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Hi there
I work in Marketing and we use Dynamics 365 for Sales and Marketing.
I have created a customer journey to generate leads for Sales. We have had an issue that leads are coming in, but if they were a lead a year or so ago, then they are not being created as a lead. Why can't a lead from the same person come in twice when they are a legitimate lead. Currently what has happened is the lead information has just been added to the contact, and so then the Sales person can't move the lead through the opportunity cycle.
Thanks
Georgie
It sounds like you have duplicate detection rules enabled to prevent duplicate leads. In a duplicate detection rule you can specify if it should check on inactive records. There are 2 main approaches you can take:
1. You could reactivate the initial lead
2. You can leave the original lead inactive (disqualified), and create a new lead. It sounds like this is what you want to do; if so set any duplicate detection rules on the lead to not check against inactive records
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