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CRM Contacts Creating Duplicate Records in iPhone Contacts

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Posted on by ATL_CRM

An issue was recently raised by one of my colleagues where he is seeing duplicate Contact records from D365 CE in his iPhone Contacts list. We are using the D365 App for Outlook to track emails and Contacts. Just wanted to inquire in regards to what may be causing this and a resolution.

In reviewing the Mailbox setup, we currently have:

Incoming Email: Server Side Sync
Outgoing Email: Server Side Sync
Appointments, Contacts and Tasks: Microsoft Dynamics 365 for Outlook

Trying to determine whether this is an issue with the Synchronization Settings, the Contacts being tracked through D365 App for Outlook or if its just a one off bug where a support ticket is needed.

Any assistance would be appreciated!

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LuHao 40,892 on at

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Hi partner,

We should choose the synchronization method of Appointments, Contacts and Tasks as Server Side Sync.

After change it, we need to test the mailbox.

In addition, please check the user's personal settings. Under Synchronization tab, click filters, check the Contact filter.

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ATL_CRM 35 on at

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Thanks for the feedback. Will try this to validate. Another item that I noticed was that under Personal Options>Email that the tickbox was checked to create Contacts from the Sender or organizer of tracked email messages and meetings. Could this also be a cause for the duplicate Contact records being shown in the users iPhone contacts list? Screenshot attached.

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LuHao 40,892 on at

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Hi partner,

This option is used to create contacts, but it will not create duplicate contacts.

In addition, if two e-mails have the same sender name but different mailboxes, they will be judged as different contacts.

So please check if the duplicate contacts have different email addresses but the same name, or if the duplicate contacts in the iphone have different values in some fields.

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ATL_CRM 35 on at

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Thank you for the feedback - Can you help me understand the difference between the Appointments, Contacts and Tasks set as Server-Side Synchonization as opposed to using the Microsoft Dynamics 365 for Outlook method?

I see that our organization mailboxes are setup to use the D365 for Outlook method on Appointments, Contacts and Tasks and that also there are no options checked for the Contact filter. I want to make sure that the setup is correct and that its not a training issue.

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ATL_CRM 35 on at

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Just a little more on this issue as I've had follow-up conversations with my colleague. Upon reviewing, the User goes into Outlook, opens an email. From there, open the D365 App for Outlook and Set Regarding to the Contact. If the Contact doesn't exist in CE - he will create a new Contact and the email will be tracked. After creating that new Contact via Quick Create, the Contact is being created in his Outlook - what I've seen is that the user already has the Contact in his Outlook - CE is creating another record, so that's where the duplication is coming from - and there is no duplicate detection checking from a User's Outlook and CE, correct?

My question now is in regards to training on this. Is the process to first, Track the Outlook Contact so that record is tracked into CE and then for email messages Set Regarding to that Contact record - and this will eliminate the creation of new Outlook Contacts coming from CE?

The User would like for the Outlook contact to be the main source of truth, so with that said I believe that i'd have to update the Sync Filters to be one way from Outlook to D365 and not bi-directional bc we don't want CE updating the Outlook contacts.

Any feedback would be appreciated!

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LuHao 40,892 on at

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Hi partner,

Your idea is correct. If the contact resource comes from Outlook instead of D365, and you do not need to update Outlook contacts from D365, then you can adjust the Sync Filters, or change the direction of Sync Fields to one-way.

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