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Hi,
Hoping you can help on this.
We use a Live Chat client (ProProfs) which generates Cases and Contacts within Dynamics 365.
A large number of our Contacts would have 2 email address, Email Address 1 & Email Address 2.
However, if one of our existing Contacts uses the Live Chat system using their Email address 2 a new Contact is created each time, because only the email address 1 field is looked for when matching the Contact.
This had lead a huge amount of new and redundant contacts being created.
I have spoken with ProProfs and they say that its an issue within Dynamics.
My problem is that our developers tell me that its an issue with ProProfs.
Is there anything that can be done within Dynamics to resolve this? Is it possible to create a Duplicate detection rule to check 1 field against an another, or would I need to go down a different route?
Thanks as always
Ted
Unfortunately the OOB duplicate detection rules won't work, as they cannot check different fields
You could go a bit further with the plugin logic. One approach that you could take is to have a plugin fire on the synchronous Post Operation stage of the create of a contact that:
Many thanks for your reply Miguel. I'm not a developer, but have spoken with one of our team and he didnt think that your suggestion would work for us as it would likely cause issues for the case creation. He suspect it might mean that the cases don’t get created at all when that happens (an error would be thrown because the “Creator” field references a lookup to a contact that cannot be found)
Thanks again
Ted
Hi,
you can always create a plugin that triggers on the pre create of the contact that will check if a contact with "email 1" or "email 2" already exists. If yes, stops, otherwise continues.
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