Marketo to SFDC Sync Error

[Josh_Grant2]

Marketo Community,

I am hoping you can help me out with this issue as I am baffled. I have a program set up with for a pretty basic drip campaign. I have smart campaigns in the program for things like open, click, delivered, unsubscribed, etc. to sync back to SFDC to update. With the exception of the "clicked" smart campaign, these all seem to be working but are not writing over the total number of members in the campaign back to SFDC. Below are images of my program and my main send smart campaign. I apologize if this is posted in the wrong spot, it's been a long time since I've used the community but I am hoping to dive back in and contribute again!

The delta's are as followed:

Action	Salesforce	Marketo
Total Leads:	5,887	5,887
Delivered	4,728	5,591
Bounced	354	737
Opened	701	733
Sent	74	5,878
Unsubscribe	30	74
Clicked	0	62

Looking forward to hearing your suggestions!

Thanks,

Josh Grant

[Anonymous]

I seem to be having a very similar problem. Can you post what response you get or clarification?

[Josh_Grant2]

Escalated to Tier 2. Stand by.

[Josh_Grant2]

Absolutely. It is under investigation now.

[Grégoire_Miche2]

Hi Josh,

Things are weird in the number you provide for Marketo: as you wrote, the sum of lead in all statuses should be equal to the total number of leads in the program. On that aspect, the numbers in SFDC are OK.

Can you provide a screenshot of the program summary? These should be the right numbers and the total should be right.

-Greg

[Josh_Grant2]

Greg,

Thanks for the reply! Below you will find the Marketo program summary followed by the SFDC report.

[Grégoire_Miche2]

Hi Josh,

OK, there is to be sync issues on some leads. Can you identify one lead which member status is different and provide a screenshot of it's activity log, filtering the activity log so that only member status changes and SFDC sync activities are displayed?

-Greg

[Josh_Grant2]

Greg,

I believe this is what you're asking for. This is a member of the unsubscribe smart campaign that didn't make it over to SFDC.

[Grégoire_Miche2]

Hi Josh,

With which SFDC campaign is the program sync'ed ?

-Greg

[Josh_Grant2]

"2016-06-02 Net New Zoom Drip"

[Grégoire_Miche2]

Are you using "change program statuses" flow steps or "change SFDC campaign status"? Because when a program and a smart campaign are sync'ed only the former work, the later flow steps are ignored by Marketo.

-Greg

[Grégoire_Miche2]

Well, even though, this should not impact the result.

What are the details of activities?

-Greg

[Josh_Grant2]

Greg,

This is an example of the "unsubscribe" smart campaign.

[Grégoire_Miche2]

The second flow step is useless in fact. it will be ignored by Marketo.

The log you provided look akward. If the program and the SFDC campaign ARE sync'ed, this is what it should show:

-Greg

[Josh_Grant2]

Greg,

The "change status in SFDC Campaign" second step on the flow will get ignored?

The program and the SFDC campaign are indeed in Sync...and as you know, some of these are writing to SFDC and some are not. Still baffled.

Thanks for your help thus far.

Josh

[Grégoire_Miche2]

Hi Josh,

The "change status in SFDC Campaign" second step on the flow will get ignored?

Yes, this is correct.

But the activity log you posted does not show the error it should show, which is what concerns me.

-Greg

[Josh_Grant2]

Interesting, would you suggest a call into Marketo?

[Grégoire_Miche2]

Probably, yes.

-Greg

[Josh_Grant2]

Interestingly enough...it seems to be a bit more simple than we were thinking. Below is the activity log of a lead that is unsubscribed in Marketo and opened in SFDC. The highlighted activity is opened below. It looks like it changes status from delivered to unsubscribed, but then changes again from unsubscribed to opened (which is being written over to SFDC).

I am thinking I am going to have to put some "if ____" permissions in there, any recommendations? 

[Grégoire_Miche2]

Hi Josh,

Again, if the campaign is sync'ed with a program, 2 things:

• The sync is bi directional: the member status change can be done in Marketo and pushed to SFDC or done in SFDC and pushed to Marketo. BUT in Marketo, a backward status changed in not authorized, BUT I do not know if Marketo in this later case will push back the refusal to SFDC.
• Any "add to SFDC campaign" or "change SFDC campaign status" flow steps is ignored.

Based on your screen shots, once a lead is set to "unsubscribed" in Marketo, I suspect that this is the highest member step number, so it cannot be moved back to opened. But you are be allowed to do it in SFDC. In this case, I do not know if Marketo pushes back the "unsubscribed" or whether it creates a discrepancy.

-Greg