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Salesforce duplications

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Regular Contributor

Hi, 

 

I have a client that has a problem where HS is creating duplications in SF. HS has admin access to SF and can see all the leads and contacts so that's not the issue. 

HS keep saying that they won't create a duplication for an existing email, but in fact, it's happening.

Has this happened to anyone? Or can anyone explain how the logic works and what definitions we should be looking at?

 

Thanks

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Esteemed Advisor

Hi, @MaayanSel. There might be some configuration issues which could potentially allow the connector to create duplicate records in Salesforce, but it's pretty unlikely. One such example: You have sharing rules set up on leads to be private. The connector creates a new lead in Salesforce, and lead assignment rules assign it to a user who's higher in the role hierarchy than the integration user. The record would be "seen" by the connector on create, but not afterwards. The next sync would create a duplicate record. 

 

It's also possible there are other integrations, automation, or Apex responsible for creating duplicate records. This can be sort of difficult to troubleshoot. 

 

On both the original and duplicate records, are the Created By and Last Modified By user both the integration user? If the Created By user differs, it wouldn't be something that the connector did. 


Brad Mampe, Salesforce Analyst, Fidelity
I'm probably wrong. I may not be right about that.
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Esteemed Advisor

The trigger is an update to a mapped property on a HubSpot contact, with a valid email and on the inclusion list (or is not a Subscriber lifecycle stage, if no inclusion list). When the sync occurs, there's a HubSpot Intelligence record create/update in addition to the lead/contact create/update, and associated with that synced record. 

 

There's something else that's going on which is interfering. Maybe there's something going on with the permissions on the HubSpot Intelligence object on the integration user. [An extremely long shot is going to the Objects menu in Salesforce, clicking the HubSpot Intelligence object, and ensuring it's set to "Deployed", and not "In Development." It's virtually unlikely this is the culprit, but that setting would render any object settings on the integration user moot.]

 

Another possibility is that there's something going on with the mappings to the email field itself. Check the contact field mappings page in-app in HubSpot, and ensure that the mapping to the standard email field is nonduplicated with custom mappings, and set to always update from either side. If there are duplicated custom mappings, ensure the update rule is consistent across all mappings. 

 

If it's not those, then it's possible there's some other integration, automation, code, or user creating duplicates. Check the Created By/Last Modified By users on the duplicate records. Do they match the integration user? If not, then it's something else in play. 


Brad Mampe, Salesforce Analyst, Fidelity
I'm probably wrong. I may not be right about that.
7 Replies
Esteemed Advisor

Hi, @MaayanSel. There might be some configuration issues which could potentially allow the connector to create duplicate records in Salesforce, but it's pretty unlikely. One such example: You have sharing rules set up on leads to be private. The connector creates a new lead in Salesforce, and lead assignment rules assign it to a user who's higher in the role hierarchy than the integration user. The record would be "seen" by the connector on create, but not afterwards. The next sync would create a duplicate record. 

 

It's also possible there are other integrations, automation, or Apex responsible for creating duplicate records. This can be sort of difficult to troubleshoot. 

 

On both the original and duplicate records, are the Created By and Last Modified By user both the integration user? If the Created By user differs, it wouldn't be something that the connector did. 


Brad Mampe, Salesforce Analyst, Fidelity
I'm probably wrong. I may not be right about that.
Reply
0 Upvotes
Regular Contributor

Hey, thanks for your answer. 

 

That's the thing, the connector has all privileges so no leads are hidden from it. 

My question is what's the trigger on HS side for creating a lead in SF, I keep hearing email but obviously, it's creating duplications. So not sure how to go about this. 

 

The Created By and Last Modified By user are both the integration user.

 

Thanks again 

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0 Upvotes
Esteemed Advisor

The trigger is an update to a mapped property on a HubSpot contact, with a valid email and on the inclusion list (or is not a Subscriber lifecycle stage, if no inclusion list). When the sync occurs, there's a HubSpot Intelligence record create/update in addition to the lead/contact create/update, and associated with that synced record. 

 

There's something else that's going on which is interfering. Maybe there's something going on with the permissions on the HubSpot Intelligence object on the integration user. [An extremely long shot is going to the Objects menu in Salesforce, clicking the HubSpot Intelligence object, and ensuring it's set to "Deployed", and not "In Development." It's virtually unlikely this is the culprit, but that setting would render any object settings on the integration user moot.]

 

Another possibility is that there's something going on with the mappings to the email field itself. Check the contact field mappings page in-app in HubSpot, and ensure that the mapping to the standard email field is nonduplicated with custom mappings, and set to always update from either side. If there are duplicated custom mappings, ensure the update rule is consistent across all mappings. 

 

If it's not those, then it's possible there's some other integration, automation, code, or user creating duplicates. Check the Created By/Last Modified By users on the duplicate records. Do they match the integration user? If not, then it's something else in play. 


Brad Mampe, Salesforce Analyst, Fidelity
I'm probably wrong. I may not be right about that.
Regular Contributor

Thank you very much for your replies, we're checking it out. 

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0 Upvotes
New Member

Hi Maayan,

 

We're experiencing a similar issue with our Hubspot <-> Salesforce integration - can you please advise if any discoveries were made on why this was occurring?

 

We're hoping to understand if a similar root cause could be affecting us as well.

 

We've been observing duplicates which started up in the past 2-3 weeks, despite us having the integration enabled for years.

 

Thanks,

 

Ben

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Esteemed Advisor

Hi, @benlehmand2l. Issues like this are almost certainly a function of automation and code (either custom, or a third-party package), and is unlikely to have many commonalities between impacted orgs. 

 

There's not a great approach for issues like this; it's going to involve a lot of piecemeal testing, enabling and disabling functionality and packages until you're able to get a better idea of what's happening.


Brad Mampe, Salesforce Analyst, Fidelity
I'm probably wrong. I may not be right about that.
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New Contributor

Hi Maayan,

 

I am having the exact same issue with duplicates and tearing my hair out!  Would you be able to share how you fixed this - that would be amazing!

 

Thanks
Meg

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