Data discrepancy between Salesforce campaign filters and Ortto

Overview

It’s not uncommon to notice differences between the data you see in Salesforce campaigns and what is returned in Ortto when filtering based on that campaign data.

These differences are often due to how filters are configured in Ortto and how campaign-related data is sent and updated from Salesforce. This article outlines the most common filtering issues and how to resolve them.

Common issues we identify

In many cases, we see filters using the Campaign name field, such as:

Campaign name is "Example campaign".

Example filter on the direct campaign name field.

While this may seem appropriate, it’s important to understand that this filter refers to the current value of the Campaign name field, typically the latest campaign associated with the contact, based on what was most recently synced from Salesforce.

Because Salesforce contacts can be members of multiple campaigns, the most recently added campaign may overwrite the previous value in Ortto. This can cause filters to appear inaccurate or incomplete if the campaign you’re trying to match is no longer the most recent one linked to the contact.

Steps to improve filter accuracy

To improve your filter and account for campaign membership history, we recommend updating your filter to something like:

Campaign name is “Example Campaign” OR Campaign Member added has occurred where Campaign is “Example Campaign”

Example filter on the direct campaign name field with the OR operator and the campaign member added activity.

This setup helps capture both:

Contacts whose most recent campaign is the one you're targeting.
Contacts who were previously added to the campaign but may have since joined others.

NOTE: When using Campaign Member added has occurred, it may return contacts added to the campaign historically, depending on your data retention settings for that activity (the default retention period is 90 days). Learn more about configuring data retention here.

Additional troubleshooting tips

Here are a few other things to keep in mind if data still isn’t matching as expected:

Salesforce data syncs every ~15 minutes. If a campaign member was added recently, the related activity might not be available in Ortto yet.
Activity-based filters depend on retention settings. If a contact was added to a campaign outside of your activity retention period (e.g. the last 90 days), they won’t appear in filters using “Campaign Member added”.