MSI info on Both Leads & Contacts

[Anonymous]

We did a fairly basic deployment of Marketo and sync with SF where the MSI info rolls up to the contact in SF if a contact exists. If a contact does not exist that info is on the Lead. This apparently drives our sales team nuts.

Have other done some custom work to roll MSI info up to both the Lead and Contact? Is it a good idea? How big a project was it?

thx

[Jessica_Kao3]

Hi Brian,

You might want to take a look at the sales process as well. 

Some sales teams only work in contacts, while SDRs work in leads.  I have seen other companies where all of sales works in contacts only and marketing works in leads.  If that's the case, as Jamie suggested, you might want to have everything converted to a lead but these are more process discussions on how sales and marketing are working together inside SFDC.  You would need to write automated workflows in SFDC to accomplish this.  Do any part of your salesforce work on the lead object?

[Anonymous]

I think that is true. We do not have SDR's or MDR's in our org, we have sales groups that take everything from cradle to grave, so they retrieve leads, own the leads and at some point convert them when ready. This has been a big change as you would expect. They are simply frustrated with having to look in two different places for the info.

[Josh_Hill13]

It sounds like you have Dupes and that some SFDC Leads have the MSI data, while some Contacts do as well. As Jessica mentioned, converting to an SFDC Contact should have the MSI data go along with it, even if it merges the records.

otherwise, I am unclear as to why they would have two different records for the same person.

[Anonymous]

So we ask our reps to work leads using the lead status in SF. That gives us a sense as to quality of the leads (SAL's), but the MSI behavior data (website visits, etc) are on the contact record if one exists, not the lead itself. So its not a duplicate issue. Leads and contacts are very different in SF.

[Josh_Hill13]

Do you mean literally that the MSI visualforce page is only inserted on Contacts and not on SFDC Leads? If so, your SFDC Admin can easily insert that back on the Lead Page Layout.

Your process sounds like there are purposeful Lead duplicates.

[Anonymous]

the MSI page is on the leads, but any background info like web visits, scoring history etc is just on the contact, not the lead if a contact exists.

We do create leads even if there is an existing contact.

[Grégoire_Miche2]

Hi Brian,

Creating leads when a contact exists is a quick and sure way to generating issues

Marketo has some internal rules that you cannot override when attaching activities to a given lead/contact when a duplicates exists.

• Web activities will be attached to the one that is linked to the cookie. As the contact existed first, the contact got the cookie and is collecting the web navigation info, plus the attached score.
• If no cookie exist when the lead in the DB with the lowest ID (created first) will get the activity, so likely the contact as well. But there are some exceptions, especially on import, as described here: ​

So what you are seing (the contact getting most of the activity) is the expected behavior.

-Greg

[Anonymous]

Why are they frustrated with the lead records having the data?

[Anonymous]

their frustration is having the MSI data on the contact record rather than the lead itself.

[Anonymous]

If you convert the lead to a contact the data will go along with it