Marketing Cloud Connect Individual Email Results (IER's) not working when sends are initiated from the Marketing Cloud
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Marketing Cloud Connect Individual Email Results (IER's) not working when sends are initiated from the Marketing Cloud

Marketing Cloud Email Studio , Marketing Cloud Integrations , Marketing Cloud Journey Builder

Last updated Yesterday ·Reference W-7115724 ·Reported By 29 users

In Review

Summary
Marketing Cloud Connect Individual Email Results (IER's) not working when sends are initiated from the Marketing Cloud, and the System User is not integrated.

The subscribe for tracking call is expecting the System user to have a completed integration as a user as well as a system user (which is not required). The result is when performing a mass send to a salesforce audience from the Marketing Cloud UI, the system is unable to subscribe for tracking. Such as SF Data Extension sends, guided sends to a SF Report/Campaign, or a Journey Builder Send that expects to push tracking back to Salesforce.

Repro
1) Integrate your API user from CRM to MC
2) Integrate your System user from MC to CRM
3) DO NOT integrate as the API user in a user context from CRM to MC
4) Perform a guided send from the Marketing Cloud to a SF Audience
5) IER's are not pushed back

Workaround
Perform mass sends from the Salesforce package UI instead of Marketing Cloud
OR
Integrate your API user from Salesforce to Marketing Cloud as a user as well as system user

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