Account Engagement User Sync Troubleshooting

User Sync is enabled, but the Account Engagement user is in the recycle bin or hasn’t synced to Account Engagement

Below are some potential configuration/settings to check to resolve the following issues:

• You might have found some of your users in the Recycle Bin, but you never deleted them (typically showing as deleted by Salesforce Connector).
• A Salesforce user is not syncing to Account Engagement and creating a corresponding user record.

A) The user in Salesforce has been made inactive in Salesforce

User Sync will not sync inactive users. With any version of user sync, marking a Salesforce user inactive will move the corresponding Account Engagement user into the recycle bin. 

B) Your current User Sync setup in the Salesforce Connector

For business units that have not yet transferred user management to Salesforce, there is a User Sync setting called Move Pardot user to the recycle bin when they no longer have an assigned profile. This means, if your user has a profile that is not currently being synced with Account Engagement, it will be sent to the Recycle Bin. To check if this is the case:

1. In pi.pardot.com, navigate to Admin > Connectors.
2. In the Account Engagement Lightning App, navigate to Account Engagement Settings > Connectors.
3. On the Salesforce.com Connector, click on the gear icon and select "Edit Settings".
4. Go to the "Salesforce User Sync" section.
5. Check if this feature is enabled, as well as the profiles that are selected to sync with Account Engagement.

Options to resolve:

• Disable the setting Move Pardot user to the recycle bin when they no longer have an assigned profile in the Connector.
• Allow other profiles to sync by checking the box within Salesforce connector settings.
• In Salesforce, ask the System Administrator to change the user's profile to one checked off for syncing.

C) Salesforce user is not assigned to a user group in Salesforce.

For business units that have opted to manage users from Salesforce, make sure the user has been assigned to a user group (either the Marketing Users group or Sales Users group) in Salesforce via their user or based on public group, role, or role and subordinates. If this configuration isn’t completed, that Salesforce user can’t sync with an Account Engagement user or User Sync won’t remove the corresponding Account Engagement user from the recycle bin. 

How do I ensure not all users with a certain profile gain access to Account Engagement and/or ensure that users have access to certain business units?

We recommend transferring user management to Salesforce. Once you have opted in on the Salesforce side to manage users, you can gain control of which users have access to which business unit by assigning the user to a user group for your specified business unit. This also ensures that not every user with the same Salesforce profile syncs with Account Engagement.

I am trying to delete a synced user, but it won’t delete

There are a few scenarios depending on which version of User Sync is enabled in your business unit.

NOTE A user that is marked inactive in Salesforce will auto archive the corresponding user record in Account Engagement.

A) If Salesforce User Sync is Enabled, but not opted into Salesforce config:

Ensure that the Move Pardot user to the recycle bin when they no longer have an assigned profile User Sync setting is enabled. Enabling this setting deletes any Account Engagement user with a corresponding Salesforce profile that is NOT checked off in the Map Salesforce Profiles to Account Engagement Roles table in User Sync settings.

B) If Salesforce User Sync is Enabled:

Unassign the user from the user group assignment by navigating to the Business Unit Setup page in Salesforce Setup. Please note even if the user isn't directly listed, they could be part of a public group, role, or role and subordinates that is assigned to sync with Account Engagement.

Can I disable Account Engagement User Sync?

No, once enabled, Account Engagement User Sync cannot be disabled.