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'Salesforce-Account Engagement Connector' creates duplicate lead or contact records

Fecha de publicación: Sep 30, 2025
Descripción
Sometimes the Salesforce-Account Engagement Connector will create dozens or even hundreds of duplicate lead and/or contact records in Salesforce. Often this can only be "stopped" by disabling CRM syncing for the corresponding prospect record.

This occurs when the Salesforce-Account Engagement connector is asked to sync a prospect to Salesforce, but cannot find the previously created lead or contact record that the prospect record was syncing with.

An example timeline of events:
  1. Brand new prospect record is assigned to a user in Account Engagement, which allows the prospect record to sync to Salesforce.
  2. Salesforce-Account Engagement connector user creates a new lead record for the prospect record to sync with.
  3. If the Salesforce-Account Engagement connector user doesn't have the appropriate permissions to view this new lead record, the lead record disappears from the user's view and prevents Account Engagement from seeing the record.
  4. The end result is that the prospect record never syncs with the new lead record. From Account Engagement's perspective, that prospect record hasn't synced with any Salesforce record before.
  5. Once another activity triggers the prospect record to sync with Salesforce again, the Salesforce-Account Engagement connector user tries to find a lead record for the prospect to sync with.
  6. Since the lead record created in step 2 is not visible to the connector user, the user sees that there isn't one available to sync with.
  7. At this point, steps 2-6 repeat again and again until the Salesforce-Account Engagement connector user is given visibility into the lead record that is created in step 2.
Solución

There are two ways to resolve this issue, both of which involve giving the Salesforce-Account Engagement connector user more visibility into lead and/or contact records.

Method 1:
Give the Salesforce-Account Engagement connector user 'View All Records' object permissions for the lead and contact objects. This will ensure that the connector user can view all lead or contact records in the Salesforce org. This will prevent steps 3-7 in the above timeline.

Method 2:
If the Salesforce org's Organization-Wide Defaults are set to 'Private' for lead and contact records, then use Sharing Settings to give the Salesforce-Account Engagement connector user to extend access to the appropriate set of lead and/or contact records to prevent duplicate records from being created.

Número del artículo de conocimiento

000381520

 
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