User Assignments not Adding up?

Have you ever noticed that some of your prospects are assigned to a certain user in Pardot but when you look in Salesforce they are assigned to a different user? We have seen this inconsistency several times with our clients, and we have the solution ready for correct user assignments.

Pardot and Salesforce works as best if they can communicate efficiently, by leveraging the same information in two platforms. However, there might be scenarios when you notice the user assignments are not adding up. This could create false data for your dynamic sender personalisation for example.

In the majority of the cases, two reasons could be the culprits:

1. Sync hasn’t occurred yet

The user information has only just been recently updated and has not yet been synced from Salesforce. Check the Connector to see if everything is wrong with the sync configuration. As long as you can’t see thousands of sync errors or red notifications, consider the sync to be correct.

This scenario might be caused by busy platforms, which can occur when you have too many background automations. Leave enough time for the platforms to talk to each other, and if the issue still occurs after an hour, raise a ticket with Pardot support.

2. User not synced / created

In this instance, the Pardot user is not mapped to Salesforce, or the Salesforce user has not been created in Pardot. To solve this scenario, your Pardot admin will need to follow these steps:

1.  Look for the user in Pardot
   • If the user can not be found, then create a new user
   • If the user is already created, ensure that it is mapped
2. Trigger the sync from Pardot either manually or with a simple import.

To resolve the second scenario, triggering a sync for the prospect record will update the user assignment in Pardot to match the Salesforce record owner. If you are not sure how to map a user, you can find out how here.

Update: In 2021 Salesforce will retire the Pardot-only login, which means all your users need to use their Salesforce credentials to access Pardot. Ensure everything is set for that change by enabling automatic user sync between Pardot and Salesforce. By configuring the user sync on your Pardot account you can also prevent the second scenario from happening, which is a bonus!

Hopefully these steps will resolve your user assignment issues. If you do still find they are still not adding up, contact us today and we will be happy to help!