We have set up journey in Marketing Cloud using Salesforce data as an entry source. I am observing individual email results records in Sales cloud and found that some of them have not flown back to Sales Cloud.
In Email studio tracking I see total sent (delivered) are 35, while I only see 13 IERs in Sales cloud. Some of the email were sent 5 days ago. I assume that it won't take that long for the tracking to flow into Sales Cloud.
Does anyone have any ideas why this happens?
Thank you.
[SalesForce] Individual Email results records
Related Solutions
We can see email results in Salesforce into "Individual Email Results" only if we send an email using a Salesforce DE (standard or filtered) or a Shared Salesforce DE (standard or filtered). If we use Synchronized Data Extension or Custom DE, email tracking will not go back to Salesforce.
The problem was that I didn't link my custom Data Extension with Contact on Contact Builder.
Solution:
I entered on Contact Builder, created a new Attribute Group. After that I clicked on "Link Data Extensions".
So I select my Data Extension (DE) and linked my Primary Key of my DE (Salesforce Contact ID) with Marketing Cloud Contact Key.
At the end I clicked on Save and executed my Journey with my DE as Entry Source. After about 1 hour I received tracking data records on Salesforce.
Best Answer
You can request tracking immediately, to see if it can pull over the tracking data - if this works, then you know the connector is working.
If it doesn't flow over, it means there's an issue with your connector - and a support case would be the best way to resolve. (Can be a number of things, out of date oauth token, a bug, other)