Discrepancies between Salesforce Report and Account Engagement Dynamic List

Salesforce reports for leads and contacts may yield more records than a list in Account Engagement. In order for the total numbers to be better aligned, some Salesforce fields as well as Account Engagement assets can be checked in order to better consolidate the two sources.

The below suggested methods can assist a user to pinpoint why Salesforce records may not be appearing in Account Engagement, or why Account Engagement list numbers may be lower than expected:

Place the field 'Account Engagement URL' onto the lead and/or contact report in Salesforce
Add a report filter for leads and contacts that have no email address
Check the Account Engagement's Recycle Bin
Ensure any custom Account Engagement fields in the dynamic list logic are on both leads and contacts in Salesforce
Check any date or ownership filters on the Salesforce report
Compare Salesforce report logic with dynamic list logic
Check Marketing data sharing rules
Duplicate records in Salesforce
Sync errors

Place the field 'Account Engagement URL' onto the lead and/or contact report in Salesforce

▸ This field is a default field installed with the Account Engagement AppExchange Package in Salesforce.
▸ Place or filter this field onto a lead and/or contact report and sort by the records with a 'blank' Account Engagement URL.
▸ This can indicate that the Salesforce records never synced with Account Engagement because:

A) The Salesforce records may be older records that were never imported into Account Engagement as part of the initial import.
B) The Salesforce connector previously didn't have visibility into those records due to a lack in connector user object or record permissions.
C) The Salesforce connector previously did not or currently does not have the connector setting "Automatically create prospects in Account Engagement if they are created in Salesforce". This would require the records to be imported directly into Account Engagement, as they may not have synced with Account Engagement before.

Add a report filter for leads and contacts that have no email address

▸ Email is a required Account Engagement prospect field, so any leads or contacts without an email address will not be syncing with an Account Engagement prospect.

Check the Account Engagement's Recycle Bin

▸ Check to see if any deleted records matching the email address in Salesforce can be found in the Account Engagement's Recycle Bin. To access it, go to Admin > Recycle Bin > Prospects (pi.pardot.com) or Account Engagement Settings > Recycle Bin > Prospects (Account Engagement Lightning App).

Ensure any custom Account Engagement fields in the dynamic list logic are on both leads and contacts in Salesforce

▸ If a custom field only lives on one of the objects in Salesforce (i.e. a lead) but contacts should also have this field value, ensure that the custom field is placed on the other object as well (i.e. a contact).

▸ This way, should an Account Engagement prospect be syncing with a lead or a contact, Account Engagement can pull in the matching prospect onto the list.

Check any date or ownership filters on the Salesforce report

▸ Adjust the Salesforce report criteria to display ’All Contacts’ for ‘All Time’, if no date filters exist on the Account Engagement list.

Compare Salesforce report logic with dynamic list logic

▸ Does the Salesforce report have additional or missing filters? Or does the dynamic list have more criteria than the Salesforce report?

▸ Ensure that the logic between the two systems matches, so that additional records aren’t getting counted in one system and left out in another.

Check your Marketing Data sharing rules

If you have Account Engagement advanced edition, you might have Marketing data sharing rules in place, which ensures that only records matching your set criteria sync with Account Engagement. Make sure that your report filters align with your Marketing data sharing criteria. See our documentation for more info about Marketing data sharing.

Duplicate records in Salesforce

Duplicate leads or contact in the CRM can also cause reporting discrepancies. CRMs sometimes let you create multiple lead/contact records with the same email address. If your account uses a prospect's email address as unique identifier, Account Engagement doesn't allow multiple prospects tied to one email address. For example, in Salesforce, if you run a report to find all contacts/leads with an email at the example.com domain, and you have multiple johndoe@example.com records, your Salesforce report will yield more entries than the Account Engagement report.

This does not apply if your Account Engagement account allows multiple prospects with the same email. In this case, Account Engagement will use the CRM ID as the unique identifier and can sync all records that have that email.

Sync errors

Sometimes prospects cannot sync because of connector errors that need to be resolved. Check your CRM sync error queue by navigating to Admin > Connectors > click the gear icon next to your connector > Sync Errors (pi.pardot.com) or Account Engagement Settings > Connectors > click the gear icon next to your connector > Sync Errors (Account Engagement Lightning App).

These are our recommendations to fix the issue:

- If some records in Salesforce don't have an email address:

Add an email address to Salesforce records that don't have any yet, and if the connector setting “Automatically create prospects in Account Engagement if they are created in Salesforce” is enabled, this will create a new Account Engagement prospect.

- If you find prospects in the Account Engagement's Recycle Bin:

They can be manually undeleted, or:
1. Export the report from Salesforce into a .CSV file including the CRM ID (if AMPSEA is enabled)
2. Import the file in Account Engagement, selecting ‘Undelete matching prospects found in the recycle bin during this import’ in the import wizard
3. This will pull those Account Engagement prospects out of the recycle bin so that they are eligible to match the list in Account Engagement.