Webhook Lead Duplicates - MSD

[Elida_VanSledri]

We're using a webhook to push all of our leads into Microsoft Dynamics, which once it hits MSD, it runs as a web inquiry. We are running into having duplicates created every time a lead goes into CRM, then comes back to Marketo. 

We have figured out a solution for new leads by merging the Marketo contact with the CRM created one, but with leads that are either already opportunities or have a past opportunity: the new lead information matches with that opportunity inside of Marketo --> goes through the webhook/web inquiry --> a new lead comes back into Marketo from CRM. The problem is that we can't merge two MSD records. 

Is there a way to create an operational smart campaign that pushes the Marketo created lead information to the lead created by CRM? Because at this moment, we have partial lead information on the opportunity and lead. 

[SanfordWhiteman]

We're using a webhook to pull all of our leads into Microsoft Dynamics, which once it hits MSD, it runs as a web inquiry.

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I'd say "push," not "pull," since from what you described the webhook is sending data to MSD.

At any rate I don't think this setup is optimal. It would make more sense to attach a record of the web inquiry to a field on the Marketo person (a single Textarea field, synced with MSD, could hold an entire JSON object with all the trimmings). Then when the person syncs back with MSD, that field comes along with them, and you can unwrap the field into a new web inquiry related to the lead.

[Elida_VanSledri]

We actually do a similar de-dupe inside of MSD, so you brought up a good point. Why make it more complicated when we can figure out a way to eliminate the duplicates with proper matching.

If I push the lead into CRM before calling the web inquiry, it will match the lead I just sent over, based on our custom process in MSD, and then sync over with the existing Marketo lead. This should solve the problem, but I'm going to test it and report back!

[SanfordWhiteman]

Sounds good!

[Elida_VanSledri]

Update!

Solved the duplicate issue, there is only one lead in Marketo. However, now the fields in Marketo are not updating that get populated in CRM after the web inquiry is processed in Dynamics. 

Example:

Test Lead 1 gets synced to Dynamics, 5 minutes later, the webhook gets called, pushes information through a web inquiry, web inquiry gets processed, CRM populates a status and assigns a sales person to lead, status and sales person fields don't get updated in Marketo. 

This feels like a support ticket issue. 

[SanfordWhiteman]

Seems like an MSD API user permission issue, and Admin » Field Management » Block Updates.

If certain Person fields are not being updated but others are, one of those 2 is usually the cause.

[Elida_VanSledri]

We looked into the user permission. We believe they are accurate. 

Support came back and wasn't sure what we wanted to do is possible. They don't know why CRM is not syncing to Marketo when we sync to CRM then call the webhook.

It seems like something so simple should work?

[SanfordWhiteman]

It seems like something so simple should work?

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Indeed, it shouldn't be any different from syncing another field.

[Elida_VanSledri]

Update

Our solution to sync new leads with MSD then call our webhook to update more fields DID work. What wasn't properly working was our sync. We are in final stages of testing in our sandbox environment then will provide the full solution if anyone ever has this issue as well!