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Duplicate contacts

  • 1.  Duplicate contacts

    GOLD CONTRIBUTOR
    Posted 27 days ago
    It is our business needs that we have same individual contact records(with same email address) under different Accounts records.

    We use CRM to send emails and it is displaying all the contacts in the emails with the same email address to and from CRM.

    Screenshot below.

    Issue #1:
    This is a test email I sent to my self and it looks like I sent it to two people even when I entered the email address only once from outlook since there are two contact records within CRM with the same email id.


    Issue #:
    When I respond the name gets listed multiple times in the body of the email instead of email address once.

    Please let me know if any of you have experienced this and if there is a workaround or fix.



    ​​

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


  • 2.  RE: Duplicate contacts

    Posted 26 days ago
    Hi Geethika,

    Dynamics will associate the email with each email address it can find within the application therefore if there are multiple Contacts with the same email address it is going to link them all.
    Not sure if this is a possibility but instead of trying to work around multiple Contacts with the same email address you could change the way the Contact associates with an Account. You said the reason there are duplicate Contacts is because they can be under different Accounts. Maybe look into having just one Contact and associating that Contact with multiple Accounts using Connections.

    ------------------------------
    Scott Florance
    Business Applications Consultant
    KTL Solutions, Inc, Frederick MD
    ------------------------------

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


  • 3.  RE: Duplicate contacts

    GOLD CONTRIBUTOR
    Posted 26 days ago
    Unfortunately they need these contacts linked to multiple accounts due to other business processes in place. I did find some old posts online about this but there isn't a solution yet I could find.

    ------------------------------
    Regards,
    Geethika L
    ------------------------------

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


  • 4.  RE: Duplicate contacts

    Posted 26 days ago
    I think there is a way to turn off the auto-linking. If so, then perhaps you could just use the Regarding field to manually link emails to specific Contacts?

    ------------------------------
    Greg Enns
    ERP Coordinator
    Technical Prospects
    Appleton WI
    ------------------------------

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


  • 5.  RE: Duplicate contacts

    GOLD CONTRIBUTOR
    Posted 26 days ago
    Thank you, I'll look into this!

    ------------------------------
    Regards,
    Geethika L
    ------------------------------

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


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