Customer Contacts maintenance

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Posted on by OU812

Hello,

In the customer contacts section of Dynamics 365 CRM, I want to understand the difference between the "Deactivate" button for a contact and the "Former Employee" check box. I'm only guessing here but I can imagine using the deactivate button when the contact is still with the customer but no longer a contact? And the "Former Employee" check box would be used if that contact is no longer with the customer?

Thank you for any information you can provide.

Amp

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Verified answer

Eiken on at

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RE: Customer Contacts maintenance

Hi,

Deactivate let the person temporarily lose the contact status and Former Employee is a connection role.

Deactivate the contact can still ensures the integrity of the audit trail associated with that record.

When a deactivated contact becomes inactive, it can still be used to establish new relationships with other records. All relationships created with the deactivated item are still available.

Deactivate accounts or contacts in Dynamics 365 Customer Engagement (on-premises) | Microsoft Learn

Former Employee is a Connection Role, you can assign this role to a contact as an identity.

This link is about how to create a new connection.

Create connections between records in Dynamics 365 Customer Engagement (on-premises) | Microsoft Learn

Dynamics 365 Best Practices for When Contacts Change Companies (ledgeviewpartners.com)
Verified answer

Naveen Ganeshe 3,393 User Group Leader on at

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RE: Customer Contacts maintenance

Hi OU812,

You are correct. We deactivate the contact for temporary managing the contact who is not actively working on behalf of the customer.

on the other hand for former employee means a contact is no longer with the customer and is no longer a valid point of contact.