Sync to SFDC

[KaitlynNelson1]

We have a list import that was done recently and 594 records are in marketo but only 395 records are in SFDC. I can't find any sync error messages in the results so I'm not sure how to troubleshoot this issue. 

[Darshil_Shah1]

If you open up a few records that didn’t sync to SFDC, do see any SFDC Sync activity (failures, errors, etc.) in the activity log? Also, do you see people that didn’t sync in the campaign’s results tab? You would want to make sure that they were eligible to flow through the sync campaign in the first place. 

[Beth_Massura · Accepted solution]

Hi Kaitlyn,

To take it a step back, can you confirm there is a smart campaign in place that should have synced all of these records to SFDC? Recall that this doesn't happen on its own - records created in Marketo must be synced to SFDC via a smart campaign's flow step initially, then the record will continue to sync after that as updates occur. This smart campaign could either be:

• Centralized as part of an operational program, perhaps triggered by "Person Is Created" and containing a "Sync Person to SFDC" flow step, or
• Local to the marketing program, perhaps triggered by "Added to List" such as when event attendees are imported to a static list in the program to update program status and sync to the corresponding SFDC campaign via a "Change Status in SFDC Campaign" flow step.

Check whether there are any filters that could have excluded certain records from qualifying for the smart campaign(s).

Assuming such a campaign is in place to sync to SFDC, and these records were not excluded, we could also consider whether there might be a sync backlog. A list of <600 people on its own would certainly not lead to a backlog, but if there were any other major batch imports or updates happening in Marketo that would trigger the sync for tens of thousands of records, that could possibly delay the records getting over to SFDC. See this community post on Marketo / Salesforce Sync Limits & Priority Info for details.

Hope this gives you some ideas of what else to investigate if you aren't seeing any sync error notices in the campaign results or on the records' activity logs.

Cheers,

Beth Massura

2022 Adobe Marketo Champion

[Darshil_Shah1]

I agree with Beth's point. Initially, I assumed you'd have a campaign (at the central or program level) in place to synchronize people with SFDC since some of the people on the list did make it to SFDC. However, upon further reflection, it is possible that those people may have been already synced with SFDC, while the ones not appearing in SFDC could be new additions. Unless an implicit or explicit SFDC sync action is performed on these new unsynced Marketo-only people, they will not get synced initially. Therefore, it is important to first confirm whether you have a campaign for syncing people with SFDC. If such a campaign exists, you should determine whether the people not synced with SFDC qualified for it or not. Based on these findings, further investigation can be done as to why people didn't make it to SFDC. I hope this information is helpful. As always, let us know if you have questions. 🙂