5 Replies Latest reply on Feb 15, 2018 1:34 PM by Dan Stevens

    'Failed to merge people' error

    Preeth Kumar

      I just synced our SFDC and Marketo and noticed many duplicates--all of which originated from our CRM, since no new people have been created in Marketo yet.  I tried merging them using the default "Possible Duplicates" filter, highlighting the duplicates, and clicking "merge." I got an error screen (shown below).  Any advice on how to resolve this? 

      Screen Shot 2018-02-14 at 2.28.18 PM.png

        • Re: 'Failed to merge people' error
          Grégoire Michel

          A few considerations here:

          • Marketo does not duplicates records coming from the CRM with records already in Marketo. Hence your situation.
          • You normally always be able to merge a SFDC Sync'ed Record (SSR) (SFDC Type [person] is not empty) with a Marketo Only Record (MOR) (SFDC Type [person] is empty). Double check that you are indeed in this situation. If this is the case, log a support ticket.
          • Attempting to merge 2 SSR in Marketo will force an attempt to merge them in SFDC first. If the SFDC merge fails, the Marketo merge will fail as well. These merges are theoretically possible, but are submitted to multiple rules in SFDC and fail more often that succeed. You might be in this case.

           

          -Greg

          1 of 1 people found this helpful
          • Re: 'Failed to merge people' error
            Gerard van den Akker

            Another issue might be that salesforce doesn't allow you to merge a Lead with a Contact.

             

            How it works in SFDC: You need to convert the Lead into a Contact, attach it to the same Account as the existing Contact. At that point you can have Salesforce auto-merge them (Attach to existing John Doe) or create a new John Doe, and then you can merge them on your own.

              • Re: 'Failed to merge people' error
                Dan Stevens

                Not sure if it's the same in SFDC, but in MS Dynamics, the other way to merge a lead and a contact is to use the MSD API.  This eliminates the need to qualify/convert the lead into the existing contact, which will ultimately skew your reporting.

                  • Re: 'Failed to merge people' error
                    Grégoire Michel

                    HI Dan,

                     

                    Having participated in projects with Both CRMs, I can testify that things are slightly different in SFDC from Dynamics, because in SFDC leads are completely separated from contacts and need to be converted. On conversion, you can "merge" with an existing contact of create a new one. In both cases, all the lead activities are transferred to the contact. After conversion, the lead can no longer be seen on the interface, except in some reports. But the Marketo connector has the intelligence to automatically reroute the sync'ed record to the contact.

                     

                    Although I tend to prefer SFDC to Dynamics as a CRM, but on the topic of lead management, Dynamics is really superior with the capability to Link leads to contacts when you "qualify" them.

                     

                    -Greg