Understanding the Root Cause

The root cause of this issue is the mismatch between the Subscriber Key used in SFMC and the one used in the Salesforce Connector. When the Salesforce Connector is set up, it uses the Service Cloud ID as the Subscriber Key, which can cause duplicates if the team is using email as the Subscriber Key.

The Salesforce Connector uses the Service Cloud ID as the Subscriber Key by default, which can cause duplicates if the team is using email as the Subscriber Key.

Step-by-Step Solution

To remove the duplicates, you can follow these steps: first, export the full contact list from SFMC. Then, query on the sub key structure to find contacts for deletion. You can use the following query as an example:

Example Query

SELECT * FROM _Subscribers WHERE SubscriberKey IN (SELECT SubscriberKey FROM _Subscribers GROUP BY SubscriberKey HAVING COUNT(SubscriberKey) > 1)

After identifying the duplicate contacts, you can delete them while keeping the email as the Subscriber Key. It is essential to note that using email as the Subscriber Key can be easier for external systems, but it may limit the use of CRM activities in journeys, such as creating a case or updating a contact or lead.

When deciding which Subscriber Key to use, consider the specific needs of your team and the systems you are working with. While using the Service Cloud ID as the Subscriber Key can provide more functionality in SFMC, using email as the Subscriber Key can be easier for external systems.

Best Practices

To avoid this issue in the future, make sure to carefully plan the setup of the Salesforce Connector and consider the implications of using the Service Cloud ID or email as the Subscriber Key.

Heads up: Using email as the Subscriber Key may limit the use of CRM activities in journeys.

Checklist for Removing Duplicates

• Export the full contact list from SFMC
• Query on the sub key structure to find contacts for deletion
• Delete the duplicate contacts while keeping the email as the Subscriber Key
• Consider the implications of using the Service Cloud ID or email as the Subscriber Key
• Plan the setup of the Salesforce Connector carefully
• Test the setup to ensure it is working as expected
• Monitor the system for any issues or duplicates

What is the default Subscriber Key used by the Salesforce Connector?

The default Subscriber Key used by the Salesforce Connector is the Service Cloud ID.

Can I use email as the Subscriber Key?

Yes, you can use email as the Subscriber Key, but it may limit the use of CRM activities in journeys.

How do I remove duplicates after setting up the Salesforce Connector?

You can remove duplicates by exporting the full contact list, querying on the sub key structure to find contacts for deletion, and then deleting the duplicates while keeping the email as the Subscriber Key.

What are the implications of using the Service Cloud ID as the Subscriber Key?

Using the Service Cloud ID as the Subscriber Key can provide more functionality in SFMC, but it may cause duplicates if the team is using email as the Subscriber Key.

How do I decide which Subscriber Key to use?

You should consider the specific needs of your team and the systems you are working with when deciding which Subscriber Key to use.