SFDC Lead Assignment Rule Not Updated

Anonymous
Not applicable

SFDC Lead Assignment Rule Not Updated

Hey Marketo Community -

We recently updated our lead assignment rules in Salesforce and have our Marketo org set up to use the lead assignment rules as defined in Salesforce. The issue, we made changes to our assignment last week and they are still somehow getting assigned to the previous entry instead of the new one.

Example:

Marketo Sync changed Lead Owner (using assignment rule) from Marketo Syncto Matt ____

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But we don't have a single rule that applies to Matt anymore...it is now Sydney. I went through the documentation to see if there was someway to refresh the sync between Marketo and Salesforce if they've gotten out of step somehow but don't see anything in the release notes/documentation.
Any help you guys can give would be greatly appreciated.
thanks,
Megan
8 REPLIES 8
Jim_Thao7
Level 9

Re: SFDC Lead Assignment Rule Not Updated

Are you seeing this issues with new records in Marketo being synced over to SFDC for the first time or existing records which already had a lead owner on their previous sync?

Anonymous
Not applicable

Re: SFDC Lead Assignment Rule Not Updated

They are all net new records to Marketo and Salesforce.

Josh_Hill13
Level 10 - Champion Alumni

Re: SFDC Lead Assignment Rule Not Updated

can you provide a screenshot or detailed Marketo flow step you are using? We cannot access your SFDC with the links provided (nor do you want us to).

Generally, let SFDC handle LARs and Marketo should rarely make a Change Owner or Sync Lead to SFDC=Owner Name.

Anonymous
Not applicable

Re: SFDC Lead Assignment Rule Not Updated

We definitely have everything using Lead Assignment Rules in Salesforce...nothing is assigned via Marketo but it's like it didn't recognize our changes.

Here is the screenshot of our rules - which have not been touched since Friday - and you can see why Sales Ops owns this instead of Marketing. Notice - there is no Matt listed:

Screen Shot 2017-03-14 at 3.06.17 PM.png

A lead example where it shows it's using the assignment rule from Marketo to Matt:

Screen Shot 2017-03-14 at 3.08.16 PM.png

And the proof that there is no duplicate in our org:

Screen Shot 2017-03-14 at 3.08.06 PM.png

Grégoire_Miche2
Level 10

Re: SFDC Lead Assignment Rule Not Updated

HI Megan,

There are absolutely nothing to do to get the new SFDC LARs "pushed" to Marketo.

The problem can come from only 3 root causes:

  1. The record was not really new in SFDC and therefore the LAR did not fire when the lead was updated. See and vote for this:
  2. The lead assignement was overriden by a Marketo assignment to Matt, ran from a Marketo smart campaign. But then in this case, the feed would not read 'using assignment rule'. You can still check in Marketo lead activity log and check that no explicit assignment to Matt was made from Marketo.
  3. There is still an assignment to Matt made in SFDC LARs.

-Greg

Anonymous
Not applicable

Re: SFDC Lead Assignment Rule Not Updated

Please see above screenshots as there was not a duplicate, the assignment as you noted was using the rule and there is no rule in our lead assignments for Matt.

Grégoire_Miche2
Level 10

Re: SFDC Lead Assignment Rule Not Updated

Hi Megan,

I would not rely too much on the lead feed to understand the issue: it does not provide enough info. What would be interesting is to get the lead history that might be seen at the bottom of the lead screen (if it is activated and set up to provide owner change info)

And also the activity log of the lead, from Marketo.

-Greg

Anonymous
Not applicable

Re: SFDC Lead Assignment Rule Not Updated

Just an FYI - this was determined to be a bug within Salesforce. Thank you for helping me troubleshoot Marketo out of the blame game.

-M