4 Replies Latest reply on Jul 18, 2017 12:29 PM by Chirag Agarwal

    Lead duplication when created from Salesforce and Web API

    Chirag Agarwal

      Leads are created on our Marketo from two sources - Salesforce.com and Web API. In an ideal situation, if a lead exists on Marketo and if another source tries to create the lead using the same email address, it should sync data to existing profile instead of creating a new duplicate lead profile with same email address. We have accumulated thousands of such duplicates and they continue to add up every day.

       

      Here is a visual representation of this problem:

       

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      I'd love to know if the community has any ideas and best practices that can help us resolve this problem.

        • Re: Lead duplication when created from Salesforce and Web API
          Sanford Whiteman

          That image is in your private GDocs or something... but anyway I think we get the idea!

           

          The main place you should be controlling SFDC-originated duplicates is in SFDC itself. You should be able to tell that an existing SFDC record is synced to Marketo; why aren't you merging into that record to begin with, before exposing the dupe to Marketo?

            • Re: Lead duplication when created from Salesforce and Web API
              Chirag Agarwal

              Thanks Sanford. I just corrected the image

               

              We're actually not syncing all Marketo leads to Salesforce as majority of them are end users of our product and we use Marketo for email automation for them. It overlaps and end up with duplicates when these users are also created on Salesforce (maybe a prospect trying our product etc.) and Salesforce syncs them separately or sometimes even the other way round (Salesforce.com creates first, then our product via the Web API).

               

              Thankfully, our Salesforce is free of duplicates but I am trying to get my head around how we can combat the dedup issue when leads are created from two different API sources.

                • Re: Lead duplication when created from Salesforce and Web API
                  Sanford Whiteman
                  Thankfully, our Salesforce is free of duplicates but I am trying to get my head around how we can combat the dedup issue when leads are created from two different API sources.

                  When creating leads via the Marketo REST API you can choose your lookup key.

                   

                  I wasn't talking about syncing all Marketo leads to SFDC -- but Marketo cannot automatically merge a Marketo-side lead with a separate SFDC lead/contact that is suddenly exposed to the sync user.

                    • Re: Lead duplication when created from Salesforce and Web API
                      Chirag Agarwal

                      Okay, that would definitely solve half the problem - when leads are created via REST API after SFDC has already created it but if it would still leave us with duplicates when created the other way around.

                       

                      Let's just say that we are ok with duplicate profiles being created but need to identify them separately so that relevant emails can be sent to the profile with right lead ID. For eg: Demand gen is one partition and End-user engagement is another partition. The experience and journey of a lead in both the cases are completely different. Could Workspaces and People Partition be a potential solution?

                       

                      Thanks so much!!