Dynamics Community Forum Thread Details

D365 Sales + CI Journeys Forms: track inbound interest without duplicate leads

Hi everyone,

We’re implementing inbound lead capture using Microsoft Customer Insights – Journeys Forms integrated with Dynamics 365 Sales (Dataverse).
I’m coming from Salesforce/Zoho and want to align with the “clean” Dynamics best practice.

Context:

B2B company
moderate inbound volume (about 150–200 inbound leads)
the same person can show multiple interests over time (multiple form submissions, downloads, page visits, etc.)

Question:
What’s the recommended pattern to handle “one unique person with multiple inbound interests” without creating duplicates in the CRM?

Is it best practice to keep one unique Contact and track multiple interests through interactions/events (form submission, website visits/clicks), and only create/update a single Lead when the prospect becomes “sales-ready” (score/intent)?
Or is it common to create multiple Leads for the same Contact (e.g., one per product/topic interest)?

Additionally: if the recommended approach is “max 1 open Lead per person per scope (BU/geo/brand)”, how do you implement this in a standard way?

Is there a native way in Journeys to “create or update lead” with a check for an existing open lead?
Or is this typically handled via Power Automate / plugin / custom logic to dedupe and update the existing Lead?

Any best practices, configuration examples, or Microsoft documentation links are highly appreciated.

Thanks!

Categories:

Dynamics 365 general

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