SFDC Campaign Member Status Options Disappearing

[Anonymous]

Hi - We have a program sync'd with a SFDC campaign and the SFDC member status options keep disappearing to our Salesforce users (as well as the previously entered data).  They are the same five options as the channel in the program and it appears random which options are being deleted.  We don't have this issue with SFDC campaigns that are not sync'd with Marketo.  Did I set this up incorrectly?  Has anyone else ran into this issue? 

Any direction is appreciated.  Thanks.

[Justin_Norris1]

Tim Rudd​

That's weird. Program/Campaign sync will fail if there are incompatible statuses...

How to Match Program Statuses and Salesforce Campaign Statuses Prior to Sync - Marketo Docs - Produc...

...also Marketo will automatically create the statuses to match the program statuses if you are creating the campaign from the program setup. However, I can't recall random options being deleted.

Sounds like a support issue.

[Anonymous]

Justin Norris​

Thanks for your reply.  I have a support case logged with Salesforce but we don't have a solution yet.  It doesn't happen with campaigns that are only in SFDC which makes me think it's a sync issue.  I haven't tried Marketo support yet because they've been pretty unhelpful in the past when I mention issues that are occurring in SFDC.  But my users are quite frustrated at this point so all options are on the table.

Thanks again.

[Justin_Norris1]

Tim Rudd​ if it's ONLY happening with synced campaigns, it kind of feels like a Marketo thing to me.

Maybe check if there are any very subtle discrepancies between campaign/program statuses? Even an extra space or punctuation mark?

Generally I just create the campaigns from the program setup as this is much easier and the statuses automatically align. How are you creating the campaigns and statuses initially in this case?

[Anonymous]

Justin Norris​

My initial thought was subtle discrepancies but I've tried to enter them in SFDC multiple times, including copy/paste and manually retyping.  I figured if that was the issue someone in the forum would have had this happen to them before.

I created a new channel for this program and then hit "new program" in the folder I wanted it (sorry... I'm still new to Marketo and don't know all the different ways to create a program.  This is how I've always done it).  The campaign already existed in SFDC with the status options I wanted (which is why I created a new channel).

[Mike_Reynolds2]

Tim,

When syncing the Marketo Program to the SFDC Campaign, if the available statuses are not an exact match, you'll get an error message while trying to sync them. However, after the sync is already established, there are no errors generated if the available statuses are changed inside of SFDC or within the Channel inside of Marketo--there's nothing to stop you from making that change, it just breaks the sync.

There isn't any function in the sync between the Program and the SFDC Campaign that would cause available statuses to change--it's just not a functionality that exists. However, if someone changed the available statuses on one side or the other, since that breaks the sync between the Marketo Program and the SFDC campaign, it's entirely possible that you could have "old" information that hasn't updated because the sync isn't working properly.

Another option is that the sync user could have had visibility removed for that particular SFDC Campaign, which would again break the sync and cause you to see "old" information if there were changes made.

In both scenarios, there's a quick way to test for it. Go to your Marketo Program and remove the sync to the SFDC Campaign. Once that change has been saved, go back in and try to re-sync the Marketo Program to the same exact SFDC Campaign again. If there are differences in the available statuses you'll see an error message right away. If the visibility to the campaign was removed from the sync user, you won't be able to even see the SFDC Campaign to choose it.

Once you've gone through that, if you're still having trouble, try to get specific examples of which leads were showing the discrepancies in statuses between the two systems and open a case with Marketo Support. To speed up the process, just be sure to include these details:

• Reference to which specific leads have the problem (email address or URL for lead record)
• URL Link to the program that has the sync with the SFDC campaign
• Screen shots from within SFDC for the example leads of what statuses are available there. (Make sure you get full page screen shots of the whole browser page including the URL)
• Any other additional details you can find that would be helpful