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Hi,
when creating a new contact via the Case entity and a duplicate is detected if the user selects to accept the duplicate record the quick create form closes and the user can't get back to the case.
Is there a way of changing this behaviour so the quick create form just closes and the user remains on the case (as this is the normal behaviour if there was no duplciate detected)?
Debra
Hi Debra,
In Customer service Hub ,when duplicate record is detected and user Ignore and save then system will take user on the home page of the primary entity.
Even if you remove quick create form then in that scenario new form will open but will close the main entity. I tried creating a new opportunity from Account and it went to new page but closed Account form .
In case of going back to main entity form, I would suggest to use 'Recently Used' tab where you can see the list of recently opened records as below. May be MS could come up with new changes in coming version.
Hi Deb3107,
If we turn off the duplicate detection rules, this will cause the Duplicate Records Detected view to no longer pop up.
In other words, this problem will not occur.
Does this meet your needs?
Please refer to this article for the steps to turn off duplicate detection rules: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/admin/turn-duplicate-detection-rules-off-whole-organization
Hope this helps.
Best Regards,
Lu Hao
Hi Lu,
this is not possible as it's actually the Customer field which is manadatory. If I make it optional we will get data quality issues.
As we are not anticipating duplciates in the early days I will investiage further and see if there is maybe a compromise.
Debra
Hi Deb3107,
If you have not saved the Case first, but created the Contact directly, then it will move away from case from.
So if you save the current case first and then quickly create a contact, this problem will not occur.
Hope this helps.
Best Regards,
Lu Hao
Hi Lu,
they would normally create it via the + New on the look up on the customer field. I've jsut tried it the way you suggested and I still experienced the same issue. The form closes and I am taken back to the list of cases.
Debra
Hi Deb3107,
I have tested it in my environment and this issue has not occurred.
I created it quickly by using the "+" button in the upper right corner. When the Duplicate Records Detected view appears and I click the Ignore & Save button, it will remain in the Case creation form and will not exit the current Case interface.
So how did you open the quick creation form?
Please try creating it quickly in your environment using the "+" in the top right corner to see if this issue still exists.
Hope this helps.
Best Regards,
Lu Hao
Hi,
I am using the Customer Service Hub and the quick create opens to the right of the screen.
This is the pop up when duplicate detected
Then if you click Ignore & Save this happens
So they would then have to go to create a new case again and then search for the contact. Is this a bug?
Debra
Hi Debra,
Quick create form opens up on the top of the main form as per of main entity screen and it does not open in new or separate window.
I tried creating a Contact from case entity through quick create form and able to create a new contact and not moving away from case from even after getting duplicate detection alert.
Hope your screen looks similar to below screen
Still if you find issue, please share a screen shot.
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