Inconsistent Activity Tracking in Sales Insight

[Anonymous]

Has anyone noticed Sales Insight tracking to be unusually inconsistent lately?

We have all of our reps upgraded to the new plugin, but continue to get reports that email activities (those with Subject title "Was Sent Sales Email...") are not being logged in SFDC consistently, despite the activity showing up in Marketo. Other times, the activity shows up in SFDC hours after the rep has sent the email.

We are also seeing activities not being passed over when we merge a lead that is in MKTO but not in SFDC, with a lead that is in both instances. Very strange.

Is anyone aware of such an issue, and if so, what have you done to resolve it?

Thanks! - Jonathan

[Edward_Masson]

There is a few possibilities here.

You could have a delay on SFDC API object calls due to:

• Lots of data being updated 
• other systems connected to SFDC updating several times a day
• MSI emails through outlook are not logged correctly by rep (rep forgetting to select 'log with Marketo' for replied email)
• Sales more comfortable with SFDC outlook plug in

We have had issues with data not syncing correclty with SFDC and found that we had Data.com upddating 3 times a day so the Marketo/SFDC sync was back logged for weeks trying to catch up.

Also, If memory serves, I'm sure only one type of activity gets sent once per day for that type of activity.

Are you merging in SFDC and the update taking a while in Marketo or vice versa?

[Anonymous]

Thanks for the reply, Edward! 

I was merging in Marketo, and the update was taking a little while in SFDC. We were in the midst of some mass SFDC changes (Account Teams, Contact Owners, etc), so that may have played into it a bit. We have Data.com too, so I'm wondering if perhaps that is contributing to the slow pushing of activities to SFDC. What did you end up doing to resolve your backlog?

Thanks again! - Jonathan

[Edward_Masson]

We had to turn it off.

I found out by creating a lead and timing it when it would get into SFDC, then kept adding extra data to that lead from diferent SFDC objects to see how long it would take to update. It was taking weeks!

Raised a support ticket and they found on thier backend that there was indeed an API backlog (visibility to our API would be a nice feature...).

There is around 39 objects (could be more now) for Marketo to look at and update with SFDC. Once one object table is complete it will move to the next object (ours was not getting past the first object becasue Data.com was set to update 3 times a day). 

If you have MSI you don't need to be sending to Activities as well in the Sync section of SFDC in Marketo Admin.

Also, check what level of access to SFDC Marketo has, Marketo connecting to SFDC is exactly like a SFDC user. Faster updates can happen when Marketo has less access to SFDC fields. 

[Edward_Masson]

Here is some info on the sync set up on API calls to SFDC:
http://community.marketo.com/MarketoArticle?id=kA050000000Kyr6