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Hard Bounce field in Account Engagement will not sync over to Salesforce

Julkaisupäivä: Sep 30, 2025
Kuvaus

The Account Engagement Hard Bounced field (pardot_hard_bounced) on a prospect record is checked when the Account Engagement email sending server receives a hard bounce message from the recipient server. 

If this prospect record is syncing to a Salesforce record, Account Engagement will sync the Hard Bounced flag over to Salesforce, which will check the corresponding Account Engagement Hard Bounced (pi__pardot_hard_bounced__c) field in Salesforce. The current timeline of behavior would go something like this:
First Bounce -> check in both systems -> uncheck in SF -> mismatch between PD and SF -> Account Engagement prospect bounce undone -> 2nd bounce happens -> check in both systems.

This means that if the Account Engagement Hard Bounced field is later unchecked within Salesforce, Account Engagement will not overwrite that update. Unchecking the Account Engagement Hard Bounced field in Salesforce will result in the following:

- Account Engagement record with Account Engagement Hard Bounced checked
- Salesforce record with Account Engagement Hard Bounced unchecked

Ratkaisu
To resolve this discrepancy, complete one of the below steps:

1) If the Account Engagement Hard Bounced field on the Salesforce record was unchecked erroneously, check that field again in Salesforce manually.
2) Otherwise, remove the hard bounce flag in Account Engagement by using the bounce reset tool found in the prospect record. If you have a large number to work through, contact Account Engagement Support for additional assistance. 
Knowledge-artikkelin numero

000382177

 
Ladataan
Salesforce Help | Article