Deferment occurs when an account using Marketing Cloud Connect for Marketing Cloud Engagement is unable to authenticate or contact Sales or Service Cloud when attempting to share tracking data or synchronizing data from Sales or Service Cloud.
When a customer initiates a send, the send is subscribed for tracking. In all Marketing Cloud Connect accounts, an email notification is sent to the designated internal recipient when Marketing Cloud Connect tracking encounters an issue that must be resolved.
When a customer synchronizes data from Sales or Service Cloud and a deferment occurs, the synchronization pauses for six hours. A message appears on the Sync Activity page.
The process repeats every six hours until resolution occurs.
Deferred accounts are sent an email outlining the reason, which can include the following:
- Invalid Credentials
The connection between Engagement and Sales or Service Cloud couldn’t be completed due to invalid or expired credentials. Check and update the Salesforce System (Tracking) User credentials.
- Storage Limit Exceeded
If your account is out of space, tracking can’t create records. To resolve this issue, delete data within your account or contact Salesforce to request more storage space. Manage tracking data easily using the Marketing Cloud Connect Tracking Data Management tool.
- Request Limit Exceeded
If your account exceeds the Concurrent API limit, API calls to your org are suspended. Accounts are allotted a specific number of API calls, measured during any 24-hour period.
Consult the System Overview or “API Calls Made Within Last 7 Days” report to help investigate the reason for deferment.