Marketo-Salesforce Lead Worklist Issue

[Anonymous]

A new lead that comes in from Marketo (example form fill) and gets into SF fails to appear on the sales rep worklist. Reason, if that lead already exists as an Account in Salesforce from a past activity and comes in as a new lead based on new activity from Marketo it merges with the existing record in SF instead of appearing as a new lead in the rep's lead worklist.
Is there a way to have this lead show up as a net new lead when it syncs into Salesforce? Marketo only creates an existing contact record instead of new lead records if it already exists in the database.
So, the issue in a nutshell is no new lead records get created on a existing account.
 

[Justin_Norris1]

Hi Manisha, 

I would personally advise against creating a duplicate lead. I've found it a lot easier to just create a task for the sales rep to follow up with the contact rather than create all sorts of new records. Marketo is designed to avoid duplicates for this reason. 

That being said, if you wish to create purposeful duplicates there is a way. 

You use the sync to SFDC functionality and assign the contact to a queue which will create a new duplicate lead in the case of a contact. 

There are some recommendations around having a data field called "Purposeful Duplicate" which you check to true so you know it is a duplicate on purpose. 

Justin Norris | Perkuto

[Anonymous]

Thanks Justin! That's very helpful. The first part sounds like a logical solution.

Also, another issue I see with creating the purposeful duplicates and which is what we've been trying to advise our sales folks is that all those duplicates would land up syncing back into Marketo with the way our current sync is set up and cause more problems to our already exploding datatabase. And I'm not sure what would the work around for that be. Would you agree with that as well?



 

[Anonymous]

Actually, if we checked those data fields (purposeful duplicates) to true, then my guess is we could prevent those from syncing back into Marketo?

[Justin_Norris1]

Manisha, you are correct. If you configure sharing rules for the Salesforce integration user to not see records where purposeful duplicates = true, you should prevent the dupes from syncing back to Marketo. 

However, that does also mean you couldn't nurture those leads or put them through any automated workflows in Marketo. 
 

[Anonymous]

Aah, I see the caveat! At this point, I think the creating of task option that you initially recommended seems to be the most viable approach. I might have additional questions as I work through the nuances with our IT support.

Your feedback was very helpful, thanks again!