What CRM are you referring to?

Floyd

[Ankit_Dua]

Hi Floyd, this will be salesforce.

[Floyd_Alvares2 · Accepted solution]

Thanks Ankit,

By default conversions in SFDC, converting a lead to contact should not be creating new leads in Marketo. Please refer to SFDC Sync: Converting a Lead into a Contact in Salesforce - Marketo Docs - Product Documentation  for the 3 different scenarios and the end results on the conversion process.

If you are identifying that new leads are being created in Marketo, please see if you have custom conversion rules in place in SFDC.

Hope this helps

Floyd

[Sonali_Jadeja3]

I don't believe it should create duplicates in Marketo. Lead record would just be updated and SFDC type would change from lead to contact in this case.

[Grégoire_Miche2]

Floyd and Sonali's answers are correct.

If you observe duplicate creation, it means something is broken in your lead conversion process. Check to start that you are using a standard conversion process.

-Greg

[Sara_Underwood]

In our Marketo instance, when a lead is converted to a contact in SFDC, a new record is created in marketo for the contact and the lead record is then deleted after it is fully synced/merged/converted and the history shows. 

Also, the conversion process makes our records get removed from SFDC campaigns as the lead and re-added as the contact and they will run through our trigger campaigns that are listening for people added to a SFDC campaign which negatively affects this.

[Kristina_Jobert]

This is interesting, Sara.

In our instance, when a  new person hits our database, the lead is converted as a contact in Salesforce and then the lead record in Marketo's status changes to Converted. Ideally we would only want one record instead of the two (the converted contact). This doesn't happen all the time but it does happen on occasion. So because of this, we see cases we get dupes in our instance with the original lead record that converted in Salesforce but failed to notice the contact in Marketo and the original lead record.

As far as SFDC campaigns, we have been seeing that there are more campaign members in the Marketo program versus the Salesforce campaign and this looks troubling to some of our teams. Can you recommend a way to have the two mirror one another or is this a timing error?

Rajesh Talele

[Grégoire_Miche2]

Again, this is not standard. The SFDC conversion is supposed to be handled seamlessly by Marketo. The issue is either in the SFDC process itself (some customization) or in the rights.

Also check you do not have an issue with some sync filters that do not propagate correctly from the lead to the contact.

-Greg

[Grégoire_Miche2]

Hi Sara,

This is not a standard process. If you are using SFDC standard conversion, Marketo is supposed to detect the conversion and link the person record to the contact instead of the link, but surely not create a new record. There is probably a right problem or you are not using SFDC standard conversion.

-Greg