This document provides information about how Pardot syncs with various CRMs, including Salesforce, SugarCRM, Netsuite, and DynamicsCRM. It discusses how prospects, leads, opportunities, accounts, campaigns, and other CRM data are synced between Pardot and each CRM. It also covers topics like custom field and user syncing, LeadDeck integration, sync numbers and limits for each CRM, and troubleshooting sync issues.

1. Partner Certification - Gold
CRM Sync Knowledge

2. What CRMs does Pardot
Sync with?
• Salesforce.com
• Cloud only based solution
• Pardot added to CRM via an AppExchange package
• SugarCRM
• Cloud (OnDemand) and Installed version
• Pardot added to CRM via a Sugar Install Package
• Netsuite
• Cloud only based solution
• Pardot manually added to CRM via custom fields
• DynamicsCRM
• Cloud (Live) and Installed (IFD) version
• Pardot manually added to CRM via custom fields

3. Basics things to know about
CRMs
• Pardot will first look for a contact in the CRM and then a
lead. If neither is found, Pardot will create a lead if the
prospect is assigned
• Pardot can only create a lead if the prospect is assigned
• CRM requires a lead or contact owner
• Pardot will only be able to write to CRM fields if the CRM
has a blank.
• Pardot custom fields can be set as a Pardot master field
• CRM will always overwrite Pardot in difference of
information on default fields

4. Assigning a prospect
• To a user
• Pardot will assign the prospect to a user and notify the user of the new lead.
• Pardot will push the new lead to the CRM
• To a group
• Pardot will round robin assign the lead to the next person in line for the
group and notify the user of the new lead
• Pardot will push the new lead to the CRM
• To a queue
• Only for salesforce.com
• Pardot sends the prospect to a queue in salesforce.com for assignment in
the CRM
• To an active assignment rule
• Only for salesforce.com
• Pardot sends to the prospect to salesforce.com to use assignment rules in
their system

5. Creation of Prospects from
CRM
• Available for salesforce.com, SugarCRM, and
DynamicsCRM
• When a lead or contact is created in the CRM, it will be
created in Pardot
• If prospect does not already exist based on email address
• Will only work for leads and contacts created after option
is turned on, will not retroactively bring in old leads and
contacts
• Option is located in the settings for the connector
• Choose which campaign they are added to
• Good idea is a “Created in CRM” campaign

6. Opportunities
• Pardot syncs with opportunities in salesforce.com and
SugarCRM
• Can connect other CRMs with opportunities via the API
• All opportunities in your CRM will be brought over to Pardot
• Opportunities can be imported if you are using a CRM
other than salesforce.com and SugarCRM
• Ability to run rules off of open, close, stage, probability,
etc.
• Closed-Won is a great way to keep a client/customer list

7. Account Syncing
• Gives you the ability to keep information about the same
company under one umbrella
• Syncs with salesforce.com, SugarCRM, and
DynamicsCRM
• Accounts in CRM will be created in Pardot automatically
• Custom account fields can be synced between CRM
and Pardot

8. Campaign Syncing
• Sync campaigns between salesforce.com and Pardot
• Add prospect to campaign and update status in
salesforce.com via a completion action or automation
rule
• Add prospects to Pardot list via a campaign in CRM
(through AppExchange package)
• Remember that salesforce.com campaigns and Pardot
campaigns are different items

9. LeadDeck in CRM
• In salesforce.com, you can access LeadDeck in the CRM
• Accessed through a tab at the top of salesforce.com
• Must have single sign-on to avoid signing into LeadDeck
each time
• The salesforce.com version of LeadDeck does not give
the popup notifications of new visitors to the site

10. Single Sign-On
• Available for salesforce.com and SugarCRM
• Allows users to sign into both systems while logging into
just one
• Keeps user logged into LeadDeck if accessing from
salesforce.com
• Allows for the Pardot activities and other iframes in the
CRM to not show the login screen, but the actual items

11. Custom Fields and CRM
Users
• Once the connector is created in Pardot for the CRM,
you can sync custom fields and CRM users with Pardot
and CRM
• When creating a custom field, you will be able to choose
the field in the CRM it syncs with
• Salesforce.com will pull in pre-defined values for dropdowns,
checkboxes, radio buttons and multi-selects
• When creating new users, you will be able to connect to
the user in CRM
• User will have to verify their password for single sign on in Pardot

12. Sync Numbers
• Pardot syncs different numbers per sync cycle with the CRM
depending on their API
• Salesforce.com: 4,800 records an hour
• SugarCRM: 1,200 records an hour (4,800/hour if special need
arises (could hurt API limits))
• Netsuite: 480 records an hour
• Dynamics:1,200 records an hour (4,800/hour if special need
arises (could hurt API limits))

13. CRM Sync Tidbits
• You can view the number of prospects in your sync
queue by going to Admin >> Connectors and click on the
icon to the right of the connector.
• Error queue can be seen there as well. This means there
is something in the CRM not causing the sync.
• Can view error report here as well to see the errors
• Pardot will note a “change” in the CRM and trigger a sync
for a record when the ‘last modified’ field has been
updated
• Formula fields in salesforce.com will not update this field

14. End of Course Eleven
• You have reached the end of the CRM Sync
Knowledge
• You will now take a test of what you have
learned. You must score greater than 85% to
pass this portion of the test.
• Good luck!