How can I troubleshoot Marketo sync discrepancies?

You’ve got your Marketo integration set up and are starting to test out the flow. Nice work!

While all we can hope for is a perfect, harmonious relationship between Splash and Marketo, sometimes slight discrepancies can arise - which very common when you're dealing with systems that process and store contact data in very intricate ways.

In this article, we'll walk through the basic troubleshooting steps you can take to understand why you might be seeing discrepancies between the two platforms. We'll also cover the most frequent scenarios that may arise:

1. My Splash event did not create a program in Marketo

2. My Splash guests are not syncing to my Marketo Program

3. Some of my guest's data is not syncing from Splash to my Marketo Program

 

The Basics: What is the Activity Log, and what will it show me?

The Activity Log can be found at the bottom right of your Marketo configuration. This log will display a "timestamp" of every program clone, every real-time guest sync, every configuration edit, and every Splash event update. 

You can find the Activity Log at the bottom left of your configuration. Later in this article, we'll walk through how you can use this tool to troubleshoot your sync discrepancies. 

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How does Splash sync data? Should I expect sync delays?

Keep in mind that a "real time" syncing integration should not be expected to sync immediately, every time. Sometimes, if you notice that your data has yet to flow from Splash to Marketo, there could be a delay in our API queue. Don't worry - your data is in line and will sync over as swiftly as possible!

We also suggest reviewing our API queue guidelines. It's possible that your team may have maxed out on your daily API call limit. For more information on this, check out:  What will happen if my team reaches our daily API limit?

Additionally, your team should consider potential limits with how much information will be sent over to Marketo at once. We advise that you check in with your Marketo Admin to discuss other tools that might be taking up a significant amount of Marketo API bandwidth. Marketo's Support Team may also be able to assist further when it comes to information on concurrency limits.

 

My Splash event did not create a program in Marketo. What should I do?

Is it possible that you already have a program with the same name? If there is a program existing in your Marketo instance with the same exact naming convention that Splash is trying to push, then Splash will not create your Marketo program. As a best practice, we recommend adding a unique string, like [event.id] to your program cloning naming convention to ensure that you won't run into this.

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Do you have multiple Marketo configurations in use? If so, there's a chance that based on your configuration(s) setup, Splash intentionally did not to create your program. For more information on these scenarios, check out: Can I set up multiple Marketo Configurations? 

 

My Splash guests are not syncing to my Marketo Program. What should I do?

Here's where (A) reviewing your configuration, and (B) utilizing the Activity Log will come in handy. First, you'll need to grab an example of a guest within your Splash Guest List that did not sync over. Jot down their email address and their Splash Guest list status - you'll need these later on. 

Got that guest? Great. Let's begin!

  1. First, we'll start by heading over to your Marketo configuration. Scroll down to the section labeled, "Program Channel Status Mapping." Is your guest's status mapped here? Keep in mind that Splash will only sync over guests if their statuses are mapped here.
    Image_2020-05-14_at_6.34.56_PM.png
  2. If this checks out, then we'll head down to the Activity Log located at the bottom right of your configuration. 
    Image_2020-05-14_at_6.37.00_PM.png
  3. Click to open the Activity log and use the field at the top to search for your guest's email address, and click "return." This will display an entry of each and every time Splash attempted to sync this guest from Splash to Marketo. Each entry will have a date and timestamp that represents when the sync was triggered. Look for one that is closest to when your guest RSVPed via Splash.
    Image_2020-05-14_at_6.39.30_PM.png

    Keep in mind - You will not see an Activity Log timestamp for guest data if you are using our Batch sync method to send guest data over to Marketo. You will also not see an Activity Log timestamp when syncing leads from your Marketo Program to your Splash event. The Activity Log will only record a timestamp for guests syncing from Splash to Marketo in real time. If you're experiencing issues with your Marketo Batch sync, reach out to our team and we can take a look!

    You also won't be able to see an activity Log timestamp if there is a delay in Splash's API queue. Hang tight, it'll post soon!

  4. From there, click on the blue text labeled "Show Details" to see the entire payload. You'll notice some familiar data in there - including your event title, the guest's details, and more.
    Image_2020-05-14_at_6.44.59_PM.png

  5. Towards the bottom of the payload, you might notice the word status. Picking this out will be the bread and butter of your investigation. Typically, this line will read "Status:200". A 200 means that Splash successfully sent the data over to your system. Amazing!
    Image_2020-05-14_at_6.49.40_PM.png

  6. However, you might see another message appear. If you're a Marketo Admin, you'll probably recognize the meaning of the code. If you need a refresher, check out Marketo's API Error Code Documentation. This will give you an idea of what is going on and what you'll need to do to resolve.

 

Some of my guest's data is not syncing from Splash to my Marketo Program. What should I do?

You may run into a situation where your guest(s) are syncing over just fine - but a specific piece of information (like, their "Company Name") is not.

For this, we'll want to take a look at your configuration setup to see if you're mapping over the correct field.

Head to your Marketo integration and find the "Sync Leads" section of your setup. You might see that there is already a mapping for Company, but you'll want to pay close attention to the field name.

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While most Splash forms use the templated "Company" question, it's possible that a user in your organization instead created a custom question with a similar field name (like companyCompany Name, or Organization). 

While the question ID is not surfaced in the registration form, the Splash Field Names are case sensitive, and completely unique in your team's Splash instance. So, if your form uses "Company Name", then you'll want to map "Company Name" in your integration setup.

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Keep in mind that Splash will not allow you to change a question's Field name once the form is saved. We want to make sure your guest data stays safe!

For future events, we recommend standardizing your event program's forms by ensuring that the same questions exist across your Splash theme templates. Here are some helpful resources to accomplish this:

 

As always, if you have any questions or concerns, drop us a line and we'll be happy to help!

 

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