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Topics#Email MarketingFrage von Vicky Schott
Vicky Schott (X-Rite, Inc.) fragte in #Email Marketing
8. Sept. 2017, 17:57

Salesforce Marketing Cloud Connector v10 Email send count is lower than Salesforce.com Campaign member count

We are trying to troubleshoot why the Marketing Cloud Email Sends Number Sent count in Salesforce.com Campaign related list is always lower than the Campaign member count. The discrepancy is almost always a fourth of the total record count, so pretty big gap and it appears to do this randomly. For example, I have a contact, tied to the same campaign ID. The contact does not have a send record for the first email (8/22) but shows a send record for the reminder email (9/7). No changes to the contact in between. What would cause Salesforce or Marketing Cloud to not send the first email to this contact, if we can assume all factors are the same for both emails?

 

 

 

On send I would expect all campaign members and email send count to be identical.

 

I can confirm it's not a user profile, permission set or security issue as well as members have unique email address (no duplicate addresses).

 

1. The sender is always the same person.

 

2. The sender is a Salesforce administrator.

 

3. Campaign members have email and email addresses have been deduped BEFORE email send.

 

Following is our process for sending from Salesforce.com:  

 

1. We use Marketing Cloud to copy/paste HTML only.

 

2. We return to Salesforce.com campaign members to group leads and contacts for each send.

 

3. On Salesforce.com campaign we click the Marketing Cloud custom link to send the email via the Access Marketing Cloud wizard.

 

 

 

 Cases to Salesforce and Marketing Cloud support are pointing at the other solution for us to troubleshoot but neither offer possible root cause or solution. FAQ, Knowledge base have not been fruitful either.

 

There are often 10K+ people we are not emailing each week (or inconsistently) on any given campaign that for all intents and purposes should be. Hoping someone in the community has experienced this phenomenon and could provide guidance for my team to resolve.
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