Super Weird Marketo - SFDC Sync Issue | Community
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A
Anonymous
February 10, 2016
Question

Super Weird Marketo - SFDC Sync Issue

  • February 10, 2016
  • 7 replies
  • 4880 views

Hi guys,

So we hosted a webinar with GoToWebinar (no problem). The webinar was correctly synced with Marketo, so all of our registration information (attendees, no shows, etc) all correctly recorded into Marketo.

The event was also synced with a SFDC campaign. However, only some of the registration information synced correctly. So, while 38 people attended the webinar (and this is correctly recorded in both G2W and Marketo) only 23 people are listed in SFDC as "attended". The other 15 people are listed as "Invited".

The Marketo smartlist that leads to the "attended" SFDC status change is:

Program Status is Changed

Program IS our.program_name

Success: true

Any ideas?

Thanks!

Andrew

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7 replies

A
Anonymous
February 14, 2016

Found some more difficult/interesting things:

In the activity log of one of our attendees, it shows this error (below). Now, what is odd is that we actually have a lead column in SFDC called mkto_si_Last_Interesting_Moment_Date_c , so any idea why this is erroring? Thanks

_updateSObjectsById failed for 1 Lead record(s) - INVALID_FIELD: No such column 'mkto_si__Last_Interesting_Moment_Date__c' on entity 'Lead'. If you are attempting to use a custom field, be sure to append the '__c' after the custom field name. Please reference your WSDL or the describe call for the appropriate names.

Grégoire_Miche2
Grégoire_Miche2
New Participant
February 14, 2016

Hi Andrew,

This is a Marketo Std field that comes with the installation of Maketo Sales Insight. If Marketo cannot see it, it means the fields is not visible from the profile used for the Marketo sync user.

Either the MSI packages was not installed properly or (more likely) some has modified the profile in SFDC afterwards.

This should not prevent lead sync, though, just the sync of this field.

-Greg

A
Anonymous
February 12, 2016

Update here -


I have examined the activity history for the unsynced leads. Subsequent marketo activity is syncing with them without issue.

There's also nothing in the activity history which shows status changes (but this is true for our correctly-synced leads as well). So, side question - How can I make sure that lead status changes get listed in the activity history? (I've figured this out for lead history going forward, but would be ideal if it also fit into activity history).

What I still don't understand, and this is my primary question, is how could only 15 leads not sync correctly when everyone else does? Only these 15 and nobody else, even when I resync it all now? I'm looking at the correct Marketo info with the correct associated campaigns, I sync it, and no changes in SFDC. How is that possible?

I've contacted support but they have given me nothing so far.

Thanks

Andrew

Grégoire_Miche2
Grégoire_Miche2
New Participant
February 12, 2016

Hi Andrew,

So it seems really linked to the campaign-program sync.

Go to the admin->tags-> channel and open the channel of the program (webinar). Add a new status with the same step value as your "attended" status. Let's call it "Attended2"

Go back to the program. Select one of the 15 leads and change its program status to "Attended2". Wait a few minutes, until next sync, then change the status back to "Attended" and tell us what you observe on the activity log and in SFDC.

-Greg

A
Anonymous
February 14, 2016

Found the bug!

Sync Lead to SFDC: Failed : Failed: REQUIRED_FIELDS_MISSING: Required fields are missing: [COMPANY]

How do I get rid of the required field (company) for SFDC Sync??

So close to having this resolved

Andrew

A
Anonymous
February 12, 2016

One other thought - do the Attendees that didn't sync have all of the SFDC required fields? I have had instances where a webinar attendee left company name blank (since one of their coworker "helpfully" forwarded the direct link to the webinar and they joined without a full registration through Marketo) and then that person couldn't be synced to SFDC.

I'd recommend using the SFDC Campaign Sync rather than a separate Smart Campaign in the future. I used to use separate Smart Campaigns (similar to the one you describe) and then when I tried using the Campaign Sync it made my life much simpler! Fewer moving parts

A
Anonymous
February 12, 2016

Can you explain to me specifically how to setup / use SFDC Campaign Sync? We have already synced our Event to SFDC at the event level, and are merely updating lead status from within the flows.

Andrew

Grégoire_Miche2
Grégoire_Miche2
New Participant
February 12, 2016

Hi Andrew,

Go to the admin -> Salesforce and edit the sync options then check the box "Salesforce campaign sync".

Also make sure that the Marketo sync user has the "Marketing User" checkbox set in SFDC.

From there, you will be able to sync all programs either with existing campaigns or creating new ones from Marketo. For this, go to a program summary page and hit the "Salesforce Campaign Sync" link.

NB: if you want to sync with existing campaign it will require that the SFDC campaign member statuses (in the advanced setup) are exactly identical to Marketo channel member statuses (defined in the admin ->tag). This is pretty cumbersome and it's why it much easier to create the campaigns from Marketo.

When a program syncs with an SFDC campaign, all "add to SFDC campaign" flow steps that reference this SFDC campaign are ignored by Marketo.

-Greg

A
Anonymous
February 11, 2016

Apart from what Greg mentioned, and since you mentioned that you went over API limit recently, there might be other scenario.

Is your Marketo - SFDC sync pipe clogged with too many activities?

Was there a huge sync (unrelated to this one) going on?

Any large import?

Bulk lead updates?

I have seen in some cases that sync of a lead field change can take hours (or days) if there was a sync with huge that was triggered just before.

Reach out to Marketo support to see the Marketo -SFDC sync queue status.

Hope this helps


Rajesh

Josh_Hill13
Josh_Hill13
New Participant
February 11, 2016

Did you use the Smart List or Program Member tab as

Member of Program IS X with Status Y,Z, A?

Be more specific here with your smart list. And +1 to others.

Grégoire_Miche2
Grégoire_Miche2
New Participant
February 10, 2016

Hi Andrew,

It may happen when the sync of the 15 leads broke during the campaign. If the leads cannot sync, their campaign membership cannot either, from what I have observed.

The sync may have broken for various reasons :

  • You are using a filtered sync (a "sync with Marketo" or similar field in SFDC filters which leads / contacts can sync) and the filter got activated (for instance, the field "sync with Marketo" was unchecked
  • Some validations rules in SFDC prevent you from updating the fields in SFDC from Marketo (e.g. Mandatory fields or specific required field values)
  • The leads/contacts were assigned to a user and your SFDC sharing model does not allow the Marketo user to access the record any longer.

Whatever the reason, they will show in the activity log of these fields. Drill down to one of the 15 leads and look at the activity log, the sync to SFDC steps will show a minimum info on the error.

-Greg

Grant_Booth
Grant_Booth
New Participant
February 10, 2016

Hi Andrew,

Here's a few things to consider:
1. Have you considered using the program to sfdc campaign sync, so statuses in the Marketo program sync with those in the SFDC campaign automatically, instead of relying on a separate smart campaign to make the change?
2. Did the leads in question not qualify for the campaign which is supposed to update their SFDC campaign status?

3. If you look at the activity logs of the leads in Marketo who are still marked as invited in SFDC, does it show any failed syncs to SFDC?

Grant

    A
    Anonymous
    February 11, 2016

    Hi Grant,

    1- How does one structure that? Our program is an Event and it is synced with the SFDC campaign automatically - however, we have multiple different lead statuses within that campaign (Attended, Registered, No Show, Invited) and we have been using SmartLists to differentiate between those statuses (i.e. when initial invitation is sent -> Invited; when form-filled -> Registered, etc.).

    2- There are no filters that would prevent them from qualifying.

    3- surprisingly, the day before the event we had a failed sync for API limit. I'm not sure how we possibly could have hit our API call limit, but it looks like we did. How would that affect the event/sync?

    Last question - I've gone to "Event" and re-synced with the SFDC campaign, yet the leads in SFDC aren't updating. Any ideas how I can get those leads to correctly sync with the Marketo lead status information?

    Thanks again!

    Andrew

    Chris_Algiere
    Chris_Algiere
    New Participant
    June 16, 2020

    ANDREW! Did you ever figure this out? We are seeing the same issue with a massive number of API calls to salesforce. We can't figure out what is going on. Similarly, we have been using gotowebinar recently. Not sure if that is a coincidence or not. Please let me know if this is something you ever figured out.

     

    Thanks in advance, 

    Chris

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