Pardot Knowledge Base

Syncing Custom Field Values with a CRM

Last Updated: Sep 06, 2016 | Print this Article
 
This article covers the basics of what happens when you sync custom fields with your CRM.
This article does not apply to Salesforce. If you're using Salesforce, see Syncing Prospect Fields with Salesforce for syncing information that is specific to Salesforce.

Syncing values between Pardot and the CRM

When the Pardot field is the master

  • If a field in Pardot contains a value "ABC" and the CRM contains the value "XYZ", the "ABC" field value in Pardot will "win" and will overwrite the data for the corresponding field in your CRM.
  • In the event that a value in Pardot or in the CRM is blank or empty, the system with a value for the field will overwrite the blank value in the corresponding system.
Examples:
  • If a field in Pardot contains a value "ABC" and the CRM field is blank, the "ABC" field value in Pardot will "win" and will overwrite the data for the corresponding field in your CRM.
  • Conversely, if a field in Pardot is blank and the CRM field contains "XYZ", the "XYZ" field value in the CRM will "win" and will sync down to Pardot to fill in the blank field.  This scenario occurs despite the Pardot field being enabled to "Overwrite value in CRM" because a field with a value trumps an empty field.

When the CRM is the master (the default field setting)

  • If a field in Pardot contains a value of "ABC" and the CRM field contains a value of "XYZ", the CRM field will "win" and will overwrite the data in Pardot.
  • If a field in Pardot contains a value of "ABC" and the CRM field is blank, the Pardot field value of "ABC" will overwrite the blank field in the CRM because a field with a value trumps an empty field.
  • In the event that a value in Salesforce is blank or empty and the corresponding Pardot field has a value, your Salesforce connector settings can be optionally configured to let Salesforce CRM null values "win" over Pardot values.* In this scenario, Salesforce null values are treated as a valid field value. If Pardot has a value for a field, and the corresponding field in Salesforce has a null value, the null value in Salesforce would sync down to Pardot, effectively erasing the previous Pardot field value. Contact the Pardot Support Team to enable this setting.
  • Do Not Email and Email fields in Pardot will not honor this connector setting.
Examples:
  • If there is an empty field in the CRM and the corresponding Pardot field has a value of "ABC", the empty field value from the CRM will sync down to Pardot and overwrite the Pardot field value of "ABC" and the fields in both systems would have no values.
  • If there is an empty field in Pardot and the corresponding field in the CRM has a value of "XYZ", the CRM value will sync down to Pardot.
Note that CRMs are not able to accept multiple responses, so Pardot will only sync the most recent value with your CRM.

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

How Pardot handles erasing field values, and overwriting 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 your CRM.
  • If you use a Pardot automation rule to clear a field's values, and the CRM field already contains those values, you have to clear the values in the CRM separately and at the same time. You have to unverify your CRM connector in Pardot and separately erase the field values from the CRM field because an empty Pardot field cannot erase a filled CRM field.

Overwriting Field Values

There are times when fields have conflicting values and the systems will overwrite field values.
  • If there is a conflict in field values, by default the CRM field value will win and overwrite the value in Pardot.
  • If the Pardot field has the "Overwrite value in CRM" setting enabled, the value in the Pardot field will overwrite the value in CRM.

Notes

  • Custom fields that are created in Salesforce can take up to 4 hours to sync down to Pardot.
  • If you create a new custom field in Pardot you must do a full sync or re-import prospects whose custom fields need to be updated. 
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
Editing Custom Fields
Form Field Options Reference
Editing Form Fields in a Form
Setting up Progressive Profiling

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