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How Sync Behavior Works
Most prospect fields can be configured to control whether the Account Engagement value or the Salesforce value is primary.
Sync Behavior Set to Use the Account Engagement Value
- If Account Engagement and Salesforce field values differ when synced, the value in Account Engagement overwrites the value in Salesforce.
- When a value in Account Engagement is empty and the value in Salesforce isn’t, the Salesforce field value overwrites the empty value.
Example An Account Engagement field value is “ABC” and the corresponding Salesforce field is
“XYZ”. The “ABC” value overwrites the data in Salesforce.
Example A field in Account Engagement is empty and the Salesforce field contains “XYZ”. The “XYZ”
field value in Salesforce overwrites the empty value Account Engagement. This scenario occurs
despite the sync behavior being set to use the Account Engagement value because a field with a
value overrides an empty field.
Sync Behavior Set to Use Salesforce’s Value
- If Account Engagement and Salesforce values differ when synced, Salesforce’s value overwrites the value in Account Engagement.
- When a value in Salesforce is empty and the value in Account Engagement isn’t, the Account Engagement field value overwrites the empty value in Salesforce.
- Your Salesforce connector settings can be configured to allow blank or empty values in Salesforce to overwrite values in Account Engagement. In this scenario, Salesforce empty values are treated as a valid field value. If a field has a value in Account Engagement, and the Salesforce field is empty, the empty value in Salesforce overwrites the field in Account Engagement. To enable this feature, contact Salesforce Customer Support.
Example A field value in Account Engagement is “ABC” and the corresponding Salesforce field is
“XYZ”. The “XYZ” value overwrites the data in Account Engagement.
Example A field in Salesforce is empty and the Account Engagement field contains “ABC”. The “ABC”
field value overwrites the empty value in Salesforce. This scenario occurs despite the sync
behavior being set to use Salesforce’s value because a field with a value overrides an empty
field.
Sync Behavior Set to Use the Most Recently Updated Field
- This option is available on the default Opted Out field. When selected, Field History Tracking must be enabled on the mapped Salesforce fields. And, the Salesforce Connector User being used in Account Engagement needs to have 'Read' field-level security on the Opted Out mapped field in Salesforce on both the Lead and Contact object.
- If Account Engagement and Salesforce values differ when synced, the value in the most recently updated field overwrites the value in the other record’s field.
- When the value in the most recently updated record is empty, and the value in the other record isn’t, the field value in the least recently updated field overwrites the empty value.
Example The Opted Out field in Account Engagement contains the value “yes”, Salesforce contains
the value “no”, and the Account Engagement field was the most recently updated. When the records
sync, the field in Salesforce updates to “yes”.
Example The Opted Out field in Account Engagement contains the value “yes”, Salesforce contains
the value “no”, and the Salesforce field was the most recently updated. When the records sync,
the field in Account Engagement updates to “no”.
Sync Behavior Set to Use the Most Recently Updated Record
- If Account Engagement and Salesforce values differ when synced, the value in the most recently updated record overwrites the value in the other record.
- When the value in the most recently updated record is empty, and the value in the other record isn’t, the field value in the least recently updated record overwrites the empty value.
Example A field in Account Engagement contains the value “ABC” and
Salesforce contains the value “XYZ”, and the Account Engagement record was
the most recently updated. When the records sync, the field in Salesforce updates to
“ABC”.
Example A field in Account Engagement contains the value “ABC” and
Salesforce contains the value “XYZ”, and the Salesforce record was the most recently updated.
When the records sync, the field in Account Engagement updates to
“XYZ”.
Proprietary Fields
Some fields in Account Engagement are proprietary and read-only. Their sync behavior can’t be changed.
- By default, the Account Engagement value overrides the Salesforce value for the Opted Out field. We recommend using the most recently updated field option.
- By default, business units that don’t allow multiple prospects with the same email address use Account Engagement’s value for a prospect’s email. If the email address changes in Salesforce, Account Engagement creates a new prospect record with that email address. If you’d rather sync email changes from Salesforce instead of creating a new prospect, contact Salesforce Customer Support and ask to enable this setting for your Salesforce Connector: Automatically change emails in Account Engagement to reflect changes in Salesforce.
- In business units that allow multiple prospects with the same email address, prospect email is a normal field and you can select a sync behavior.
- If the prospect is syncing to a contact that is associated with an account, the company field is read-only in Account Engagement.
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