3 Replies Latest reply on Jan 24, 2017 2:06 PM by Grégoire Michel

    SFDC contacts not syncing

    Andy Penkalski

      We've recently started using gated content forms for our Dutch market (we're US-based). This week, we noticed that the landing page forms were creating a large amount of duplicates leads when contact records already existed for those email addresses in SFDC. Looking a bit further, we noticed that these existing contact records weren't accessible via marketo's lead database. Similarly, the SFDC Sales Insight plugin on these contacts are locked in a way that doesn't allow you to view the contact in marketo, send them a marketo email from SFDC, etc.

       

      Does anyone have an idea as to why these Dutch contacts may not be accessible to Marketo with our current set up? The landing pages are built in Marketo the same as our US pages. Our SFDC admin says that to his knowledge, the Dutch leads aren't handled any differently in our system (although he could be mistaken since this integration was set up so long ago).

       

      Any insight as to how we may be able to get these contacts synced over to Marketo to avoid further duplicates would be appreciated.

        • Re: SFDC contacts not syncing
          Grégoire Michel

          Hi Andy,

           

          From SFDC, Marketo is a user as any. This user connects through SFDC API, but is subject to right management as any other users.

           

          So this relates on whether or not this user can see these contacts in SFDC. It can be related to the contact sharing settings, the role the Marketo user is having, or to some missing sharing rules in the system. The best way to understand is to log into SFDC UI as the Marketo user and see what contacts it can access or not.

           

          It is recommended that in any case the Marketo user be set at the highest hierarchy level of the role hierarchy or be given a "modify all" profile setting on leads, contacts, activities, and campaign and a view all on accounts and opportunities. The other solution to create sharing rules in SFDC so that the Marketo user can always access all contacts, leads, accounts, opportunities, whatever the role and profile.

           

          Are you also sure that no sync filter has been set? There is no easy way to know this except asking Marketo support. And votehere: Have a way to know if a SFDC sync filter is established.

           

          -Greg

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