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Multiple contacts with the same email

  • 1.  Multiple contacts with the same email

    GOLD CONTRIBUTOR
    Posted 25 days ago
    We have a unique business model where we have many contacts that have the same email (ex: Purchasing@xyzcompany.com associated to 20+ Contacts).  Those same Contacts also have a 2nd email address they use with us.

    Our process:

    We receive an email from (purchasing@xyzcompany.com) and we create a Case.  The system determines which Contact to create the case for.  We then want to have the email get attached to the timeline to each of the Contacts with that same email.  We also send a Case Acknowledgement to that email, which we also want to appear in the Timeline for each of the Contacts with that same email.

    Our problem arises right now where John Doe (purchasing@xyz.com) calls and we can't find any info on his timeline, because we don't know which contact the Case was set up under.  If he has the Case # from the Case Acknowledgement we can find it, but that seems to be rare.

    Does anyone else have an issue like this that wants to talk through how you solved it?  ​

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    Tina Silver
    Sr BSA, CSM®
    SR Smith, LLC
    Canby OR
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    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 2.  RE: Multiple contacts with the same email

    GOLD CONTRIBUTOR
    Posted 25 days ago
    Hi Tina,​


    you could solve it by inserting a email subgrid on the form and apply fetchXML to it with Javascript..

    depending on your version there are different scripts that actually work, but still its unsupported.!

    then you would other contacts emails with the same emailaddress.

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    Lars Petersen
    CRM Manager - Jyske Finans
    Jyske Bank Group
    Silkeborg
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    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 3.  RE: Multiple contacts with the same email

    Posted 22 days ago

    Hi Tina,

    We have seen this issue at a few of our customers; so we came up with a way of mastering and linking matching records.  Then, as Lars has suggested it then becomes possible to create a subgrid or view which links and shows your matching records together.

    Once you know the links, you can then potentially create processes which route your cases more effectively, by attaching them to the Master, which will have all other child matching records linked to their Master.

    As we have a proven Perfect & Merge solution and methodology to assist with your specific issue, feel free to make contact if you feel we can help?



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    Martin Doyle
    DQ Global
    United Kingdom
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    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


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