Why Your Sugar Market and Sugar Sell Counts Are Different: Common Scenarios and Solutions

When using Sugar Market and Sugar Sell together, it’s common to notice differences in the record counts between the two platforms. These discrepancies can occur for various reasons, including how records are synced, actions triggered in each system, and specific configurations. To help you understand why these differences happen and how to resolve them, we’ll walk through the most common scenarios and provide clear solutions. By the end of this post, you'll be better equipped to maintain consistency between Sugar Market and Sugar Sell.

Lead & Contact Count Differences

Scenario 1: Market Is Not Pushing Records to Sell

Sugar Market may create records via form submissions, email campaigns, or imports. However, these records won’t automatically push to Sugar Sell unless you have specific actions in place, such as:

• Form submission actions
• Scoring actions
• Listeners
• Nurture actions

Solution: Ensure that the correct triggers are set up in Market to push records to Sell. For example, when setting up a form submission, configure it to push the lead or contact to Sell. Similarly, if using nurture campaigns, make sure the action includes syncing qualified leads to Sell.

Scenario 2: Sync Filters Preventing Contacts from Being Pulled Into Market

Sometimes, your sync filters may block certain records from being pulled into Market.

Solution: Review the sync filters in Sugar Market to ensure they allow the desired contacts or leads to sync. Adjust filters to include specific segments of your audience or leads that should be visible in Market.

View the Sync Filter documentation here.

Scenario 3: Auto-Deletion Reports Deleting Records Upon Sync

Sugar Market has features like auto-deletion reports that may remove records upon sync, leading to discrepancies in the counts between Market and Sell.

Solution: Review your auto-deletion report settings in Market. Ensure that records aren’t being unintentionally deleted when syncing with Sell, and if needed, adjust the report criteria to prevent unwanted deletions.

View the Auto Deletion report documentation here.

Scenario 4: Manual or Mass Deletions in Market

Manual or mass deletions in Market could remove records that exist in Sell but are no longer present in Market.

Solution: When deleting records manually or through a mass deletion, make sure you double-check their existence in Sell to avoid accidental removal.

Scenario 5: Recycle Bin Configuration

If your recycle bin is not enabled or configured correctly, records deleted in Sell may not be removed from Market, leading to count mismatches.

Solution: Enable the recycle bin in Market and ensure it's set to delete records in Market when corresponding records are deleted in Sell.

View the recycle bin documentation here.

Scenario 6: Duplicate Records

Duplicates can appear in one platform but not the other, causing count differences.

Solution: Run deduplication processes in both systems to ensure clean data. Use Sugar Market's merge feature to eliminate or merge duplicate records. Read about the contact actions here.

Additional Causes for Leads

Scenario 7: Converted Leads

When a lead in Sell is converted after syncing with Market, the lead in Market becomes a contact. Sell will show both a contact and a lead, while Market will only show the contact.

Solution: This is an expected behavior in most cases. However, if a lead is converted into an existing contact, the lead record will remain in Market. In such cases, Market will show both the lead and contact records.

Expectation: This scenario often results in Sell having one contact and one lead, while Market may show one or both, depending on the lead conversion and sync configuration. View the explanation in detail here.

Account Differences

Sugar Market will only pull down accounts related to contacts and leads it is syncing. This means if an account has no related contacts or leads syncing between Market and Sell, it won't appear in Market.

Solution: Ensure that any accounts you wish to sync to Market have corresponding contacts or leads in Sell that are part of the sync process.

Dynamic Lists vs. CRM Report differences

Dynamic lists and CRM reports can also contribute to count differences. Here are two common scenarios:

Scenario 8: Sync Filters Preventing records from being pulled into Sugar market

If a contact or lead already exists in Market, they will be added to a dynamic list regardless of the sync filter criteria. However, if they do not exist in Market, they won't be added unless they meet the sync criteria.

Solution: To ensure contacts are accurately reflected in dynamic lists, review the sync filter criteria and consider creating a CRM report in Sell that includes the necessary contacts or leads. This report can be used in a separate dynamic list.

Scenario 9: Converted Leads in Dynamic Lists

Dynamic lists won’t pull in converted leads from Sell. If a related contact needs to be in the list, you must create a contact-type report in Sell and use it to generate a new dynamic list in Market.

Solution: For converted leads, make sure to create a contact-type report in Sell, then sync it as a separate dynamic list in Market.

View the documentation on dynamic lists here.

Target List Differences

Several factors can prevent target list members from syncing into distribution lists in Market, such as:

• A corresponding contact record does not exist in Market
• Duplicate, blank, or invalid email addresses

Solution: Double-check that each contact in your target list has a corresponding record in Market and that all email addresses are valid and unique. Running data quality checks before syncing target lists can save time and ensure accuracy.

Final Thoughts

Understanding the reasons behind count differences between Sugar Market and Sugar Sell is key to maintaining clean, consistent data. By following the solutions and best practices outlined above, you can minimize discrepancies and ensure a smoother experience when syncing records between both platforms.

If you're experiencing ongoing issues or need additional help, consider reaching out to support for further assistance.