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M
mzzee
New Participant
March 4, 2021
Solved

Fields in SFDC not automatically syncing back to Marketo

  • March 4, 2021
  • 2 replies
  • 6825 views

I've noticed that there are a good chunk of records in our system that have missing information in Marketo. For example, a field might be TRUE in Salesforce but in Marketo it says FALSE. If I run a batch campaign and sync them to SFDC, the fields get updated. 

 

My question is - why do I have to manually sync these fields to the records? And why do most of the fields auto-sync but these few fields seem to need a manual push? It seems that after an initial manual sync, any subsequent update is automatically captured by Marketo. Seems like it just needs a jump start.

 

Any ideas?

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Best answer by Oz_Platero

Hello @mzzee ,

 

There are several likely culprits, and some are rabbit holes.

 

example of possible issues:

  • You could have a backlog so the changes could be delayed if they are occurring.
    • Check with support to see if you have a backlog.
    • Your batch could have a flow step "sync to SFDC" which makes a direct API call that bypasses the bi-directional sync and thus makes updates faster, but at the cost of API call efficiency.
  • Although the field looks like it is a boolean, it could be a Formula checkbox in SFDC.
    • Ensure the field is a true checkbox, and if you need a formula use a workflow to set the checkbox field.
    • There a a few implications here to keep the post brief I would recommend looking for behavior around formula fields + SFDC sync.
  • Check to rule out duplicates
    • In Marketo make sure the SFDC ID matches what you are seeing in the SFDC side.
  • Rule out race conditions
    • Make sure the records are already synched prior to the data value change  on the field.

 

Thank you,
oz

2 replies

Oz_Platero
Oz_PlateroAccepted solution
New Participant
March 5, 2021

Hello @mzzee ,

 

There are several likely culprits, and some are rabbit holes.

 

example of possible issues:

  • You could have a backlog so the changes could be delayed if they are occurring.
    • Check with support to see if you have a backlog.
    • Your batch could have a flow step "sync to SFDC" which makes a direct API call that bypasses the bi-directional sync and thus makes updates faster, but at the cost of API call efficiency.
  • Although the field looks like it is a boolean, it could be a Formula checkbox in SFDC.
    • Ensure the field is a true checkbox, and if you need a formula use a workflow to set the checkbox field.
    • There a a few implications here to keep the post brief I would recommend looking for behavior around formula fields + SFDC sync.
  • Check to rule out duplicates
    • In Marketo make sure the SFDC ID matches what you are seeing in the SFDC side.
  • Rule out race conditions
    • Make sure the records are already synched prior to the data value change  on the field.

 

Thank you,
oz

    Veronica_Lazar1
    Veronica_Lazar1
    New Participant
    March 5, 2021

    @oz_platero is spot on! SFDC formula and lookup fields are not "triggering" the sync as they are not really seen as Data Value Changes. In case you are working with these field types, what you can do is build a process on SFDC side to trigger the modstamp everytime these fields are updated. The modstamp will force the sync and updates should come through from SFDC to Marketo.

      Oz_Platero
      Oz_Platero
      New Participant
      March 8, 2021

      @veronica_lazar1 ,

      Wonderful!
      Glad I could help.  If you don't mind and you found those suggestions helpful could you mark it as solved?

      Chris_Wilcox
      Chris_Wilcox
      New Participant
      March 5, 2021

      Hi Malik,

       

      In my experience, it has to do with how that record got updated in the CRM. Sometimes when my CRM team bulk updates records, the method they use doesn't "touch" the record as far as Marketo-Sync can actually tell. They have to almost add an extra step to "open and close" all the records they modified, and that is visible to Marketo and prompts the sync. 

       

      Unfortunately I'm not intimately familiar with the SFDC side of things, but I am 100% certain I've encountered this before.

       

      Good luck!

      Chris 

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