Regarding the issue with attendees in Invitation Pending status not updating, our technology team and developers were able to find the root cause. These invitees used to have a contact in the Cvent address book before, but at some point, their contact record was deleted in the Cvent address book. However, the Salesforce contacts and leads still exist with the old contact stub. When the new contact was created in Cvent by being invited to the event, the app couldn't sync the status properly because the attendee records in Salesforce still have the old contact stubs.
Per our developer, this is a known limitation when planners delete contact records in the Cvent address book. In the most recent release, package version 6.1, there is a new "Cvent contact delete" field to indicate if a Cvent contact has been removed from the address book: https://developers.cvent.com/cvent-salesforce-app-6-1-release/. Our team also provided a list of all email address from all contacts that have been deleted from your account that I can provide if you'd like.
There are two options moving forward:
The other "Cvent event was not found during record matching" attendees were also part of that group of deleted contacts, just like the "Invitation Pending" attendees. Therefore, you can follow the same process that we talked about on Tuesday for updating their contact stubs and re-syncing the data.Onto the next,next issue and after this paragraph from her - the conversation never came to a conclusion:
For the other three, it looks like they weren't created because of duplicate rules for your Salesforce instance. I checked the Attendee Temp Records for XXXX, and it looks like he got the message "Use one of these records?". For XXXX it looks like their attendee temp records each have a message of "You're creating a duplicate record. We recommend you use an existing record instead." Do they have more than one contact or lead?
I can say - as the person in charge of investigating these issues that we don't have duplicate contacts or leads as I merge them as I find them. What Cvent is severely lacking is a way to RESOLVE duplicates manually within the Attendee Temp Record Object. If I know there are duplicates based on our matching field (email), I know which Contact Stub I want to keep from Cvent and have matched it to it's Contact/Lead record, there should be no reason not to Merge them in order to push through the Attendee record. This is especially true if they were Attendees at more than one event and you want to keep both pieces of information. Alas, this simple logic goes unheard no matter who I'm talking to.
Just commenting because we have been having synching issues as well. Following this thread now.
Just a comment here on a possible solution to the conflicting stub value for deleted records.
I think a triggered flow based on the "Cvent Contact Deleted" field might allow you to get around that synching issue.
Whenever that field is updated to "True" on a Contact, set the stub field to "null". (And create the same flow for the Lead.)
Not sure if you'd also have to set the "Cvent Contact Deleted" field itself to "False" or whether that would just occur when the record synchs, but you could test and figure out whether that's necessary.
Edit: Probably makes sense to set "Cvent Contact Deleted" to "False" in order to avoid the process being triggered again. (Or, at least exclude any records when the stub field is already null.)