New Lead for a new customer not giving option to create a new account / contact when i qualify

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Posted on by npskilltec

When i create a new Lead (brand new customer) and then try to Qualify the Lead i get a Business Process error saying the following .

My understanding is that i should be given a prompt to create an account or associate an account. If the contact and account dont already exist the system should create them automatically. Dynamics was customised very slightly by a previous employer who just removed a few fields from some of the forms. She has left no record of what was left so i cant check and see if something she removed as broken this automation. Would be grateful for any insights / ideas / suggestions on how to fix this as there is a lot of duplication of work atm

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Dynamics 365 Sales

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Tom_Gioielli 3,086 Super User 2026 Season 1 on at

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There are a few more options these days on the Lead Qualification Process. Take a look at the following look for some information on how you can check your settings and customize the qualification process.

Customize lead qualification experience in Dynamics 365 Sales | Microsoft Learn

Generally speaking, there are a few fields that Sales typically uses to try to match up records.

Account Fields:

Account Name

Website

Contact Fields:

Full Name

Email Address

Phone Number

The lead table does contain lookup fields to both the Account and Contact forms. Some organizations turn off the automatic record creation and instead force their users to manually establish links with existing records or create new ones to guard against duplicate records.

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npskilltec 49 on at

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I have checked these options and all are turned on.

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Ali Hamza 170 on at

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Hi

This issue appears to be related to security access and privileges. It is possible that the lead owner has changed, and the new owner lacks the necessary roles. I recommend reproducing the issue using a System Administrator account to verify access permissions.

Additionally, ensure that the owner of the Account and Contact is being set correctly.

You should also check for any custom workflows or plugins registered on Lead Qualification or Lead Update. Typically, if a lead is qualified and the resulting Account owner differs from the user qualifying the lead, the system may encounter permission-related issues. In this scenario, although the Account and Contact are newly created during lead qualification, the CRM might fail to update the process due to insufficient privileges.

Regards

Ali

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npskilltec 49 on at

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@Ali Hamza I have admin privileges so that shouldnt be the problems. Also all of our other BDE's have the same issue. I have notices that the Lead to Opportunity process has been modified though with some steps removed so wondering if this could be the issue. I've just downloaded a free trial of dynamics to see if i can replicate what was there ootb.

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npskilltec 49 on at

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I Found the problem.. The person who customised Dynamics moved the location of where to add a new account on to one of the stages which is different to OOTB. Thanks everyone who took the time to help. Seems i have a long ways to go learning the back end of Dynamics

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