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Account Engagement overwrites Salesforce field value

Date de publication: Sep 30, 2025
Description
Users sometimes notice that Account Engagement is overwriting field values that are synced to Salesforce, even when this is not desired behavior. 

Common reasons why would this happen: 
  • Sync behavior on the field has Account Engagement set to master 
  • Sync behavior on the field has "use most recently updated" set to master, and the Account Engagement record was updated most recently
  • Sync behavior on the field has Salesforce set to master, but the value is null or blank in Salesforce and Account Engagement has data. The system will always try to maintain data when it can, so unless configured otherwise, a null or blank field value will always be overwritten when a sync takes place.
  • The field is an Account Engagement proprietary field and maps to Salesforce as read-only
Résolution
Suggestions to resolve these sync issues:
  • For the Sync behavior issues outlined above, the solution is to make Salesforce the master of fields, or use "most recently updated" if changes are being made exclusively in Salesforce.
  • For issues related to null or empty fields being overwritten, please Contact Account Engagement Support and ask them to enable the setting "Overwrite Account Engagement values with Salesforce null/empty values" in your account.
Numéro d’article de la base de connaissances

000384147

 
Chargement
Salesforce Help | Article