"We could not sync this record. Reason: Salesforce cannot update the record. This is typically the result of merged records in Salesforce" Error

Symptom

When syncing a record or task to the CRM, you receive an error message: "We could not sync this record. Reason: Salesforce cannot update the record. This is typically the result of merged records in Salesforce"

Applies To

• Outreach Admins

• CRM 

• User Mapping

Resolution

Ensure that the Merge & Delete settings are enabled and a Scheduled Cleanup date has been set to clean up records historically as outlined here: 

How To Enable Inbound Merge and Delete Options for Salesforce Records

Salesforce Record Merge & Delete FAQs

To further troubleshoot this error, you need to confirm if the affected prospect is a Lead or a Contact in Salesforce and update the mapping in Outreach. You can remove the mapping and add the new mapping from the Salesforce section of the record in Outreach:

Once the mapping is removed, you will see the information clear:

You can hover over this section and select the Salesforce Cloud and "Find corresponding object without changing data" and Sync.

Outreach will then map to the most recently created or updated Lead or Contact in Salesforce. 

Cause

This usually happens when records are merged in Salesforce and are not updated accordingly in Outreach.

Additional Information

Salesforce Record Merge & Delete FAQs
How To Enable Inbound Merge and Delete Options for Salesforce Records