Troubleshooting Steps

To start troubleshooting, we should first check if the emails are being sent from Journey Builder or a Salesforce data extension. If not, the Individual Email Results related list will not be populated. Next, we need to verify that the data extension contains the subscriber key of either Contact Id or Lead Id.

We can also try sending a one-time test email to check if the connection is working fine. Additionally, if the emails are being sent using triggered sends from the Manage package, we need to click on the request tracking button, as this is a known issue.

The root cause of this issue is often related to the configuration of the Marketing Cloud connector in Salesforce. If the connector is not properly set up, the tracking data will not be populated in the Individual Email Results related list.

To further troubleshoot the issue, we can try running a report using the Individual Email Results and Contacts report type in Salesforce. If the report returns 0 results, it may indicate an error in the connector, and we should raise a support ticket to investigate further.

Configuring the Marketing Cloud Connector

To configure the Marketing Cloud connector, we need to ensure that the connector is properly set up and that the tracking data is being sent to Salesforce. We can do this by checking the connector settings and verifying that the tracking data is being populated in the Individual Email Results related list.

Once we have verified that the connector is properly configured, we can start sending emails from Journey Builder or Email Studio and check if the Individual Email Results related list is being populated.

Fixing the Issue

To fix the issue, we need to follow these steps:

Troubleshooting Steps

1. Verify that emails are sent from Journey Builder or a Salesforce data extension.
2. Check that the data extension contains the subscriber key of either Contact Id or Lead Id.
3. Send a one-time test email to check the connection.
4. If using triggered sends, click on the request tracking button.
5. Run a report using the Individual Email Results and Contacts report type in Salesforce.

Heads up: If the report returns 0 results, it may indicate an error in the connector, and we should raise a support ticket to investigate further.

Checklist

• Verify that emails are sent from Journey Builder or a Salesforce data extension.
• Check that the data extension contains the subscriber key of either Contact Id or Lead Id.
• Send a one-time test email to check the connection.
• If using triggered sends, click on the request tracking button.
• Run a report using the Individual Email Results and Contacts report type in Salesforce.
• Check the connector settings and verify that the tracking data is being populated.
• Raise a support ticket if the report returns 0 results.

Frequently Asked Questions

What is the Individual Email Results related list?

The Individual Email Results related list displays the email engagement history for a lead or contact in Salesforce.

Why is the Individual Email Results related list empty?

The Individual Email Results related list may be empty if the emails are not being sent from Journey Builder or a Salesforce data extension, or if the data extension does not contain the subscriber key of either Contact Id or Lead Id.

How do I troubleshoot the issue?

To troubleshoot the issue, we can follow the steps outlined in the troubleshooting checklist, including verifying that emails are sent from Journey Builder or a Salesforce data extension, checking the data extension, sending a one-time test email, and running a report using the Individual Email Results and Contacts report type in Salesforce.

What if the report returns 0 results?

If the report returns 0 results, it may indicate an error in the connector, and we should raise a support ticket to investigate further.

How do I configure the Marketing Cloud connector?

To configure the Marketing Cloud connector, we need to ensure that the connector is properly set up and that the tracking data is being sent to Salesforce. We can do this by checking the connector settings and verifying that the tracking data is being populated in the Individual Email Results related list.