Lead & Contact Creation from SAP Marketing in SAP Sales Cloud not working for B2B scenarios

[F_Mages]

Hello experts,

we are currently integrating the lead replication from SAP Marketing Cloud to SAP Sales Cloud.

When I am replicating a scored lead from a contact that is not associated with a company / account the SAP Sales Cloud creates a lead for an individual customer but not a contact.

This is not expected behaviour for a B2B scenario.

Things i already tried:

• Changing the iflow (not possible because there is a check if an account exists during the mapping process)
• Finding an option to disable creation from lead for individual customers

I find it confusing that this is handled during the mapping process of the lead. Why is this not configured / checked on the side of the SAP Sales Cloud so it could be easily changed?

Is there a way around this problem?

Thank you
Florian

[SCHNEIDERT · Accepted solution]

Hi Florian,

this is the expected behavior.

You can avoid this using the CorporateAccountName field in Marketing Cloud. So, if a contact has a value in that field, a B2B lead is created in Sales Cloud. Otherwise it will always create an individual customer because of the check of the "AccountExists" on CPI side that you already mentioned.

So you don't have to create a "real" Corporate Account in Marketing Cloud but at least have to fill that free text field.

BR Tobias

[F_Mages · Accepted solution]

Hi Tobias,

Thank you for your quick answer.
Will this not lead to "false" dummy accounts in the SAP Sales cloud?
So in this case I would need to add this field to all outgoing contacts without associated accounts automatically. What would be the preffered way to do this?

Thank you.
Florian

[SCHNEIDERT · Accepted solution]

Hi f.mages,

how does your process look like? Where do your leads originate from?

Possible use case could look like that:

You have a form on your website (where you e.g. provide Whitepapers for download) to create contacts and interactions in MC and by that interactions then trigger the lead-handover to Sales Cloud. In that form you could provide the "Corporate Account Name" field which is then filled out by the contact to submit the form.

In Sales Cloud the Account field in the lead is filled with the freetext value from SAP Marketing Cloud. Then, while converting the lead, the sales colleague could either use that value to create an Account or use an existing Account by using the duplicate account check in Sales Cloud.

If you don't have the Corporate Account field in MC I think maybe it's a possible way to fill that field with a dummy value on CPI side before the mapping step. But of course then your sales team always has to change that dummy value in the lead in Sales Cloud before converting the lead.

Maybe that already helps 🙂

BR Tobias

[F_Mages · Accepted solution]

Hi Tobias,

Thank you for your help.
The leads of our customer originate from the website, but are not always filled with company data so we will create leads without a company.

I will consult with my customer regarding making the company field required in forms.

The only other solution would be to change the standard iFlow as there is no Pre-Mapping Extension included, so there is no other way to assign this free text field before mapping.

Thank you
Florian

[SCHNEIDERT · Accepted solution]

Hi f.mages,

you're welcome.

Yes, good idea to request them to make that field mandatory. Think that would be the best and usual case when working in B2B and should not prevent customers from submitting the form. Even if they enter not a valuable name like "ABC" in the field, it is still okay because you are then able to use the standard integration flow.

BR Tobias

[aldlu · Accepted solution]

Hi Florian, Tobias,

I have the same issue, when I transfer leads to C4C with new contacts, it creates indivual customers.

I'm creating contact via forms in Marketing Cloud. But I cannot add the field "Corporate Account" in the form so the contact is not linked to any account. Moreover, we don't have the possibility to add an account manually on a contact factsheet.

Could you help me? How do you fill in this "Corporate Account" field for a contact in Marketing Cloud?

Thank you in advance!

Kr,

Alicia

[SCHNEIDERT · Accepted solution]

Hi aldlu,

in the Form which you create in Content Studio you use an input field.

In the Data Mapping section on the left side you choose "Contact" as Mapping Object and "Company Name" as Contact Attribute.

Hope that helps.

BR Tobias

[aldlu · Accepted solution]

Hi Tobia,

Thank you! Now it is working fine.

As far as I know, there is still no way to modify/add the account linked to a contact manually in SAP Marketing Cloud, right? This must be done in C4C?

Thank you!

Kr,

Alicia

[SCHNEIDERT · Accepted solution]

Hi aldlu,

correct, you cannot do it manually. The only way (beside in C4C for example) is to upload data via CSV or to do an OData PATCH on the Contact API.

BR Tobias