Multi-Org FAQs

Is Multi-Org Enabled by Default?

No. Multi-Org must be requested from Support. We examine your account to ensure that Multi-Org is right for you.

Who Can Upgrade to a Multi-Org Account?

Multi-Org is an Enterprise 2.0 account configuration. It requires version 5.494 or later of Marketing Cloud Connect and Connected App Authentication.

What Are the Benefits of Multi-Org?

Multi-Org connects multiple Salesforce orgs to a single Enterprise 2.0 account, with all the Enterprise 2.0 account benefits. Your Sales or Service Cloud connections are managed at the Business Unit level. Multi-Org is a great solution to centralize your marketing content in Engagement, but maintain separate CRM data throughout your organization.

Why Upgrade to Multi-Org?

Customers with multiple Sales or Service Cloud instances that hold different data or serve different business functions can typically benefit from upgrading.

Can I Enable Multi-Org for an Existing Account?

Yes. Upgrading an existing Enterprise 2.0 account is possible, but any previously connected business unit must be manually reconnected. The top-level (parent) account remains connected.

Example: I have a standard Enterprise 2.0 Engagement account with five Business Units connected to a single Sales Cloud org. The top-level (parent) account is connected to the same org. In a non-Multi-Org account, all five Business Units could inherit the parent-level connection. Enabling Multi-Org removes the Business Unit connections inheritance, breaking any existing Business Unit connection. The top-level (parent) account remains connected. Each Business Unit must be individually reconnected to the appropriate Sales Cloud org after upgrading. Also, reconnect user mappings at the Business Unit level.

Does Multi-Org Require a New or Separate Installation of Marketing Cloud Connect?

No. Multi-Org is available for any existing Marketing Cloud Connect customers using version 5.494 or higher. When Multi-Org is enabled, your accounts are disconnected. Disconnecting your account removes existing user mappings, attribute mappings, and tracking subscriptions.

Can I Disable Multi-Org?

No. After your account is upgraded to Multi-Org, you can’t turn it off.

How Do I Get Multi-Org Improvements?

All Multi-Org improvements and enhancements are automatically pushed to your account with every Marketing Cloud release.

What Are Multi-Org Best Practices?

We recommend controlling All Subscriber List access, using a custom profile center, and carefully planning your account and user setup. Review Multi-Org Account Configuration.

Do Child Business Units Inherit Parent Mappings?

No. Parent-mapping inheritance isn’t currently supported. All connections must be managed at the Business Unit level. While upgrading, suspend all sending through Marketing Cloud Connect as any in-flight sends fail.

Are There Restrictions When Connecting Users?

Yes. Establish a one-to-one connection between Sales and Engagement customers. However, more complex connection schemes are supported depending on your business unit connections.

Can I Disconnect My Accounts?

Yes. You can disconnect any Business Unit from your Sales or Service Cloud using the Salesforce Integration screen in Engagement. Disconnecting your account removes existing user mappings, attribute mappings, and tracking subscriptions. After it’s disconnected, that Business Unit can connect to any eligible org.

Warning If you use Synchronized Data Sources with multi-org configuration, when you disconnect a business unit from Sales or Service Cloud, synchronized data extension names can change. To ensure that they continue working, update query activities that reference those synchronized data extensions.

Are There Best Practices for Reconnecting?

Yes. If you’re disconnecting and reconnecting to a different Salesforce org, click Disconnect in Marketing Cloud Connect settings before reconnecting. Pause any Synchronized Data Sources during the process.

Is Sharing Salesforce Data Extensions (SFDEs) Across Business Units (BUs) Allowed?

No. Sharing SFDEs in a Multi-Org account isn’t supported, even between BUs connected to the same org. Sharing standard Data Extensions and content is supported. Review and move data extensions under the Shared Salesforce Data Extensions folder. Access is removed when multi-org is enabled

Is Personalization Supported in Multi-Org?

Yes, for standard fields only. Using custom fields from the Sales Cloud requires AMPscript.

Is the Standard Profile Center Supported in Multi-Org?

No. Custom Profile Centers are required for Multi-Org.

Is Web Collect Supported?

No.

Is One Custom Profile Center (CPC) Per Business Unit Required?

No. One CPC per Business Unit is an option, but isn’t required. Other options include one CPC that manages business unit unsubscribes, or multiple CPCs that align with key departments, publications, or verticals in your business. It’s important that you manage unsubscribes to remain CAN-SPAM compliant.

Can I Use Multi-Org with My Sandbox and Production Accounts?

Yes, but consider the following:

• Sandbox promotions aren’t possible in Engagement. Org sandboxes can be promoted into production orgs. You can't promote changes in a 'test' business unit into another 'prod' business unit.
• Sandboxes are often used for testing items that are high risk for adversely affecting accounts, such as load tests, performance tests, or volume tests. Connecting your production account to your sandbox org elevates the risk of harming your production account.
• Engagement business units aren’t data-isolated. Test data and production data are co-mingled when using a sandbox, which impacts data cleanliness and adds complexity to reporting, audience creation, and so on.
• All business units receive code at the same time. You can test Sales or Service Cloud changes before the release. However, Engagement changes go live at the same time, regardless of whether the business unit is tied to a Sandbox.

Do Deep Links Work with Multi-Org Accounts?

Yes, but consider the following. When using deep links with multi-org accounts, you’re logged in to your default Engagement business unit. This login is regardless of whether that business unit is configured for use with the Sales or Service Cloud by Marketing Cloud Connect. To access a business unit other than your default, log directly in to the desired Engagement business. To avoid changing in the incorrect business unit, avoid using deep links.