Jordo's Playbook: Changing Email in CRM (Doc ID 1963176.1)

Last updated on FEBRUARY 11, 2016

Applies to:

Oracle Eloqua Marketing Cloud Service - Version 9 to 10 [Release 9 to 10]
Information in this document applies to any platform.

Goal

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!

Solution

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