Why the "Records in Sync" Count May Differ from Actual Synced Records in Einstein Activity Capture (formerly Lightning Sync)

Reasons for Discrepancy in Records in Sync Count

The following explanations clarify why the "Records in Sync" metric on the Sync Status page may not reflect the actual number of records synced to or from Salesforce.

• "Records in Sync" is a sync engine correlation count, not a creation count. This metric represents the number of records correlated in the sync engine — not the actual number of records created in Exchange or G Suite. A record can be correlated (matched) in the sync engine without having been fully written to the destination system yet.
• In-progress sync transactions may be included in the count. At any point in time, sync transactions may still be in progress. These pending records can register as "Records in Sync" on the Sync Status page even though they have not yet been fully synced to Salesforce, Exchange, or G Suite.
• Deduplication can reduce the number of records actually synced. The deduplication mechanism in Einstein Activity Capture may sync fewer records than are factored into the "Records in Sync" statistic. When duplicate records are detected, they are removed from the sync process, reducing the final count of synced records.

Example Scenario

For example, if a user has 200 contacts in their Google account, the Sync Status page may show 185 "Records in Sync". This discrepancy can occur because:

• 10 records are currently in a pending sync transaction and have not yet completed
• 5 records were identified as duplicates by the deduplication mechanism and were not synced

This behavior is expected and does not indicate an error with Einstein Activity Capture.