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    Salesforce integration: not updating existing entry.

    Asked by zignal on August 11, 2016 at 01:17 PM

    I've set up a form with an integration with Salesforce and leads are posting through. In the integration settings, I selected the option to update existing entries (using email address as the unique identifier). The issue is that it's creating duplicate leads for each submission, even when using the exact same email address. I assumed the behavior would be that if there's already a lead in Salesforce with that email address, it will update that record instead of creating a new one. Am I misunderstanding or is there another setting I need to update to accomplish this? I am using the email address Jotform field (not a text box) and it's correctly mapping to the Salesforce email field. 

    Follow up question: What is the logic around updating contacts and leads? In other words, does Jotform look to contacts for that email address first, or does it only look to leads? What other platforms do, and what I'm sure everyone wants, is for the integration to look for a contact with the email address first, and if one exists to update that contact. If one doesn't exist, it should look for a lead with that email address, and if one exists to update that lead. If one doesn't, only then to create a new lead. Is this how it works or is there some other logic? 

    Please let me know if I can clarify.

    Thanks!

    JotForm identifier settings unique salesforce deduplication integration
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    JotForm Support

    Answered by BDAVID on August 11, 2016 at 03:23 PM

    Thanks for updating us, I have just tested the SalesForce integration, and I can see what you mean, it is not updating existing entry, it just creates a new one:

    I am forwarding this to our second level, you will be notified via this thread about any updates on this matter.

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    Answered by zignal on August 11, 2016 at 03:24 PM

    Thank you!

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    Answered by zignal on August 11, 2016 at 03:25 PM

    Can you please also address my second question about the logic around updating contacts and leads? 

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    JotForm Support

    Answered by BDAVID on August 11, 2016 at 03:37 PM

    I assume that the logic is to check for duplicate information in the existing entries, such as the email address, so the integration will pick the entry that matches the most and automatically update it. But I am not 100% sure if this is right.

     

    That's why I have forwarded this to our developers, so they can let us know if my assumption is right, and fix the integration, or explain how the update would occur.

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    Answered by zignal on August 11, 2016 at 03:40 PM

    Thanks for the reply, but that doesn't address the question. In Salesforce, leads and contacts are two different objects. Leads get converted to contacts. So my question is, does the deduplication logic (once it's fixed) look to both leads and contacts for that email address, or does it only look to leads? I'm hoping it's the former, or this isn't going to work for us. 

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    JotForm Support

    Answered by BDAVID on August 11, 2016 at 04:44 PM

    The "Duplicate Check" option applies for any of the lists (account, contact, or lead):

    Let us know if you need more help.

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    Answered by zignal on August 11, 2016 at 04:49 PM

    Right, but does it only look to ONE of those objects (either leads OR contacts), or does it look to both? If it only looks to one or the other, then I HIGHLY recommend you add a feature so that it first looks to contacts then to leads, where it will update an existing record if it finds one, and create a new lead if it doesn't. This is how other platform integrations work (Eloqua, Marketo, Pardot, etc). If it only looks for duplicate leads (if we select the option to create leads) and doesn't look to contacts, then we won't be able to use Jotform. Can you please confirm? Let me know if I can clarify. 

    Thanks!

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    JotForm Support

    Answered by BDAVID on August 11, 2016 at 06:00 PM

    I have included your question to the developer who will get in charge of this ticket, in order to get an accurate answer.

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    JotForm Support

    Answered by EltonCris on August 22, 2016 at 11:34 AM

    @zignal 

    We can't seem to find your reply here. Kindly post it again in your thread here https://www.jotform.com/answers/904045.

    Just FYI, there is still no update on this issue. Once the developer has fixed this, you will be informed right away via this thread.

    Thank you!

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    Answered by zignal on August 22, 2016 at 03:28 PM

    I believe my responses are in this thread. Please keep me updated on the resolution. 

    Thanks, 

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    JotForm Support

    Answered by NeilVicente on August 30, 2016 at 10:31 AM

    Hi,

    Duplicate checking does work, but it doesn't just rely on email address.

    For contacts and leads, your form must have both full name and email fields that are properly matched.

    We have updated the integration wizard so it would point to a manual that talks about duplicate checking.

    Please take some time to read the said manual. Update your form accordingly and do let us know if you're still having issues.

    Best,