Advanced Salesforce Syncing Options for Account Engagement

There are two options to consider when syncing your Account Engagement account with Salesforce Person Accounts:

By default the Account Engagement / Salesforce connector  will create new Salesforce records as leads and when the lead is converted into a person account, Account Engagement is unable to see the person account. Account Engagement will be unable to sync with the person account and instead Account Engagement will recreate a lead to sync with.

If you use person accounts in Salesforce, you will want to adjust this default behavior. By enabling person account syncing with lead creation, Account Engagement will still create records in Salesforce as leads but when the leads are converted into person accounts, Account Engagement will sync with the person account and no additional Salesforce leads will be created for that prospect.

With this syncing arrangement, a single Salesforce person account record will sync to two different records in Account Engagement: a prospect record and a prospect account record. Account Engagement will not display the two records as one, unlike in Salesforce. The field mapping will remain the same, though — contact-level fields will map to prospect fields, and Salesforce account-level fields will map to Account Engagement prospect account fields. When person accounts are enabled, the Account Owner of a person account can be set as both the Assigned User on the Account Engagement prospect account and the Assigned User field on the Account Engagement prospect. Further, you will see the CRM ID of the Salesforce record that has been converted to a person account under the Contact ID field on the prospect record in Account Engagement.

If you do not use Salesforce leads and you do use Salesforce person accounts, you will want to adjust the default connector behavior. By enabling person account syncing and disabling lead creation, Account Engagement will create person accounts in Salesforce. Account Engagement will sync with just the person accounts and no additional Salesforce leads will be created for that prospect.

With this syncing, a Salesforce person account will sync to a Account Engagement prospect record that is associated with an Account in Account Engagement. Account Engagement will not merge the two records into one view as in Salesforce. The field mapping will remain the same — Salesforce contact fields will map to Account Engagement prospect fields, and Salesforce account fields will map to Account Engagement prospect account fields. On the Account Engagement record you will see the Contact ID for the Salesforce contact ID that has become the Person Account.

By default, the Salesforce connector will create new Salesforce records as leads. Contact the Salesforce Support Team if you'd like to enable Account Engagement to create contacts in Salesforce instead.

If this setting is enabled on your account, Account Engagement will look first at your Salesforce leads to see if there is an existing lead record with the same email address with which Account Engagement can sync. If there is no existing lead record, Account Engagement looks for an existing Contact record with the same email address. If no Salesforce lead or contact exists with the same email address, Account Engagement will create a new Salesforce contact record.

Please note that if your Salesforce instance has duplicates (for example, janedoe@gmail.com exists as both a lead and a contact), then Account Engagement will switch the record it is syncing with, based on the new priority order. If this is not your desired result, you will need to be sure to remove duplicate email addresses, or hide those records from the Account Engagement connector user.