Super Weird Marketo - SFDC Sync Issue

[Anonymous]

Hi guys,

So we hosted a webinar with GoToWebinar (no problem). The webinar was correctly synced with Marketo, so all of our registration information (attendees, no shows, etc) all correctly recorded into Marketo.

The event was also synced with a SFDC campaign. However, only some of the registration information synced correctly. So, while 38 people attended the webinar (and this is correctly recorded in both G2W and Marketo) only 23 people are listed in SFDC as "attended". The other 15 people are listed as "Invited".

The Marketo smartlist that leads to the "attended" SFDC status change is:

Program Status is Changed

Program IS our.program_name

Success: true

Any ideas?

Thanks!

Andrew

[Anonymous]

Found some more difficult/interesting things:

In the activity log of one of our attendees, it shows this error (below). Now, what is odd is that we actually have a lead column in SFDC called mkto_si_Last_Interesting_Moment_Date_c , so any idea why this is erroring? Thanks

_updateSObjectsById failed for 1 Lead record(s) - INVALID_FIELD: No such column 'mkto_si__Last_Interesting_Moment_Date__c' on entity 'Lead'. If you are attempting to use a custom field, be sure to append the '__c' after the custom field name. Please reference your WSDL or the describe call for the appropriate names.

[Grégoire_Miche2]

Hi Andrew,

This is a Marketo Std field that comes with the installation of Maketo Sales Insight. If Marketo cannot see it, it means the fields is not visible from the profile used for the Marketo sync user.

Either the MSI packages was not installed properly or (more likely) some has modified the profile in SFDC afterwards.

This should not prevent lead sync, though, just the sync of this field.

-Greg

[Anonymous]

Update here -

I have examined the activity history for the unsynced leads. Subsequent marketo activity is syncing with them without issue.

There's also nothing in the activity history which shows status changes (but this is true for our correctly-synced leads as well). So, side question - How can I make sure that lead status changes get listed in the activity history? (I've figured this out for lead history going forward, but would be ideal if it also fit into activity history).

What I still don't understand, and this is my primary question, is how could only 15 leads not sync correctly when everyone else does? Only these 15 and nobody else, even when I resync it all now? I'm looking at the correct Marketo info with the correct associated campaigns, I sync it, and no changes in SFDC. How is that possible?

I've contacted support but they have given me nothing so far.

Thanks

Andrew

[Grégoire_Miche2]

Hi Andrew,

So it seems really linked to the campaign-program sync.

Go to the admin->tags-> channel and open the channel of the program (webinar). Add a new status with the same step value as your "attended" status. Let's call it "Attended2"

Go back to the program. Select one of the 15 leads and change its program status to "Attended2". Wait a few minutes, until next sync, then change the status back to "Attended" and tell us what you observe on the activity log and in SFDC.

-Greg

[Anonymous]

Found the bug!

Sync Lead to SFDC: Failed : Failed: REQUIRED_FIELDS_MISSING: Required fields are missing: [COMPANY]

How do I get rid of the required field (company) for SFDC Sync??

So close to having this resolved

Andrew

[Grégoire_Miche2]

Hi Andrew,

You cannot. Together with Last Name, Company is a field that is mandatory to create a lead in SFDC.

You can add a dummy value using a smart campaign or go to admin->salesforce -> sync options and set a default value for both names, but I really do not recommend it. You will endup with tens, hundreds or even thousands of Doe's working for ACME and your sales are going to hate it.

Exception : if you are in a B2C business then company does not matter, and you could set a dummy value using one of the techniques above.

Otherwise, the best solutions is to ask you leads to provide a company name in you webinar registration forms.

-Greg

[Anonymous]

Thanks so much Gregoire.

Is there a complete list of required fields for SFDC sync I can see? or is it just Last Name & Company?

Thanks,

Andrew

[Grégoire_Miche2]

Hi again Andrew,

These 2 are standard and cannot be deactivated. They are the only ones in this case. But your SFDC instance may have other, custom, requirements.

-Greg

[Anonymous]

One other thought - do the Attendees that didn't sync have all of the SFDC required fields? I have had instances where a webinar attendee left company name blank (since one of their coworker "helpfully" forwarded the direct link to the webinar and they joined without a full registration through Marketo) and then that person couldn't be synced to SFDC.

I'd recommend using the SFDC Campaign Sync rather than a separate Smart Campaign in the future. I used to use separate Smart Campaigns (similar to the one you describe) and then when I tried using the Campaign Sync it made my life much simpler! Fewer moving parts

[Anonymous]

Can you explain to me specifically how to setup / use SFDC Campaign Sync? We have already synced our Event to SFDC at the event level, and are merely updating lead status from within the flows.

Andrew

[Grégoire_Miche2]

Hi Andrew,

Go to the admin -> Salesforce and edit the sync options then check the box "Salesforce campaign sync".

Also make sure that the Marketo sync user has the "Marketing User" checkbox set in SFDC.

From there, you will be able to sync all programs either with existing campaigns or creating new ones from Marketo. For this, go to a program summary page and hit the "Salesforce Campaign Sync" link.

NB: if you want to sync with existing campaign it will require that the SFDC campaign member statuses (in the advanced setup) are exactly identical to Marketo channel member statuses (defined in the admin ->tag). This is pretty cumbersome and it's why it much easier to create the campaigns from Marketo.

When a program syncs with an SFDC campaign, all "add to SFDC campaign" flow steps that reference this SFDC campaign are ignored by Marketo.

-Greg

[Anonymous]

Hi Gregoire,

All of that was properly implemented prior to this event. The SFDC member statuses are identical to the marketo channel member statuses.

We also are using the "Add to SFDC campaign" flowsteps in order to set Statuses (Registered, Attended, etc.). If we don't use those steps, how do we make sure those statuses get captured by SFDC?

Thanks,

Andrew

[Grégoire_Miche2]

HI Andrew,

As soon as the SFDC campaign is sync'ed with a Marketo program, member statuses are kept identical on both sides form all members. When you use a "change program status" in Marketo, it will automatically update the member status in the campaign in SFDC and also add the lead to the campaign if it was not there.

So the "Add to SFDC campaign" becomes unnecessary and is ignored.

-Greg

[Anonymous]

Got it.

So currently our Marketo and SFDC campaigns are synced and yet the lead statuses are not the same. Any ideas?

Andrew

[Grégoire_Miche2]

Hi Andrew,

Then this is blocking membership sync. You campaigns and the corresponding program will not show the same lead count, per status nor globally.

You'll have to fix it editing SFDC campaigns advanced setup and make sure the member statuses there are exactly the same as Marketo channel steps. Not funny, so good luck

and cote here:

-Greg

[Anonymous]

Hi Gregoire,

The SFDC campaigns advanced setup -> member statues are/were exactly the same as Marketo channel steps (as in Admin -> Tags -> Webinar)

Any other ideas?

Andrew

[Grégoire_Miche2]

HI Andrew,

No not at this point

You may want to force a sync (updating records on one end)

Otherwise, have you covered all the ideas in the post ?

-Greg

[Anonymous]

Apart from what Greg mentioned, and since you mentioned that you went over API limit recently, there might be other scenario.

Is your Marketo - SFDC sync pipe clogged with too many activities?

Was there a huge sync (unrelated to this one) going on?

Any large import?

Bulk lead updates?

I have seen in some cases that sync of a lead field change can take hours (or days) if there was a sync with huge that was triggered just before.

Reach out to Marketo support to see the Marketo -SFDC sync queue status.

Hope this helps

Rajesh

[Josh_Hill13]

Did you use the Smart List or Program Member tab as

Member of Program IS X with Status Y,Z, A?

Be more specific here with your smart list. And +1 to others.

[Grégoire_Miche2]

Hi Andrew,

It may happen when the sync of the 15 leads broke during the campaign. If the leads cannot sync, their campaign membership cannot either, from what I have observed.

The sync may have broken for various reasons :

• You are using a filtered sync (a "sync with Marketo" or similar field in SFDC filters which leads / contacts can sync) and the filter got activated (for instance, the field "sync with Marketo" was unchecked
• Some validations rules in SFDC prevent you from updating the fields in SFDC from Marketo (e.g. Mandatory fields or specific required field values)
• The leads/contacts were assigned to a user and your SFDC sharing model does not allow the Marketo user to access the record any longer.

Whatever the reason, they will show in the activity log of these fields. Drill down to one of the 15 leads and look at the activity log, the sync to SFDC steps will show a minimum info on the error.

-Greg