The Situation: A salesperson discovers that the primary email address for a lead/contact has changed. He/She changes the email address in the CRM system to reflect the new primary email for that lead/contact. Since Eloqua auto synchs use email address as the unique identifier, the auto-synch will run and try to find a match using the new email address. However, since this change has only been made in the CRM, it will not find a match in Eloqua and therefore create a duplicate record. Needless to say, this is far from ideal!
The Solution: Create an autosynch that references the Lead / Contact's history object in Salesforce.com. Use the old email address value as the unique identifier to match Eloqua's database and use the new email address value to overwrite it once a match has been made (don't worry.....if your confused, just follow the Play by Play!).
Play by Play:
1. Enable History Tracking on the Email field
Ensure that history tracking is enabled for the email field in Salesforce.com. This allows all changes made to this field to be recorded and allows us to pull this info into Eloqua. [Note: This change requires that you have Administrator privileges in Salesforce.com.]
Your Name > Setup > Customize > Lead >
2. Create an Auto-synch in Eloqua to pull the information from history object
*The Auto-synch instructions below are specific to Leads in Salesforce. The same process can be followed for Contacts by swapping the word "Lead" for the word "Contact" in the following instructions.
** Although the screen captures show the Eloqua9 interfaces, the process is the same for Eloqua10.
Everything should be set up and ready to go at this point. To test this process, make a change to a Lead / contact's email address (in Salesforce) and then manually run your Auto-Synch. To manually run an Auto-synch, go to....
Setup > Integration > Inbound > Management > Auto-Synchs > (select the auto-synch you just created) > Auto-Synch Options > Run Auto-Synch (you may select ignore date filter to pull in any changes prior to configuration of this process).
Once this completes, and runs successfully, you will be able to view the contact's activity overview and the date and time of the change will be recorded.
Note: these instructions were taylored (haha get it taylor like my last name...not funny? Okay moving along ) for Salesforce however similiar solutions may be available in other CRM systems.
I hope you guys found this Play by Play helpful, I will be putting out additional Play by Play's periodically to help everyone on their Eloqua adventures. Feedback is appreciated as always.