Concept
Now when you change an email address for a contact or lead in salesforce.com, it will be changed for the corresponding prospect in Pardot the next time the record syncs. This is very useful if your sales team updates email addresses manually or via a data append service like Jigsaw or OneSource, or if you merge lead records together.
** “Use Case” is the set-up in Pardot and the CRM.
** “Action” is what the end user does.
** “Result” is what automatically happens when the push/pull jobs have run in Pardot.
Simple Scenarios
| Scenario | Action | Result |
|---|---|---|
| CRM: [email protected] Pardot: [email protected] |
CRM updated to [email protected] | Pardot prospect changes to [email protected] |
| CRM: [email protected] Pardot: [email protected] |
Pardot updated to [email protected] | New CRM record created for [email protected] |
| CRM: [email protected] Pardot: [email protected] Pardot: [email protected] |
CRM updated to [email protected] | Pardot [email protected] discovers that the CRM entry changed to an email which already exists in Pardot; since this record cannot change emails, it gets flagged to not re-create in the CRM |
| CRM: [email protected] CRM: [email protected] Pardot: [email protected] |
One of the two CRM records updated to [email protected] | Pardot switches primary sync records, and begins syncing with alternate [email protected] record; emails should not change as long as an existing lead or contact record with the old email still exists |
Complex Scenarios
| Scenario | Action | Result |
|---|---|---|
| CRM: [email protected] CRM: [email protected] Pardot: [email protected] |
The two CRM records are merged; [email protected] is made the primary record and adopts the [email protected] email address | During the CRM pull/sync job, Pardot prospect email changes from [email protected] to [email protected] |
| CRM: [email protected] CRM: [email protected] Pardot: [email protected] |
The two CRM records are merged; [email protected] is made the primary record and adopts [email protected] as email address | During the CRM pull/sync job, Pardot record switches to sync with the new [email protected] email address |
| CRM: [email protected] CRM: [email protected] Pardot: [email protected] |
The two CRM records are merged; [email protected] is made the primary record and adopts [email protected] as email address | It is impossible for Pardot to find what happened; during the CRM pull/sync job, Pardot finds that [email protected] was deleted, and flags the corresponding Pardot record to not re-create in the CRM |
Notes
- The complex scenarios take advantage of delete triggers that are part of Pardot’s AppExchange package. If you do not have these (i.e. if you have not updated the package within the past six months or so), the merge scenarios would not work. The simple scenarios would still work as normal. If you are unsure of your version, please install the package once more (if you already have the latest version, it will let you know during the install process).
- If you change the lead or contact’s email address to an address other than what is already in Pardot, the activity and lists iframe will of course not populate with data (as the records temporarily do not match) until the email change syncs down to Pardot (can take up to 15 minutes).
HUGE! We saw email changes happening all the time, and it would essentially sever the link between the records before. Good to hear this will update now!
Thanks for the feedback Matt! There’s always things to add/improve. That’s what is so great about SaaS.
Duh, does the synching take place automatically? Or do we need to prompt the synching activity manually? Sorry for the stupid question (I specialize them, by the way). But I want to be sure.
Oh, and here’s another one: Let’s say I have a sneaky sales director who creates a new record in salesforce.com. Typically, I beg the team to let me know when they’ve added a new Lead or Contact, so that I can be sure it’s added to Pardot. (And in my case, I also assure that the new addition is also appointed to the appropriate Pardot email list or lists.) If the sales director creates a new record in salesforce.com, will this be automatically added to Pardot? Or should I continue to be vigilant and use the much beloved “Send to Prospect Insight” button? (Doing so makes me feel so damned powerful and totally stylin’.)
Thanks for answering my endlessly long question. (I was going to get to the point eventually…)
Hi Brian. Good questions. On your first one, it will sync automatically, though not instantly. It will happen during the job that syncs data down from the CRM (as opposed to pushing up). This is a batched process and runs about 30 times per day. Eventually it’s likely that we will start running that even more often. The job syncing changed records in Pardot (as opposed to in the CRM) runs much more often (about 130 times per day).
New records can be automatically shot into Pardot if you have the create trigger enabled. You can find the instructions for enabling that here:
http://blog.pardot.com/2011/01/automatically-push-newly-created-leads-from-salesforce-com-to-pardot/
Maybe you should retain some of your awesome (and stylin’) Pardot powers though!
Groovy! All Hail Adam!!
Does this work or will it work for NetSuite? Right now, I run a search every Monday in NetSuite for contacts whose email addresses have changed. We then manually change each email address in Pardot.
Hi Lisa. This is currently only for salesforce.com but we do intend to extend it to our other CRM connectors to make things as smooth as possible.