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!
If you sync a contact to a queue it will automatically create a new lead and add it to the Salesforce 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?
For existing leads, you can create a smart campaign with 'change owner' and assign them to the SFDC queue.
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
I recommend you think through this whole process given the tips above:
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.