11 Replies Latest reply on Sep 25, 2013 6:51 AM by 2595

    "Fixup Lead Owner" - Marketo leads assigned to SFDC admin

      Forgive me if this isn't the right venue to pose this question. I'm new to the Marketo world - have posted over on SFDC community too. Appreciate any insight from you veterans!

      We're using Marketo to assign lead owners based on web visitors selection from a drop down list on a form (things like Sales Inquiry, Media Inquiry). 

      Everything has been working great until suddenly there's a Marketo action after the SFDC sync that is reassigning the lead. It creates the Task, Sync Lead Updates to SFDC, but then goes to Change Data Value > Changed Lead Sales Owner from StafferA to StafferB. 

      I haven't added this as a flow step in Marketo - and when I click in on it the reason given is 
      "Synched from salesforce.com - fixup Lead Owner." 

      We are not using lead assignment rules in SFDC yet, so I don't know why this step is now appearing. I've checked all field level permissions and Marketo still has access to everything. 

      Anyone run into this? Searched articles and discussions but didn't see anything quite like this. 

      And Marketo Support team says: 
      The activity that you are seeing is basically reporting a change to the lead/contact record that was made at the Salesforce end. We have no control on the SFDC end to prevent such activities from happening or to see by whom they were made. This needs to be investigated from the SFDC end to see how the lead owner and by whom was changed at the Salesforce end.


        • Re: "Fixup Lead Owner" - Marketo leads assigned to SFDC admin
          Edward Masson
          Marketo Support is right, if you create a couple of flows to sync leads to SFDC and your assigning leads to SFDC users then the lead goes down another sync flow step and is then assigned to another SFDC user then the lead will get reassigned.

          Example:
          Flow process for Trial Downloads and is assigned to Rep A
          Flow Process for White Papers and is assigned to Rep B

          Lead downloads a trial on Monday and is assigned to Rep A
          Lead downloads a white paper on Tuesday and is assigned to Rep B

          Activity history will show being assigned to Rep A then being reassigned to Rep B

          Solution: Have your flows to use SFDC Auto assign and not assign in Marketo.

          Hope this helps

          • Re: "Fixup Lead Owner" - Marketo leads assigned to SFDC admin
            Thanks Edward for the speedy response - so the weird part is that we don't have SFDC Auto Assign set up yet, we're still trying to figure out what workflows will work best for our small organization. And this reassignment from what we tell Marketo to do, to SFDC assigning to Admin (me) is happening at the moment the lead is first created.

            Here's what the flow steps look like in case that helps decipher.

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            • Re: "Fixup Lead Owner" - Marketo leads assigned to SFDC admin
              Edward Masson
              The screenshots show that the source of the lead update was from SFDC. That is the automatic sync between platforms. It looks like your lead was upadated in SFDC 'fixup Lead Owner' and that information was then updated to the record in Marketo. 

              if no flows with Sync to SFDC has been set up, it apprears its being updated changes from SFDC. Can you take another screenshot of the leads activity history? just to see what activity happen before and after the event. 
              • Re: "Fixup Lead Owner" - Marketo leads assigned to SFDC admin
                Hi Edward - it's definitely happening in SFDC. Marketo Support confirmed it. I had my hubby register so I could get a clean view of what's happening (attached). And in SFDC I'm seeing the field that's overwriting the Marketo flow. I just can't figure out how to tweak on the SFDC side to get it back to what it had been doing very nicely.

                Thanks so much for the brainpower!0EM50000000QJgQ0EM50000000QJgV
                • Re: "Fixup Lead Owner" - Marketo leads assigned to SFDC admin
                  Edward Masson
                  This graphic helps!

                  You need to look at your assignment rules to see what has changed recently as SFDC cant find a lead owner/queue to assign this particular lead or Leads.

                  Is there other lead assignment rules in SFDC to lead queues? So this lead met no other criteria in SFDC to be routed to other than the Default.

                  As I don't know how you route leads to queues etc, but maybe you use Country, State or by Product to route and assign but something you depend on to make that routing has changed or deleted.

                  Hope that makes sense.

                  • Re: "Fixup Lead Owner" - Marketo leads assigned to SFDC admin
                    Thanks Edward - that's the weird part. We have no queue, no lead routing, no auto-assignment whatsoever set up in SFDC other than that default, which I as admin have not changed. We rely on the Marketo flow to create the lead and assign it to the right person, and then create the follow up task.

                    It used to work where both the newly created lead and the task were assigned to the right person. And now, some change has taken place that I can't track down that SFDC is overwriting Marketo's instructions to default to the admin.

                    Thanks again - I opened a support case with SFDC in the hopes they can help too. Marketo Support looked at our installation and said it is 100% happening on the SFDC side.
                    • Re: "Fixup Lead Owner" - Marketo leads assigned to SFDC admin
                      Edward Masson
                      'SFDC is overwriting Marketo's instructions to default to the adminSFDC is overwriting Marketo's instructions to default to the admin'

                      Ah, OK, if you do all the sync assignments in Marketo, do you have one or multiple smart campaigns with flow step of sync to SFDC and your selecting a person like the image below?

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                      • Re: "Fixup Lead Owner" - Marketo leads assigned to SFDC admin
                        We do indeed - one for each type of inquiry a web visitor can choose from our contact form (i.e. Sales, Media, User Support, etc).
                        • Re: "Fixup Lead Owner" - Marketo leads assigned to SFDC admin
                          I'm experiencing the exact same thing. I'm wondering if you got resolution on how to fix.
                          • Re: "Fixup Lead Owner" - Marketo leads assigned to SFDC admin
                            Hi Lee Anne - it escalated to Marketo support who found an operational program that overwrote all others. Ours got set up during onboarding as a catch all that new leads who didn't have an owner would default to the admin (me). Once that was removed, everything worked out find, but it took at least 2 Marketo techs and 2 SFDC techs looking at it to get it sorted out. Hope that helps!
                            • Re: "Fixup Lead Owner" - Marketo leads assigned to SFDC admin
                              It sounds similar to what we uncovered, with the help of some of your pre-sleuthing we found here. I couldn't logically see how the change SF made would do it, but I haven't seen it since, so I guess it did the trick. Thanks!