We have configured triggered send feature in sales cloud to send mails to clients. I want to track the data (mail opened, clicked, etc) from Marketing Cloud back to sales cloud. I know the Individual Email Result object in sales cloud is used for capturing data from Marketing Cloud. But the issue is, we are not getting any tracking data getting created in sales cloud (i.e.) No Individual Email Result record getting created after trigger send execution. Please provide me inputs to resolve the issue.
Here are a few root causes which has resolved this behaviour for us:
- The Salesforce System User (formely 'Tracking User') needs to be setup in Sales Cloud as an API User.
- If you are using a Person Account in Sales Cloud, you will need to use the PersonContactId field as the Subscriber Key in Marketing Cloud.
- When sending to Contacts, you need to use 'Contact ID' as the Subscriber Key.