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Miika_Niemelä
Miika_Niemelä
New Participant
March 6, 2017
Question

Create new Leads for existing Contacts (Dynamics 365)

  • March 6, 2017
  • 3 replies
  • 8207 views

I was wondering if someone could help me out to solve this issue. I'm trying to find out a way to create new Leads for existing Contact in Dynamics 365 CRM.

For example I have a contact "John Doe" in CRM and in Marketo (contact entity). John Doe comes to our website and submits demo request form. The Contact entity gets updated in Marketo and the CRM sync tries to update the CRM Contact entity. I would like create a new lead from this and not update the existing Contact.

Logic would something like:

Smart list

- If data value changes (source last)

Flow

- sync to CRM

-- if Microsoft Type is contact, sync as lead

    3 replies

    Dan_Stevens_
    Dan_Stevens_
    New Participant
    March 6, 2017

    BTW, as we're about to upgrade to 365 Online, we heard that Microsoft recently changed the authentication method for Microsoft Dynamics 365. As a result, Marketo’s integration user may fail logging into our customers’ CRMs. There is a P1 Jira ticket open for the engineering team who are working directly with Microsoft to resolve. No ETA yet. Are you experiencing this issue?

    Grégoire_Miche2
    Grégoire_Miche2
    New Participant
    March 6, 2017

    Hi Dan,

    Might be worth a new thread

    Philippe Delle Case​

    -Greg

    Dan_Stevens_
    Dan_Stevens_
    New Participant
    March 6, 2017

    Today, we use purposeful duplicates for this (see my reply here: Moving leads back through the revenue modeler ).  We're in the process of re-architecting this to minimize the number of long-term duplicates and works from "single record of truth" approach.

    Malcolm_Price1
    Malcolm_Price1
    New Participant
    May 12, 2021

    Hey Dan, did you ever get around the creation of leads in Dynamics for existing customers? Would be great to hear any succuss in this area.

     

     

    Grégoire_Miche2
    Grégoire_Miche2
    New Participant
    March 6, 2017

    AFAIK, the connector does not allow this.

    We had the situation on a customer already, and the way we did it is that we simply pushed the info to the contact, then have a workflow in MSD to create the lead.

    -Greg

    Dan_Stevens_
    Dan_Stevens_
    New Participant
    March 6, 2017

    Is this a limitation of Marketo - or CRM in general?  Sure, workflows can be created to create leads that have a parent contact, but syncing over a normal contact, without any customization, is not permitted. Also, if the workflow is built in CRM to do this, be sure to leverage the custom sync filter (as "OFF/FALSE") so that a duplicate lead isn't created in Marketo.

    Grégoire_Miche2
    Grégoire_Miche2
    New Participant
    March 6, 2017

    Hi Dan,

    With the Marketo SFDC connector, there is a trick to force the creation of a lead even if a contact exists. But it is not recommended as it will necessarily create a duplicate in Marketo.

    This is not a limitation from the CRM: in both SFDC and Marketo, a lead can exist together with contacts. Historically, this is even how SFDC used to work by default, since the notion of lead cycling through the system did not exist: a lead was created, immediately assigned for qualification and from there either it was discarded to converted into a contact. On conversion if the contact exists, you can merge the lead with the existing contact.

    But by default also, in SFDC, unlike MSD a lead is not to be linked to a contact.

    I also observe that many MSD customers tend to use leads not as persons but rather as inquiries. To accomodate this, I feel that the Marketo-MSD connector should be able, when a contact exists, to create a lead and attach it to the contact, still attaching the activities to the contact, though.

    -Greg

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