Dynamics Community Forum Thread Details

Hey,

i hope someone can help me, since i'm just confused. I'm currently transitioning our forms from OBM to RTM and there's so much stuff that i do not get at all because of all the contradictory information out there...

I recreated our OBM in RTM. But first of all, i need to choose the audience. I chose Leads & Contacts since our forms are directed at both. However, the transition guideline of Microsoft says, you need to choose one and cannot choose both. This page however says you can choose both. Can someone please enlighten me here?

Next thing is, when I try to publish the form, i get lots of error messages (e.g. The field Last Name (contact -> lastname) is required to create a new record) telling me i need the fields for contact AND leads (example: if i'm asking for the last name in the form, i need to put in the lead last name field AND the contact last name field. This doesn't make any sense, someone who fills out the form won't type in his name two times...) What's the solution here?

Also, i get an error message saying: Field Email (contact -> emailaddress1) used in selected Matching rule is missing in the form however, there is no such field as emailaddress1 for contact, only emailadress.

I really hope someone can help or send me a clear how to recreate forms in RTM. Thank you.

Categories:

Dynamics 365 Customer Insights - Journeys

Hello Johanna1902,

You've hit upon a very common point of confusion when transitioning from Outbound Marketing (OBM) to Real-Time Marketing (RTM) forms. The documentation can be contradictory, and the error messages can be perplexing. Let's clarify the key points and provide a practical guide to help you.

1. Audience Selection (Leads & Contacts):

The Contradiction:
- You're right. Some Microsoft documentation suggests you should choose either Leads or Contacts, while others imply you can use both.

The Reality:
- You can indeed choose both Leads and Contacts as your audience in an RTM form.
- This allows the form to create or update records for either entity based on the information provided.
- The confusion likely arises from the underlying data model and how RTM handles matching and record creation.

How it Works:
- When you select both Leads and Contacts, RTM needs to determine which entity to create or update.
- It uses matching rules to identify existing records based on the form data.
- If no matching record is found, it creates a new record, and it has to create both lead and contact fields.

Recommendation:
- If your forms are intended to capture information that could be associated with either Leads or Contacts (which is very common), select both.

2. Required Fields and Duplicate Entries:

The Error Messages:
- The error messages you're getting ("The field Last Name (contact -> lastname) is required to create a new record") are due to the dual-audience selection.
- RTM needs to ensure that all required fields for both Leads and Contacts are populated, even if the user only enters the data once.

The Solution: Field Mapping and Logic:
- Field Mapping:
  - When you add form fields, you'll need to map them to the corresponding fields in both the Lead and Contact entities.
  - This tells RTM where to store the data.
- Logic:
  - You don't need to ask the user to enter the same information twice.
  - Instead, use the same form field and map it to both the Lead and Contact fields.
  - Example:
    - Add a form field labeled "Last Name".
    - Map this field to both "Lead -> Last Name" and "Contact -> Last Name".
  - RTM will then use the single user input to populate both fields.

Important:
- Ensure that your matching rules are configured correctly.
- This will prevent duplicate records from being created.

3. Email Address Field Discrepancy:

The Error:
- The error message "Field Email (contact -> emailaddress1) used in selected Matching rule is missing in the form" is a common issue.
- This is likely a discrepancy between the internal field name (emailaddress1) and the display name (emailaddress).

The Solution:
- Use the correct internal name:
  - When mapping the email address field or configuring matching rules, use the internal field name "emailaddress1" for the Contact entity.
  - Even though the display name is "emailaddress", the internal name is "emailaddress1".

Verify:
- Double-check the field mappings and matching rules to ensure that "emailaddress1" is used for the Contact email field.

Clear How-To Recreate Forms in RTM:

Create a New RTM Form:
- In Real-Time Marketing, navigate to "Customer Activation" -> "Forms".
- Click "New".

Choose Audience:
- Select "Leads & Contacts" as your audience.

Add Form Fields:
- Add the necessary fields to your form (e.g., First Name, Last Name, Email, Phone).

Field Mapping:
- For each field, map it to the corresponding fields in both the Lead and Contact entities.
- Use "emailaddress1" for the Contact email field.

Matching Rules:
- Configure your matching rules to prevent duplicate records.
- Use relevant fields (e.g., Email) to identify existing records.

Form Settings:
- Configure any other necessary form settings (e.g., submission behavior, notifications).

Publish:
- Publish your form.

Testing:
- Thoroughly test your form to ensure that it creates or updates records correctly.

Key Takeaways:

You can use both Leads and Contacts as your audience in RTM forms.
Map form fields to both Lead and Contact fields.
Use "emailaddress1" for the Contact email field.
Configure matching rules to prevent duplicates.
Always test your forms.

I hope this clarifies the process and helps you successfully transition your forms to RTM.

If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.

My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.

Regards,

Daivat Vartak

Community site session details

Transition OBM to RTM: Forms

Helpful resources

News and Announcements

Quick Links

Responsible AI policies

Abhilash Warrier – Community Spotlight

Congratulations to the September Top 10 Community Leaders!

Leaderboard > Customer experience | Sales, Customer Insights, CRM

Featured topics

Product updates