Hello all,
I have a somewhat complex problem that is difficult to explain concisely. I have only recently started using Pardot at my new job, and we built out a complex Engagment Studio flow that automates our customer journeys. One of the major things this Engagment Studio does is it assigns prospects to users. However, I ran into an issue today and really need to pick your brains.
Some background. We represent a bunch of different restaurant brands, and a group of reps are in charge for each of these brands. Reps are responsible for finding prospects who intend to franchise these restaurants.
In the past, my company used automation rules in conjunction with form completion actions for lead assignments. We have a few ways a prospect can interact with us. One, they are a new prospect. This lead assignment is the easiest to solve, as they are just assigned using round-robin with existing brand groups. Two, they are an existing prospect with a current owner. Three, they are an existing prospect assigned to a queue.
With our old way of assigning leads, we could only really assign leads when they were brand new prospects. However, those who already exist in our database would get missed. We would then have to manually keep an eye out for these prospects, and then pause the lead rotation round-robin, manually assign the prospect to an owner, and then continue to manually assign all incoming prospects until we reached where we left off in the round-robin so we could start the automated lead assignment once more.
In order to solve this along with some other issues, we created an Engagement Studio for each brand. It factors in all the different ways a prospect could interact with us, and assigns them accordingly. We thought we had solved the issue with lead assignment. However, we just read today that if a prospect has a different owner in Salesforce, the Salesforce owner will be the "master" and override the assignment, no matter who you try to assign the record to in Pardot.
My questions are the following:
1. Is this true? Can we not reassign prospects that already exist with a different owner in Salesforce? How about if they belong to a queue?
2. If so, does anyone else have any suggestions on how we can solve this assignment issue?
The only thing I can think of is to manually go into Salesforce each time and reassign them... but to do this would be a lot of work. Not only do we get 25-50 prospects a day (who often come in outside of office hours), but we also would have to check each one to see if they already existed in the database prior.
I appreciate any advice or suggestions you may have!
5 réponses
Hi Meg,
You may also want to join the Pardot group via the link below to collaborate with other Pardot experts who can give you advice regarding your prospect assignments.
https://success.salesforce.com/featuredGroupDetail?id=a1z30000006IDZ5AAO#.a0L3000000Rq7JREAZ
Thanks!
