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Groups* MC Account Engagement (fka Pardot) *Jithendra Reddy's Question
Jithendra Reddy asked in * MC Account Engagement (fka Pardot) *
May 10, 10:10 AM

Duplicate Prospects in Account Engagement – Activities Not Syncing Back to Salesforce After Merge

Hello All,

I am new to Salesforce Account Engagement and I need some help regarding duplicate prospects and CRM syncing.

Initially, I imported prospects into Account Engagement without using the CRM ID. Later, I used those prospects for sending EDM campaigns/List emails, and now those prospect records contain engagement activities.

After that, I tried importing the same prospects again, this time including the CRM ID. However, this created duplicate prospect records.

Now I am trying to merge the duplicate prospects. While merging, the prospect activities are getting merged into the prospect record in Account Engagement, but the activities are not syncing back to Salesforce activities.

I also tried updating the CRM ID in the original prospect record that was imported without the CRM ID, but since the CRM ID field is visible as read-only, I am unable to update it.

Could anyone please guide me on:

  1. What is the correct way to merge duplicate prospects in Account Engagement?
  2. How can I ensure all prospect activities sync back to Salesforce activities after merging?
  3. Is there any way to update or reconnect the CRM ID for the original prospect records?

Thanks in advance for your help.

1 answer
  1. Hasan Mustafa (Folio3)
    May 10, 2:11 PM

    @Jithendra Reddy keep the CRM-linked prospect as the primary record when merging.

    The important part is this: merging prospects in Account Engagement can merge the Account Engagement activity history, but it does not necessarily recreate or backfill Salesforce Activity records after the fact.

    If the original prospect was imported without the CRM ID, it was not properly tied to the Salesforce Lead/Contact at the time those emails were sent. Updating the CRM ID later is not really the right path, because that field is system-controlled/read-only.

    The safer cleanup path is:

    Find the duplicate that is already connected to the correct Salesforce Lead/Contact. 

    Merge the old unsynced prospect into that CRM-linked prospect. 

    Choose the CRM-linked prospect as the primary. 

    Then run a sync and confirm the prospect is tied to the right Salesforce record.

    For historical email/list activity, I would expect it to remain visible in Account Engagement/Engagement History, not automatically appear as standard Salesforce Tasks after the merge. Also, if you use Sync emails with the CRM, Salesforce notes that this setting is not retroactive, so it will not fix old sends after the fact.

    Going forward, always import with the CRM ID where possible, or let Salesforce create/sync the prospects first. That avoids creating duplicate prospects with the same email address but different CRM relationships. 

    Also, export the duplicate prospects and activity history before doing bulk merges, just to be safe.

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