Smart List not pulling in all contacts

[Tara_Rowe]

Something seems funny....

We created a Smart List to pull in all contacts with specific assets. It is clear that we are having some major data issues with our Marketo instance and we also use SFDC along with our own internal system for Support, therefore whenever we create a Smart List we try to match it to our other two databases to make sure we are pulling in all the contacts. Time consuming....

In doing this we found that the Smart List is pulling in contacts from the account however if there is a contact with the same name and two different emails on the account it is only picking one of the email, rather than both. I have checked the activity to see if it was pulling in the most recent email with activity, or if one of the emails was unsubscribed and neither showed any information that indicated why? All contacts from the account should be included, especially since the emails are not the same, Marketo is not de-duped them. Is there a rule to this we are unaware of? Do we need to add something in the smart list to ensure we pull in all contacts?

[Dory_Viscoglio · Accepted solution]

Hi Tara, are you sure that both of the records in Marketo meet the criteria outlined above? If they're doing something on different email addresses, then it's possible that they don't both "Have asset". Also, do you have any exclusions in your "Marketable Leads" list that would exclude duplicates, or people for any other reason?

Marketo generally does a good job of managing this kind of data, so it's likely that there's something else preventing people from getting into your smart list.

[Tara_Rowe]

Thank you, I sorted it out. It was the Marketable Leads filter, which was great. Turns out some exclusions set in the filter should not be, so that solved a few things for us. Thanks so much for your help once again.