Hey Sugar Market admins!
We know how important it is to keep your data clean and up to date. That’s why we’re introducing a new Contacts Removal Process for Sugar Market customers that sync with SugarCRM to help ensure your records stay in sync and relevant.
Why Was This Process Created?
We’ve noticed a couple of scenarios where records in Sugar Market weren’t updating or getting removed as expected:
- if records are hard deleted from SugarCRM
- if records in Market no longer match the criteria of configured sync filters
How Does the Contacts Removal Process Work?
The process runs weekly (starting Friday night, US Eastern Time) and does two key things:
- If a previously synced Lead/Contact no longer exists in SugarCRM, it will be removed from Sugar Market.
- If a previously synced Lead/Contact no longer meets configured sync filter criteria, it will be removed from Sugar Market.
What Should You Do?
If you’ve run into issues with outdated or lingering records, this process might be the solution! If you’re interested in enabling it, just reach out to your CX Specialist or open a Sugar Support case, and we’ll help determine if this setting is right for you.
Tales from the Support Team
For the techies among you, I’ll share how we encountered some of these scenarios, in case they sound familiar.
1)The Data Archiver was used in SugarCRM, with the process type ‘hard delete.’
Many Sugar Market admins are already aware of the ‘Recycle Bin’ option in the sync settings. When any Lead/Contact is ‘soft deleted’ in SugarCRM, it is marked for deletion and will later be deleted using a pruning scheduled job. The soft-deleted records in CRM will consequently be deleted in Market as well based on the Recycle Bin setting. The hard delete option bypassed the Recycle Bin functionality.
For more details on Data Archiver options, check out this documentation: 
Archive vs. Hard Delete
2) A Scheduled Job was used to delete records directly in MySQL, bypassing the SugarCRM API and the soft-delete process. This is not best practice, but we’ve seen this more than once, and will also bypass the Recycle Bin functionality.
3) Sugar Market admins might also be aware that when CRM records stop meeting the criteria of sync filters, they stop syncing. Over time, this can result in some stale data in Sugar Market. We have also seen examples where data is updated in CRM via third party applications or Scheduled Jobs that act directly on the MySQL database. Unless the Date Modified is updated as well, these updates are not detected and synced. (The sync process compares the date/time of the last sync session with the Date Modified field on Leads/Contacts to determine whether records have been updated in CRM and need to be synced to Market.)
The Contacts Removal Process will address and accommodate these scenarios.
I hope you find this information helpful!