Field does not sync in Account Engagement

Field type mismatch

In most cases, in order for values to be passed back and forth between your CRM and Account Engagement, the field types for each respective system must match. For example, if you have a dropdown picklist field in your CRM, the matching field type must be used in Account Engagement (also with matching value options).
While Account Engagement will accept most values from any CRM field type into an Account Engagement text type field, most CRMs will not accept values from an Account Engagement field type that does not match the CRM field type. For example, if you are mapping a dropdown picklist field to a text field in Account Engagement, Account Engagement will accept any value, but the CRM will not accept any value coming from Account Engagement. So, when trying to pull values from the CRM to Account Engagement, the field type should not matter. However, if you are trying to push values from Account Engagement to your CRM, the field types must match.

Field value mismatch

Wrong field mapped

It is common to map the incorrect field between the CRM and Account Engagement. If values are not syncing across, you may want to verify the mapping of the intended field. This is especially true when there are fields with similar names. It is important to note that when mapping a CRM field to an Account Engagement field, Account Engagement lists your CRM field name, not the label.

Lead vs. contact field

If you have created a custom field in your CRM, make sure that the field has been created for the object type (lead, contact, account, opportunity) that you wish to sync with. For example, if you create a lead field in your CRM and map it to a field in Account Engagement, that field will not sync if a prospect is synced with a contact record. It may be possible to map fields within your CRM to both leads and contacts so that, when a lead is converted to a contact, the value flows along with it.

Lookup field

Formula field

Formula fields in your CRM can be used to source a value from one object to another. While Account Engagement can sync with formula fields, a change to a formula field will not trigger a sync. This is because a formula field is a way of arriving at a value, but does not actually store the value and will not update the last modified timestamp on a record when it changes. When first mapping Account Engagement to a formula field, you can perform a full sync to pull in all the existing values from Salesforce. 

Note: While Account Engagement can sync with formula fields, they will not trigger a sync. However, changes to values in roll-up summary type fields will trigger a sync. You can learn more about roll-up summary fields here.

Metadata not pulled

Is your new CRM field missing from the dropdown selection when creating an Account Engagement custom field? When a new field is created in your CRM, it is not instantly pulled into Account Engagement. If you create a field and need for it to show up in Account Engagement immediately, then when you create the Account Engagement custom field that will be used for mapping, click on the circular arrows button next to CRM Field Name. This will pull all current CRM fields in to the dropdown list in Account Engagement.

Field not visible

In order for Account Engagement to successfully pull or push values from/to your CRM, the connector user must be able to view the field.

To check this, on Salesforce:
1. Go to Setup > Object Manager
2. Click on the object for the specific field (Lead, Contact, Account, or Opportunity)
3. Click on "Fields & Relationships" and select the field that isn't syncing
4. Click on the button "Set Field-Level Security" and make sure the profile of the Connector User has visibility
5. Click on "Save"

Then, in Account Engagement, manually sync one prospect and check if the sync works now. Remember also the field must be on the page layout for you to see its value, otherwise, it might be syncing correctly but you can't see it.

Master system

For custom fields, and certain default fields, it is possible to make either your CRM or Account Engagement the master for that field. In other words, in the case of a data conflict, you can decide which system will dictate the value that will remain. If you are trying to sync a value, but it continues to be overwritten by what is in the other system, you may have the unintended system set to be the master. You can control this behavior by editing the sync behavior in the Account Engagement fields. The options will be "Use Account Engagement's Value", "Use Salesforce's Value", or "Use the most recently updated record".
Account Engagement always views some data as being better than no data. So, regardless of which system is set to be the master, if a value exists for a field in one system and there is no value in the other system, the value will be set in both systems upon syncing.

Wrong prospect

When a value is expected to sync between your CRM and Account Engagement, but it is not, you may want to test this on multiple prospects. It is common that the value is in fact syncing, however, your CRM record or Account Engagement prospect is not syncing with the record that you are expecting. The best way to address this issue is to use the CRM icon/link on the record that you are looking at in Account Engagement, or the “pi_url” on the CRM record that you are looking at. Doing a simple search in your CRM can be misleading, as you may have duplicate records or bad data.

Multiple values

If you have multiple values recorded in an Account Engagement field, note that CRMs are not able to accept multiple values from Account Engagement. The CRM will only accept the newest value for that custom field. A hypothetical example: in Account Engagement, there is a custom field, Hair Color, that can accept multiple values. The Account Engagement prospect record has values "blond; purple". CRMs will not accept both "blond" and "purple" from Account Engagement to its corresponding text field — the CRM record will only be updated with the value added most recently.