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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Landing Page Submissio...
Customer experience | Sales, Customer Insights,...
Answered

Landing Page Submission creating duplicate contact

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Posted on by Community Member Microsoft Employee

I have an existing Contact in the system with email address: sample@sample.com.  

I submit a landing page using the same email address (sample@sample.com) and instead of updating the existing contact record mentioned above, it is creating a brand new contact.

I am using the default matching strategy for contacts (emailaddress1).

The owner of the original contact is "USER A"

The owner of the new contact is "USER B" (this is the owner of the Marketing Form).

Why is Dynamics Marketing creating a new contact record when one already exists?

If I submit the marketing form again, this time it is updating the contact record that is owned by "USER B", because it is the same owner as the Marketing Form.

This is crazy? How do I stop this?

  • Nya Profile Picture
    Nya 29,058 on at
    RE: Landing Page Submission creating duplicate contact

    Hi,

    I'd like to confirm if there is any further doubt which needs to be followed up.

    Or please verify the answer in order to close this thread.

  • Verified answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Landing Page Submission creating duplicate contact

    I'm very familiar with security roles and privileges, thanks.

    My issue was resolved by switching off Business Unit Scoping.

  • Verified answer
    Nya Profile Picture
    Nya 29,058 on at
    RE: Landing Page Submission creating duplicate contact

    Hi,

    Since users belonging to different business units have different access rights to the records of other units, it might not match that other units have already created the contact when creating it.

    Please refer to the following documentation to know more about it.

    Security roles and privileges - Power Platform | Microsoft Docs

    If the issue has been solved, it would be appreciated if you could click "Yes" to verify my answer.

    pastedimage1631238042635v1.png

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Landing Page Submission creating duplicate contact

    I had Business Unit Scoping switched on.  That is what was causing my issue.

    Thank you Nya for setting me in the right direction.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Landing Page Submission creating duplicate contact

    Hi Nya,

    The owner of the Marketing Form and the owner of the Contact do not belong to the same business unit.

    I changed it so they did and it is working.

    However, I don't understand why.  There will be many situations down the track where the owner of the existing contact record is in a different business unit to the owner of the Marketing Form.

    Can you shed some light on the logic?

    Thanks!  

  • Nya Profile Picture
    Nya 29,058 on at
    RE: Landing Page Submission creating duplicate contact

    Hi,

    Do the two users belong to the same business unit?

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