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Multiple contacts with the same email address

  • 1.  Multiple contacts with the same email address

    TOP CONTRIBUTOR
    Posted 30 days ago
    I have a scenario in our CRM environment where one contact works for two companies, and the users want to see the relationship with both. This would be easy if they had a different email address for each one, but in this case they don't. The suggestion was to create a contact under each account, and accept the duplication.

    The problem we've encountered is that when you track an email from this contact, it arbitrarily resolves it to one of the contacts, which may be incorrect. Does anyone have any ideas on how we could better handle this scenario please?

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    Tom Pickles
    Business Systems Developer
    Visit Scotland
    Edinburgh
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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 address

    TOP CONTRIBUTOR
    Posted 29 days ago
    Hi @Tom Pickles
    regarding the email address and resolving emails to contacts does not have any workaround. I have been there as well. The only quick ideas that I had are to connect the 2 contacts. I have not used it in this context but could be worth a try. Or if it is only about to see all emails to that email address on both contacts, create an email view and place it as subgrid on the contact. But your options are limited unless going into some complex coding what I am not good at.
    ​​

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    Axel Girgensohn
    Dynamics CRM Specialist
    Aller Media AB
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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 address

    GOLD CONTRIBUTOR
    Posted 29 days ago
    @Tom Pickles,

    I suppose you could create a N:N relationship between Contacts/Accounts. N:N relationships have complexities of their own, but you might give this a shot. ​

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    Chad Althaus
    IT Digital Transformation Analyst, Low Code Apps & Business Automation
    Bray International, Inc.
    Cypress TX
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    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 4.  RE: Multiple contacts with the same email address

    TOP CONTRIBUTOR
    Posted 27 days ago
    Edited by Ben Edgren 27 days ago
    Have you suggested or thought about adding a second account lookup attribute to the contact entity?  Call it something like 'Secondary Company'.  If they need the tracked emails to be per account, then track the emails to the account instead of the contact.  Not sure what other complications this could lead to though; maybe someone with experience trying it can call me out on any issues.

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    Ben Edgren
    Solutions Architect - Business Intelligence
    Hufcor, Inc
    Janesville WI
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    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 5.  RE: Multiple contacts with the same email address

    TOP CONTRIBUTOR
    Posted 27 days ago
    Thanks for the suggestions, seems like there's no perfect solution, but I'll look in to the ideas suggested.

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    Tom Pickles
    Business Systems Developer
    Visit Scotland
    Edinburgh
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 6.  RE: Multiple contacts with the same email address

    SILVER CONTRIBUTOR
    Posted 24 days ago
    Tom, what role is the contact playing for both companies?   Do you need to relate the contact to the account in the traditional sense?  A contact can exist without a relationship to an account.  You could then use the Connections capability to relate the contact to both accounts.

    There may be many reasons why you don't want to use Connections, or other functionality that has been built with the assumption of the traditional account-to-contact relationship, but I wanted to mention Connections in case you hadn't considered it.

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    Jim Lorrig
    Senior Business Solutions Consultant
    Heartland Business Systems
    Little Chute
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


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