Pardot Knowledge Base

Syncing Prospect Field Values with Salesforce

Last Updated: Oct 18, 2016 | Print this Article
 

This article covers the basics of what happens when you sync Prospect fields with Salesforce. For more information on what triggers a sync, see Prospect Syncing between Pardot and CRMs. You can edit a field’s sync behavior by doing the following:

  1. Navigate to Admin > Configure Fields > Prospect Fields.
  2. Edit the field.
  3. In the Sync Behavior dropdown, select the desired behavior.
  4. Save the field.
Sync Behavior

Syncing values between Pardot and Salesforce

The next few sections explain how each Sync Behavior option works.

When Field Sync Behavior is Set to “Use Pardot’s value”

  • If Pardot and Salesforce values differ when a data sync occurs, the value of the field in Pardot will overwrite the value of the field in Salesforce.
  • In the event that a value in Pardot is blank or empty and the value in Salesforce is not, the value of the field in Salesforce will overwrite the empty value in Pardot.
Examples:
  • If a field in Pardot contains a value “ABC” and the corresponding Salesforce field is “XYZ”, the “ABC” field value in Pardot will overwrite the data in Salesforce.
  • If a field in Pardot is empty and the Salesforce field contains “XYZ”, the “XYZ” field value in Salesforce will overwrite the empty value Pardot. This scenario occurs despite the sync behavior being set to, “Use Pardot’s value,” because a field with a value trumps an empty field.

When Field Sync Behavior is Set to “Use Salesforce’s value”

  • If Pardot and Salesforce values differ when a data sync occurs, the value of the field in Salesforce will overwrite the value of the field in Pardot.
  • In the event that a value in Salesforce is blank or empty and the value in Pardot is not, the value of the field in Pardot will overwrite the empty value in Salesforce.
  • Your Salesforce connector settings can be optionally configured to allow blank or empty values in Salesforce to overwrite non-empty values in Pardot.* In this scenario, Salesforce empty values are treated as a valid field value. If Pardot has a value for a field, and the corresponding field in Salesforce has an empty value, the empty value in Salesforce would sync down to Pardot, effectively erasing the Pardot field value.
Examples:
  • If a field in Pardot contains a value “ABC” and the corresponding Salesforce field is “XYZ”, the “XYZ” field value in Salesforce will and will overwrite the data in Pardot.
  • If a field in Salesforce is empty and the Pardot field contains “ABC”, the “ABC” field value in Pardot will overwrite the empty value Salesforce. This scenario occurs despite the sync behavior being set to, “Use Salesforce’s value,” because a field with a value trumps an empty field.

*Because this is a significant change in the established data syncing relationship between Pardot and Salesforce, please contact Pardot Support Team if you would like to enable this setting.

When Field Sync Behavior is Set to “Use the most recently updated record”

  • If Pardot and Salesforce values differ when a data sync occurs, the value of the field in the record that was most recently updated will overwrite the value of the field in the record that was least recently updated.
  • In the event that the value in the most recently updated record is blank or empty and the value in the least recently updated record is not, the value of the field in least recently updated record will overwrite the empty value in the most recently updated system.

Note: The sync looks for the most recently updated record, however it only syncs the fields that have changed.

Examples:
  • If a field in the Pardot record contains a value “ABC” and Salesforce contains the value “XYZ”, and the Pardot record was the most recently updated, the field in Salesforce will be changed to “ABC” when the records sync.
  • If a field in the Pardot record contains a value “ABC” and Salesforce contains the value “XYZ”, and the Salesforce record was the most recently updated, the field in Pardot will be changed to “XYZ” when the records sync.

Exceptions

Several fields in Pardot are proprietary and read-only and their sync behavior cannot be changed.

  • In accounts that do not allow multiple prospects with the same email address, email is set to always “Use Pardot’s value,” and cannot be edited. However, if you have the Automatically change emails in Pardot to reflect changes in Salesforce connector setting enabled, then the change in Salesforce will sync down to Pardot. If you don't have the setting enabled, then when the email changes in Salesforce, Pardot will create a new prospect with that email  (or sync to an existing prospect that has the new email address). Read more about how email changes in Salesforce sync to Pardot. In Pardot accounts that allow multiple prospects with the same email address, email address is a normal Prospect field whose sync behavior can be changed.
  • If the Do Not Email field is checked in either Pardot or Salesforce, it will always sync to be checked in the corresponding system. This is to safeguard against emailing Prospects who have opted out or whose email address has bounced.
  • The Company field becomes read-only in Pardot if the prospect is syncing to a contact that is associated with an account.
You can learn more in our articles about Prospect field mapping and the Do Not Email field.

How Pardot handles erasing field values, and empty field values

Erasing Field Values

  • In the event that you need to erase a value from a Pardot field, you can use Pardot automation rules to clear values for fields and prevent Pardot data from syncing to Salesforce.
  • If you use a Pardot automation rule to clear a field’s values, and the Salesforce field also contains values, you have to clear the values in Salesforce separately and at the same time. You should unverify your Salesforce connector in Pardot and separately erase the field values from the Salesforce field because an empty Pardot field cannot erase a filled CRM field.

Empty Field Values

If a field is blank or empty in either Pardot or Salesforce, and there is a value in the other system, the value will overwrite the blank/empty, regardless of the way the field is set to sync.
Optionally, your Salesforce connector can be configured to let Salesforce CRM null values "win" over Pardot values in the event that a value in Salesforce is blank or empty and the corresponding Pardot field has a value. Contact the Pardot Support Team to enable this setting.

Notes

  • Custom fields that are created in Salesforce can take up to 4 hours to sync down to Pardot.
  • You cannot use automations such as completion actions, page actions, and automation rules to change the sync behavior of a field. For example: if a field is set to use Salesforce's value, changing the value in Pardot using an automation rule will not sync the new value to Salesforce. It will be overwritten by Salesforce's value.

Not what you're looking for? Check out these other articles:
Form Fields Overview
Field Types
Prospect Field Settings Reference
Creating Custom Fields
Editing Default Fields
Syncing Custom Field Values with a CRM
Editing Custom Fields
Form Field Options Reference
Editing Form Fields in a Form
Setting up Progressive Profiling

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