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How email changes in salesforce.com sync down to Pardot

Concept

Now when you change an email address for a contact or lead in salesforce.com, it can 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.  This option can be enabled in your salesforce.com connector settings.

Please note, in order for these scenarios to function properly, the natural sync process must be allowed to take effect. Clicking the “Send to Pardot” button after manually updating the email address in salesforce.com will cause a new prospect record to be created. If this happens, please refer to these instructions for merging prospects in Pardot (so you can retain consistent prospect activities).

  • “Scenario” 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).  This option must also be enabled in your salesforce.com connector settings.
  • If a contact or lead is created in salesforce.com without an email address, then an email address is added at a later time, salesforce.com will not create a new prospect in Pardot. However, if a prospect with a matching email address already exists in Pardot or is later created, it will sync with the matching lead or contact in salesforce.com.