Symptom
When syncing a record or task to the CRM, you receive an error message: "We could not sync this record. Reason: Salesforce cannot update the record. This is typically the result of merged records in Salesforce"
Applies To
-
Outreach Admins
-
CRM
- User Mapping
Resolution
To Fix this, you will need to confirm if the affected prospect is a Lead or a Contact in Salesforce. According to the Prospect type in Salesforce, you will need to remove the current "Record Mapping" that is exists in the Lead/contact object and add a new "Record Mapping" on the Lead/contact object in the CRM settings.
For example, if the affected record is a Lead in Salesforce, you will have to create the new record mapping in the Lead object in Outreach using the Object Id of the prospect as it appears in the Salesforce. In case, the prospect is a Contact in the Salesforce, you will need to create the new record mapping in the Contact object in Outreach using the prospect's object ID as it appears in Salesforce.
The procedure for re-mapping the prospect on the correct object is as following:
- Access the Outreach Platform.
- Access the CRM Sync settings.
- Click Lead/Contact object mapping.
- Click Mappings in the menu bar and click Add.
Note: Confirm the record doesn't already exist in the mapped Leads/contacts list by searching using the Salesforce object ID to avoid the "Unable to save because of a server issue" error. - On the New Mapping window, select the applicable record from the CRM Lead/contact: and Outreach Lead/contact: dropdown menus.
- Click Save.
- The new record will appear in the mapped Leads/contact list.
Cause
This usually happens if the Lead conversion in Salesforce is not reflected in Outreach.
Additional Information
Salesforce Record Merge & Delete FAQs
How To Enable Inbound Merge and Delete Options for Salesforce Records