Syncing a CRM campaign to an Acoustic Campaign contact list added fewer members than expected
On occasion, your Acoustic Campaign CRM integration might not sync contact lists as intended. You can use the methods described here in to resolve the issue.
The marketing lists associated with my CRM campaign show 83 Leads and 26 Contacts, for a total of 109 members expected in the generated Campaign contact list.
When executing Sync Acoustic Campaign Campaign, only 72 members were detected or added to the contact list.
This could occur for one, or all, of the following reasons.
- New leads or contacts were added to CRM and then added to the marketing list(s) associated with a synching CRM campaign. The new leads or contacts have not been established as synching records.
- Synching leads and contacts were added to one or more of the marketing lists associated with the CRM campaign and new Acoustic Campaign member records were not created for the synching leads and contacts added to the marketing lists.
- The same synching Leads or Contacts were added to multiple marketing lists related to the same CRM campaign.
A synching record is established when it has:
- The Sync to Acoustic Campaign check-box enabled in CRM.
- An Acoustic Campaign ID in CRM
A full sync, for the affected records, to and from Acoustic Campaign via Scribe Online should populate the Acoustic Campaign ID needed in CRM.
- Even when a lead or contact is established as synching, the Sync Campaign to Acoustic Campaign command must be triggered to create the related Campaign Member records for the leads and contacts added to the marketing list(s).
- Viewing Acoustic Campaign Campaign Members and Related Campaign Contact Lists allows CRM admins to verify which members belong to which Acoustic Campaign Contact Lists.
- Only one Acoustic Campaign Campaign Member record, per CRM Campaign, will be created for each distinct lead or contact regardless of their marketing list memberships.
View Acoustic Campaign campaign members and related campaign contact lists
Acoustic Campaign and Campaign Member entities are not automatically exposed in the main CRM display areas by design.
Campaign and campaign member records within CRM can only be created by the Acoustic Campaign manager plug-in, which is included in the solution when a CRM user clicks Sync Acoustic Campaign Campaign. Creating campaign and campaign member records must not be attempted manually.
However, the CRM admin can expose the entities to the Settings or Marketing areas and create a saved view using Advanced Find for reviewing campaign member records and their related CRM campaigns.
For a detailed review of campaign members, the following columns are suggested when creating a saved view using Advanced Find.
|Display Name||Name||Type||Record Type (related entity)||Description|
|Campaign||sp_parentcampaign||Lookup||Acoustic Campaign Campaign||The CRM name of the Campaign|
|Business Unit name||sp_businessunitname||Single Text||The Business Unit of the CRM user who performed the "Sync Acoustic Campaign Campaign" action|
|Full Campaign Name||sp_fullcampaignname||Single Text||Acoustic Campaign Campaign||
The Acoustic Campaign name of the contact list. This generated using a combination of:
|List ID||sp_listid||Single Text||Acoustic Campaign Campaign||The Acoustic Campaign database ID containing the recipients|
|Campaign ID||sp_campaignid||Single Text||Acoustic Campaign Campaign||The CRM GUID for the Acoustic Campaign Campaign created during the sync|
|Member Type||sp_membertype||Single Text||Lead or Contact|
|Lead||sp_lead||Lookup||Associated CRM Lead record|
|Email (Lead)||emailaddress1||Single Text||Lead||Lead Email|
|Sync to Acoustic Campaign (Lead)||sp_synctoengage||Two Option||Lead||Sync to Acoustic Campaign value|
|Acoustic Campaign ID (Lead)||sp_engageid||Single Text||Lead||Acoustic Campaign ID (RecipientID)|
|Member Acoustic Campaign ID||sp_memberengageid||Single Text||Acoustic Campaign ID (RecipientID) of the Member record. This value should match the related Lead or Contact sp_engageid value.|
|Member ID||sp_memberid||Single Text||CRM GUID of the Acoustic Campaign Campaign Member created during the sync|
|Contact||sp_contact||Lookup||Associated CRM Contact record|
|Email (Contact)||emailaddress1||Single Text||Contact||Contact Email|
|Sync to Acoustic Campaign (Contact)||sp_synctoengage||Two Option||Contact||Sync to Acoustic Campaign value|
|Acoustic Campaign ID (Contact)||sp_engageid||Single Text||Contact||Acoustic Campaign ID (recipientid)|
|Created On||createdon||DateTime||When the Acoustic Campaign Member record was created|
|Created By||createdby||Lookup||Who created the Acoustic Campaign member record|
Initial mass synchronization of Leads or Contacts between CRM and Acoustic Campaign
Read through the following section if you plan to run the mass synchronization of leads or contacts with Acoustic Campaign for the first time.
The synchronization journey between CRM and Acoustic Campaign can be a three-segment trip. During the standard implementation of the Scribe-based CRM integrations that include both Microsoft Dynamics CRM and SugarCRM, the synchronization trip begins when a lead or contact that originates in CRM has the Sync to Campaign check box that is selected by the CRM administrator. This is detected by Scribe Online maps they run and it represents the initial synchronization from CRM into Acoustic Campaign as Inserts.
Each record is processed three times by the Scribe Online mappings before the initial synchronization journey is completed and hence processing a record three times takes more time. The actual processing time depends on the number of CRM records that are synchronized to the Campaign.
The speed at which a record is processed depends on the direction of the map that is synchronized. Pushing an Update or an Insert to CRM generally takes longer than Update or Insert into Acoustic Campaign. There are no published performance metrics because there can be wide variations between On-premise versus online CRM deployments. However, client CRM processes, customizations, load mapping complexities, or mapping setup impacts the performance. Each client needs to observe the performance of their own synchronization to get a baseline expectation. It is recommended that the observation is completed during the testing so that the go-live expectations are aligned.
Note: The initial mass synchronization might take some time, but then the subsequent day-to-day synchronization synchronizes the records that are changing which is smaller data-sets.
In general, the following points helps you to get a better understanding of the Scribe synchronization behavior:
- Scribe solutions process the enabled maps in the order they exist.
- The solution run must complete a map before it moves onto the next map in the list.
- When a solution is running, you might not know whether the map is completed or it is in process. You might not know until the solution completes, stops, or fails. Once the solution is completed, you can use the View Statistics in the Execution History of the Solution.
- All the enabled maps would run, but if they do not process any records, you would not see it in the Execution History. Only the maps that process, or fails the records are logged with their processed statistics.
- You can run a single map by itself. For example, you can isolate a single map if you wish to do so.
- Updates from CRM to Acoustic Campaign do not change the system modified date inside Acoustic Campaign. This is by design so that the synchronization does not get stuck in an infinite loop. If the modified date does change in Acoustic Campaign, that is due to scoring models or automated programs.
- Updates that do occur in Campaign will be synchronized twice by the Scribe maps during the next run. Leads are processed by 1 and 3. Contacts are processed by 2 and 4.
- After some testing and before you go live with the integration, try a small set of 1000 leads and 1000 contacts and monitor the synchronization performance. By doing so, you can approximate the records per second, minute, or an hour and you can calculate the time that it is going to take to synchronize much larger quantities.
Opt-in an opted-out CRM synchronized contact
If a contact was purposely or accidentally opted-out of an Acoustic Campaign database that is synchronizing with a CRM system and needs to be opted-in again, you can use contact matching to opt-in a contact that previously opted out of your database. This ensures you do not have a duplicate record of the contact's information.
It is recommended that you not delete the Acoustic Campaign contact if it is synchronized with a CRM platform. If you delete the contact record, the marketing history that is tracked to the Acoustic Campaign contact will no longer be available and the CRM system record will lose its matching record in Campaign.
To properly opt-in a syncing record that was previously opted out will require submitting a web form that uses Contact Matching to uniquely identify the record that needs to be opted in. Once you have opted in the record using a web form you will also need to manually remove the record from the Master Suppression List.
- Remove the contact from the suppression list associated with the CRM integrated Acoustic Campaign database.
- Ensure the matching record in CRM is not opted-out. This prevents the record from opting out again in Campaign during the sync process. This applies only if Opt-Out syncing is included.
- If one doesn’t already exist, create a standard web form and setup Contact Matching in the Web Form Properties area. Do not select Auto-populate when you are configuring the web form properties. Auto-populate can overwrite a previously submitted contact with different data if you are attempting to use the same web form repeatedly.
- Use the contact matching web form to opt-in a syncing record that has been opted-out.
Identify that the Acoustic Campaign record is synchronizing with a CRM Lead or CRM Contact
The only way Acoustic Campaign can differentiate Leads and Contacts is by using the CRM Contact Type field. However, flexible databases that are not selected for CRM synchronization might not have this field. If a new record is added to Campaign first, versus CRM first, the default CRM Contact Type is a Lead.
To identify the Leads and Contacts we recommend building queries in Campaign that use both database fields. When you view the Edit Contact page for a particular contact in your database, you see values of Lead or Contact for the CRM Contact Type field. To create a query based on these values, use 1 for Leads and 2 for Contacts.
Contact Insight accessibility issues in CRM
Read through the following topic if you cannot see the Contact Insight iframe when you are viewing a Lead or Contact in Microsoft Dynamics CRM.
Cannot see the Contact Insight iframe when you are viewing a Lead or Contact in Microsoft Dynamics CRM.
- You might not have the Silverpop® Contact Insight Role that is assigned to you in CRM. If you don't have the Silverpop Contact Insight security Role contact your CRM administrator to request access.
- The iframe's visibility needs to be set correctly in CRM. To set the visibility of the Contact Insight iframe, have a CRM Administrator or customizer perform the following steps:
- In CRM, go to Settings > customizations > customize.
- Expand Entities.
- Select the Lead or the Contact entity.
- Expand the Entity and go to Forms.
- Open the Main form and go to the Silverpop Integration section of the form.
- Double-click anywhere within the iframe to review the properties and set the visibility to Visible by default.
- Save and publish the form and test the ability to use Contact Insight within CRM.