Missing or Delayed Email Tracking Data Reported for Some MarketingCloud Email Sends integrated with SalesCloud MC Connect
Trailblazer Community

Missing or Delayed Email Tracking Data Reported for Some MarketingCloud Email Sends integrated with SalesCloud MC Connect

Marketing Cloud Integrations

Last updated 2019-06-02 ·Reference W-3520118 ·Reported By 26 users

Fixed in version Marketing Cloud June 2017

Summary
Send/Open/Click tracking data is not posting (or significant delay) to SalesCloud Contact's individual tracking results on some Salesforce Marketing Cloud Integrated sends using MC Connect (v5). Has been documented for: Triggered Send, Single Send, Journey Sends.

For Journey Builder Sends: May be observed when marketing emails are sending to SFDC lead via Salesforce Data Extension and Journey Builder (Salesforce event triggered). Usually, email tracking becomes available in CRM automatically. However, some tracking is missing in SFDC.

Repro
May occur when:
1. In Marketing Cloud, send an email via User Initiated Send and compare tracking information in Salesforce CRM.
2. In Marketing Cloud, send an email via Guided Send and compare tracking information in Salesforce CRM.
3. In Marketing Cloud, send an email via Welcome Journey and compare tracking information in Salesforce CRM.

Workaround
Open case with Marketing Cloud Support when tracking data is not appearing in SalesCloud; a manual process may be available to sync missing or delayed tracking data.

Please note: If Support finds that a tracking subscription was never created at time of send, they will be unable to re-initiate a sync of tracking data.

Updates
June Marketing Cloud Release - More fix work was implemented to help support the underlying infrastructure, but more work is planned for the coming releases.

Any unreleased services, features, statuses, or dates referenced in this or other public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make their purchase decisions based upon features that are currently available.