Assigned user in Account Engagement does not match the record owner in Salesforce

Salesforce record is owned by user A but is assigned to user B in Account Engagement. This typically occurs in the following scenarios:
1. User A does not have a corresponding, mapped user record in Account Engagement.
2. User A does have a corresponding, mapped user record in Account Engagement, but the user records were mapped recently and the prospect record has not synced with Salesforce to update the assigned user.

If scenario 1, Account Engagement Admins can follow these steps:
1. Look for the user in Account Engagement
- If you can't find it, create it as a new user
- If it's already created, make sure it's mapped
2. If the user is correctly created and mapped, feel free to contact Account Engagement Support for help.

If scenario 2, triggering a sync for the prospect record will update the user assignment in Account Engagement to match the Salesforce record owner.

If the assigned user in Account Engagement still will not update after manually syncing the prospect record, that means the Salesforce user assigned as the record owner is not mapped to a Account Engagement user. 

Account Engagement Admins can resolve this by following the documentation to map Salesforce and Account Engagement usernames and then triggering a sync for the prospect record.

 

Prospect Record Not Assigned to Queue
 

Salesforce record is assigned to a queue, but the synced Account Engagement record is not assigned the queue. This can occur if the Salesforce queue has not been added into Account Engagement.

Account Engagement Admins can resolve this by following the instructions to add the queue to Account Engagement and then triggering a sync for the prospect record.