Common reasons why prospect, lead, and contact records may not be syncing correctly between Account Engagement and Salesforce

Potential Reason

Resolution

Prospect record not assigned to a user.

Assign a user to the prospect record.

Prospect record is flagged with Do not sync with CRM.

Enable CRM Syncing for the prospect record.

Sync error in Account Engagement preventing prospect record from syncing to Salesforce.

Check out sync errors here and review a list of common sync errors here.

Salesforce record is paused or unverified

Validate that the Salesforce connector isn’t paused or unverified.

Data skew causing syncing issues.

Review Account Engagement Optimizer to determine if there are any data skew issues. Resolve any data skew issues.

Potential Reason

Resolution

Lead/contact records were created prior to the Salesforce connector being set up or prior to enabling the connector setting Automatically create prospects in Pardot if they’re created as a Lead or Contact in Salesforce

Import the missing lead/contact records into Account Engagement. 

Salesforce connector user doesn’t have visibility to the lead/contact records. 

Work with your Salesforce System Admin to ensure the connector user has the appropriate record visibility.

Your Marketing Data Sharing rules configuration (Advanced & Premium edition only) may be excluding the specific lead/contact records.

Work with your Account Engagement Admin to validate that the Marketing Data Sharing rules are configured correctly.

Lead/contact record cannot sync to Account Engagement without an email address.

Add an email address to the mapped email address field on the lead/contact record.

Lead/contact was syncing to a prospect record but that prospect record is now in the Account Engagement recycle bin.

Remove the corresponding prospect record from the recycle in.

For accounts that don’t allow multiple prospects with the same email address (non-AMPSEA), there may already be a prospect in Account Engagement with that email address, so a new one cannot be created with the same email address. 

Determine if the lead/contact record needs to be merged with a different lead/contact record that is already syncing with Account Engagement.

Salesforce record is paused or unverified

Validate that the Salesforce connector isn’t paused or unverified.

Data skew causing syncing issues.

Review Account Engagement Optimizer to determine if there are any data skew issues. Resolve any data skew issues.