Pardot Knowledge Base

How Email Changes in Salesforce Sync to Pardot

Last Updated: Jul 25, 2016 | Print this Article
 

When you change contact or lead's email address in Salesforce, it can be changed for the corresponding prospect in Pardot the next time the record syncs. This is useful if your sales team updates email addresses manually or via a data append service like Data.com or OneSource, or if you merge lead records together.

This behavior is the default for Pardot accounts that allow multiple prospects with the same email address. If your account does not allow multiple prospects with the same email address, you'll need to enable Automatically change emails in Pardot to reflect changes in Salesforce in your Salesforce connector settings.

Usage Notes

  • This article covers only the Automatically change emails in Pardot to reflect changes in Salesforce setting. If you enable the Automatically delete or merge prospects if the corresponding records in Salesforce are deleted or merged setting, email changes will sync differently. See Salesforce Merge and Delete for more information.
  • This setting is enabled by default for new connectors. See notes below for more information. 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 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 setup 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: a@a.com Pardot: a@a.com CRM updated to b@b.com Pardot prospect changes to b@b.com
CRM: a@a.com Pardot: a@a.com Pardot updated to b@b.com New CRM record created for b@b.com
CRM: a@a.com Pardot: a@a.com Pardot: b@b.com CRM updated to b@b.com Pardot a@a.com 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: a@a.com CRM: a@a.com Pardot: a@a.com One of the two CRM records updated to b@b.com Pardot switches primary sync records, and begins syncing with alternate a@a.com record; emails should not change as long as an existing lead or contact record with the old email still exists
CRM: a@a.com Pardot: a@a.com Email deleted from CRM record If there are no other contacts/leads with a matching email address, Pardot will create a new CRM record for a@a.com

Complex Scenarios

Scenario Action Result
CRM: a@a.com CRM: b@b.com Pardot: a@a.com The two CRM records are merged; a@a.com is made the primary record and adopts the b@b.com email address During the CRM pull/sync job, Pardot prospect email changes from a@a.com to b@b.com.
CRM: a@a.com CRM: b@b.com Pardot: a@a.com The two CRM records are merged; b@b.com is made the primary record and adopts a@a.com as email address During the CRM pull/sync job, Pardot record switches to sync with the new a@a.com email address
CRM: a@a.com CRM: b@b.com Pardot: a@a.com The two CRM records are merged; b@b.com is made the primary record and adopts b@b.com as email address It is impossible for Pardot to find what happened; during the CRM pull/sync job, Pardot finds that a@a.com was deleted, and flags the corresponding Pardot record to not re-create in the CRM

Notes

  • If you disable the setting Pardot will no longer sync that Salesforce record to the corresponding Pardot prospect if the email address of a Salesforce record changes. Because it's no longer connected to a Salesforce record, the next time that Pardot Prospect is ready to sync to Salesforce it will create a new one based on your connector preference for creating Leads or Contacts. The new Lead or Contact will sync with that Pardot Prospect until the email address changes again.
  • 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 connector settings.
  • If a contact or lead is created in Salesforce without an email address, and then an email address is added at a later time, Salesforce will create a new prospect in Pardot if the connector setting Automatically create prospects in Pardot if they are created in Salesforce is enabled.
  • If a prospect with a matching email address already exists in Pardot or is created later, it will sync with the matching lead or contact in Salesforce.

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