How to Ensure Eloqua Integration Handles Email Changes Without Duplicates

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Step

Description

1

CRM: Create 2 new fields:

1. "Old Email"
2. "Email changed"

• Create a short text field on the CRM On Demand Contact record called 'Old Email'.
  • Make this field read-only on the layout.
• Create a check box field on the CRM on Demand Contact record called "Email changed"
  • Make the default value N.
  • Make this field read-only on the layout.

Workflow run condition

• PRE('<ContactEmail>')<>([<ContactEmail>])

Actions:

• Wait
• Copy ‘Email’ field into the field called 'Old Email' 
  •    IIf(([<plEmail_Changed_ITAG>] ='N' OR [<plEmail_Changed_ITAG>] IS NULL) , PRE('<ContactEmail>'), [<stOld_Email_ITAG>])
• The "Email Changed" check box is checked (set value to Y)
  • This will lock the "Old Email" field for the length of time needed for the Elqoua "Update Email" Autosync  to run. (30 min in mine)
• Wait 30 minutes
• "Email Changed" field is un-checked
• This will unlock the "Old Email" field (set value to N)
  • This will allow the email address to be changed again at a later time.

2

Eloqua: Add new AutoSync

Go to Settings> Setup> Integration

Go to the Inbound Tab, select Create a Data Source with External Call from the dropdown.

• In Step 1, give it a name, leave everything else alone except change the 'Purpose of Upload' to 'Modify Email Addresses'. Check the box for 'Can be scheduled for automatic execution.
• In Step 2, Action set to 'Retrieve’. Entity should be 'Contact'
• In Step 3, Make sure the fields selected include 'Email', 'Old Email', 'Modified: Date External', 'Modified External', 'Row Id', 'External Unique Id', (Not sure if all these were needed, but they didn’t hurt)
• In Step 4, Set the filter conditions to the following:
  • Email> Equals>  *@*
  • Old Email> Equals>  *@*
  • Modified: Date External>  Greater Than or Equal to> (Use the drop down arrow to see the choices)    "Use the date of the Event and Subtract"  Put 1 in the box on the right 
    The value will show "Today -1 day"
• Step 5, Upload Actions
  • Set old Email Address to 'Old Email'
  • Set New Email Address to 'Email'
• Step 6, Set the schedule to 'Schedule Automatic Data Imports using these settings'
  • Set the ‘Send email on success’ and ‘Send email on failure’ to "checked" and make sure your email is listed in the notification email.
  • Set the 'Auto-snync schedule to 'No All days and times are custom entries'
  • Custom scheduled derived from preset
    • full week
    • then set each day to 0:01 and 23:59
• Finish

3

Test

We created 4 scenarios

1. New CRM On Demand Contact is created with a unique email address
2. Existing CRM On Demand Contact is updated with a unique email address
3. New or existing CRM On Demand Contact Email address is updated, then tries to update it again within 30 minutes
4. New or existing CRM On Demand Contact is created or updated with an email address that already exists in CRM 
   1. (In this test the Update Email autosync will fail. If the email address already exists in CRM, then Elqoua will match on the old email address, find it, but will not overwrite the email field because it already exits in Eloqua)

NOTES:

The scheduling of your Autosync is important.

• Make sure your “Update Email” Autosync runs before your full Contact Autosync.
• In my schedule I have the
  • Update Email set to run between 0:01 and 23:59 every 30 min
  • Full Contact set to run between 0:02 and 24:00 every 2 hours.