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Service | Customer Service, Contact Center, Fie...
Answered

Identify which business unit updated contact's address

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Posted on by 187

Hi all,

Can I refer to which business unit updated a contact's address in CRM without looking at audit history. Is there alternative way to achieve a solution to this requirement? Any guidance/steps would be helpful.

I have the same question (0)
  • Suggested answer
    Leah Ju Profile Picture
    Microsoft Employee on at

    Hi Sol007,

    Unfortunately, There is no other OOB method.

    Auditing in Dynamics 365 is a powerful feature that allows tracking of changes made on CRM data.  Why don't you want to use it?

    If you insist on it, maybe you can customize one workflow to track data change:

    1.Create one workflow in Contact entity:

    2.Select fields(Address) change as trigger:

    pastedimage1669099195631v1.png

    3.Add steps, I have suggestions in two directions, depending on your needs.

    (1)Create a custom entity to record who has changed the address

    (2)Send email to one specific user, and record who has changed the address in the email context

    pastedimage1669099307039v2.png

  • Sol007 Profile Picture
    187 on at

    Hi Leah

    Without creating a custom entity to record who has changed the address, since a contact can have multiple addresses on CRM is there a way to log that an address is a primary address  on a contact record so if it changes it updates the address table and the main address on a contact?

    Thanks

  • Verified answer
    Leah Ju Profile Picture
    Microsoft Employee on at

    Hi Sol007,

    Address entity has unique identifier field as Address Number for each of the parent contact record.

    Whenever a contact is created in CRM, by default 3 address records are created in Address entity for the respective contact record. Address Number of the primary address is always set as 1.

    By default, Address1 of contact will be primary address:

    pastedimage1669270963125v1.png

    pastedimage1669271297607v2.png

    More information about Address:

    https://kerv.com/blog/kerv-digital/the-problems-with-addresses-in-microsoft-dynamics-365/ 

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