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* MC Account Engagement (fka Pardot) *

Welcome! This group is dedicated to your success with Salesforce Marketing Cloud Account Engagement. Join the conversation here to stay up to date on the product, learn best practices, and everything in between. Use this group to review resources, ask questions, help each other, and share experiences. --------------------------------------- This group is maintained and moderated by Salesforce employees. The content received in this group falls under the official Forward-Looking Statement: http://investor.salesforce.com/about-us/investor/forward-looking-statements/default.aspx
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Vikram Kumar (Material+) perguntou em #Pardot B2b Marketing Automation
9 de fev. de 2024, 10:32
Gravity forms are not capturing Source value in Pardot form handler

Dear Trailblazers, we're using gravity forms as a contact us in our website (materialplus.io) which is connected with our Pardot system through form handler. The reason for using a Gravity form is its file upload option while filling the form.

However, this form handler is unable to capture a source value for 99% of our prospects. We have other iframe forms which are working perfectly fine. 

Recently we have implemented 1st party tracking and updated the pardot tracking code in our website. But I have seen source value for many prospects filled in this form with 3rd party tracking. Please assist or suggest if we can using some other form instead Gravity. Would appreciate you help. :)

Thanks. 

 

@* MC Account Engagement (fka Pardot) *

11 respostas
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Travis Holloway
29 de abr., 15:00
Recommended Approach for Campaign Statuses/Updates for Campaign Influence

Hi! 

 

Question: What are some recommendations based on our current campaign set-up: 

  • Hierarchy:
    • Grandparent
      • Parent
        • Child

The Child level is our Marketing tactics (email sends, landing pages, event attendees etc.). This allows us to roll up the metrics/report out on specific product launches, events, etc. (Parent) and the Grandparent allows us to report out at a high level of our product launches, events, etc. This is all great!  

 

With that, say we have an Event. We send a pre-show email to our Prospects (one Child Campaign). Then we add the attendees to another Child Campaign. Then we send an email (post-show) to the attendees. All of these Child campaigns are rolled up to the Parent (the event). This is awesome as we can see the specific engagement data for each tactic, the campaign members, etc. + roll it up to high level reporting. However, the hard part is the Campaign Influence piece.

Example: We add the attendees to the Campaign with a status of Attended, which is marked as Responded. This is great, but then say we add them to the post-show campaign for the email send. This will impact the Campaign Influence reporting as we added them to the email send campaign (most recent campaign), but we want to report out Responded statuses for campaign engagement. We are not adding/updating Campaign member statuses for "Opens" or in other words, actions that we wouldn't consider Responded. So, what's the suggested approach here? Not add them all as campaign members to the email send, rather add completion actions in Pardot for On Click and On Unsubscribe where it is marked as Responded

? I also saw an approach to keep the campaigns higher level, so all the tactics are bucketed at the Parent level, but to me this can muddy the data (even with the Marketing Asset related list added) - not as clear of a picture. Thoughts? 

 

Thanks!

3 respostas
  1. Jen Reeves (Jens Automation Wizardry)
    Ontem 17:04

    In my case, I didn’t fully “solve” the campaign hierarchy and influence issue within Salesforce itself. What I ended up doing was using a couple of key fields (like Campaign Type) to standardise reporting, and then I pulled together some Salesforce reports as a guide/framework for the client. From there, they took over reporting in their preferred tool (Quicksight), where they had more flexibility to model things the way they wanted.

    The custom field on Opportunity via Flow sounds like a solid approach, it should help unify things, as long as the underlying data points you’re relying on are accurate and consistently populated.

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Nicole McMorrow (Data Operations Manager na St Anthony Foundation)
27 de abr., 18:52
Prospect records not syncing back to Salesforce

New prospect records being created from Contacts in Salesforce are not marked "Sync with CRM" and about 20% of our prospects are not syncing back to the Contact record in Salesforce (we don't use Leads). How can we make sure new prospects are marked to sync, and how can we mark current prospect records to sync? 

13 respostas
  1. François Perret (Bamsoo) Forum Ambassador
    29 de abr., 19:29

    @Nicole McMorrow

    I edited my previous answer, as I had not seen you mentionned that "Enable CRM syncing" brings the CRM Id back. 

    So you may simply perform a "Sync All Prospect" from the Connector.

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Travis Holloway
28 de abr., 13:43
What are your recommendations for Completion Actions on Emails? Open, Click, and Unsubscribe.

Hi!  

 

What are your recommendations for Completion Actions on Emails? Open, Click, and Unsubscribe. 

 

Our scenario/question: 

  • We send an email to a list of Prospects. On the email, we set-up Completion Actions for On Open, On Click, & On Unsubscribed. This all syncs to the Salesforce Campaign (we have Connected Campaigns enabled). 
  • I understand the Considerations for Completion Actions:
    • If you set an Adjust Score completion action to be triggered by an email open, it can trigger on the first open.
    • Most completion actions execute every time they’re triggered. However, completion actions based on email link clicks execute only one time per prospect per link.

 

However, what happens if a Prospect Opens the email and clicks a link, but then comes back a few days later and Opens the email again? I know the first two sequences would update the Campaign Member status to "Opened" and then "Clicked", but what happens when they Open the email again? Does their Campaign Member status go back to "Opened"? 

 

We're using Campaign Influence and the goal is to report out on Campaigns where their member status is one that we marked as "Responded". So, if that last Open changes their Campaign Member status back to "Opened" then that would not be included in Campaign Influence.  

 

Thanks!

4 respostas
  1. Travis Holloway
    28 de abr., 15:00

    Hi @Deepika Khanna

    this is great!  

     

    All makes sense, but my one question is how do we achieve this:  

     

    1. Use "Highest Value" status logic — Set your Campaign Member statuses so "Clicked" has a higher responded value than "Opened" — this prevents a re-open from downgrading the status.

    FLOW?

      

    Everything else you listed is what we're currently doing/implemented, so that's good! The main thing throwing us off is the Completion Action of email "Open" reverting "Clicked", which impacts our Campaign Influence reports.  

     

    Thank you!

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Guilda Hilaire (Senior Director, Marketing Evangelism na Salesforce) publicou em MomentMarketer Community Group
28 de abr., 10:06

📌 Summer '26 Release Notes are here. Here's some helpful resources to help you learn all about this release! 

 

Release Notes:

 

Webinar:

Webinar: A Marketer's Guide to the Summer '26 Release

 📌 Summer '26 Release Notes are here.

 

@* Marketing Cloud Engagement * @* MC Account Engagement (fka Pardot) * @Marketer Group, Indianapolis, US, @Marketer Group, Philadelphia, US, @Marketer Group, Twin Cities, US, @Marketer Group, Madrid, ES, @Marketer Group, Denver, US, @Marketer Group, Toronto, CA, @Marketer Group, Cleveland, US, @Marketer Group, Atlanta, US, @Marketer Group, Austin, US, @Marketer Group, Boston, US

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Privat Binde (Guimini) perguntou em #Pardot B2b Marketing Automation
16 de abr., 10:44
Duplicate Contacts (2-4) created when an user created one contact

Hello everyone, 

 

I'm experiencing a persistent issue with duplicate contacts being created in waves (2 to 4 records at a time) automatically within seconds of a manual creation.

Despite our efforts, we are struggling to find the root cause as the standard logs don't seem to capture the specific trigger for these clones. This issue has been ongoing since early March. 

 

Our technical infrastructure:

  • Salesforce Edition: Enterprise
  • Sync tools: Einstein Activity Capture (EAC) Bidirectional + Pardot Connector (Account Engagement) v2.
  • Automation: We have no automated contact creation flows (only updates).

The problem: When a user manually creates a contact in Salesforce, we observe the following:

  • T+0: User creates the contact.
  • T+seconds/minutes: 1 to 3 duplicate contacts are created.

The Mystery: Our Duplicate Rule is currently set to "Block" on Create and Edit. Normally, this should prevent any clone from being saved, yet these records are still bypassing the rule.

Questions:

  1. Have you ever encountered the situation ?
  2. Are there specific permissions or "System Mode" processes in SAlesforce or EAC/Pardot that ignore Duplicate Management?
  3. Could you please help me resolve this problem which has been ongoing for weeks (reported at the beginning of March) ?

Thank you in advance for your help! 

 

B2BMA Integration : pardot user

Duplicate Contacts (2-4) created when an user created one contact

 

Duplicated :

Capture d’écran 2026-04-16 à 12.35.34.png

 

#Pardot B2b Marketing Automation @* MC Account Engagement (fka Pardot) *

3 respostas
  1. Privat Binde (Guimini)
    24 de abr., 13:36

    I solved my issue by resynchronizing all user in EAC.

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Vishnu Vardhan Nandyala
20 de abr., 16:01
Pardot Metrics at Contact Level

Hello, 

I am relatively new to Pardot, I have mostly worked on the sales cloud. I have this requirement to display the metrics like clicks, opens of an email on the contact (or in the form of a report).  

 

I see the email has which prospect has opened/clicked. 

 

Are there any efficient ways to do this?

1 resposta
  1. Jen Reeves (Jens Automation Wizardry)
    20 de abr., 16:41

    @Vishnu Vardhan Nandyala The typical approach is to use Engagement History. This allows you to report on email interactions (opens, clicks, etc.) via related lists, standard reports, or custom report types in Salesforce.

    You can also surface this directly on the Contact record by adding the Engagement History related list or Lightning component to the page layout. Salesforce provides a step-by-step guide here: 

    Add Engagement History to records

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Luke Dalach (Salesforce and Account Engagement Consultant na Accelerate Cloud Solutions)
10 de abr., 15:44
Donation Acknowledgement Emails

Has anyone used Pardot/MCAE to send email donation Acknowledgements in NPC or NPSP? It seems like it needs major workarounds to:

  1. Get the Donation Date and Amount into MCAE to use in an email
  2. Deal with the scenario of two gifts given in one day
  3. Update an Acknowledgement Sent field on the Opp (NPSP) or Gift Transaction (NPC)

Thanks!

6 respostas
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Jesus Cardoso
17 de abr., 18:20
New to MCE - Interface Question

Hello, 

 

We just got Salesforce CRM and Marketing Cloud Engagement and have been working on the deployment however the instructions are confusing due to the rebrand from Pardot to Marketing Cloud Engagement leaving me confused as to weather I am on the right page since a lot the documentation does not reflect the current environment naming conventions. Can someone confirm that the screenshot I have provided is the right Marketing Cloud Engagement section where I can send emails from? The domain reads /

pi.pardot.com/ not (Marketing Cloud Engagement). I appreciate any guidance. I am simply trying to send out an email to our customers but this rebrand from Salesforce has been a horrible experience.

Salesforce-Marketing Cloud Engagement.png
4 respostas
  1. Richard Eib
    19 de abr., 20:23

    Assuming it is Marketing Cloud Account Engagement, then yes, I agree, the documentation is garbage. Between attempting to implement what was Pardot and implementing Sales Engagement (formerly High Velocity Sales), Salesforce has seriously gone down hill in the quality, and accuracy of its documentation.

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Patrick Troy
10 de abr., 21:52
How to find where source campaign is being is being assigned from

Hi, I'm using connected campaigns and have an embedded form on the site. When some leads visit the site and fill out the form, they are being assigned an incorrect source campaign and I can't figure out where that's coming from. Other leads who follow the same journey (page view to form fill) are assigned the correct source campaign. When I look in the activity log for the leads with an incorrect source campaign, sometimes I see the campaign being assigned, and other times, there's no record of the campaign in the activity log. Any thoughts on how to trace where that incorrect campaign is coming from? 

3 respostas
  1. Carol Springer (Gabriel Sales)
    19 de abr., 16:28
    I agree on not updating the source campaign, because you always want that to be the true source of how that prospect made its way into Pardot. I highly recommend the process of adding people to a CRM campaign as a completion action for the form, and rely on that inside of Salesforce campaign reports to see all your form fills.
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