How to link a post with an existing Contact. Avoid Duplicating.

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Posted on by Roxana

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Hello people!.

Please your kind help. I have contacts existing in Dynamics 365 (Service), and on the other hand, some of these contacts are in my Microsoft Social Engagement. The "automation rule" is creating more Contacts with their Social Profile, so there are duplicate contacts: The existing contacts before the Implementation MSE.

The duplicate contacts created by "automation rule" (create case).

How can I configure, to set the system use the existing contact, and not create a new contact with social profile.

Thanks in advanced.

-Roxana

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Roxana 689 on at

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RE: How to link a post with an existing Contact. Avoid Duplicating.

Hi Isil.

I applied the following strategy:

1-Import the "social Profiles" for all the existing contacts in my Dynamics 365.

2-When someone writes on Social Media, -> Posts go to Social Engagement -> As the social profile, is already in Dynamics 365, so the post is linked automatically with the existing contacts.

The scenario only creates a new contact, when the social profile is not in my Contacts in Dynamics 365, OR, when the existing contacts have no social profile. So, for the last one mentioned: We use a manual procedure of asking the real data (no nicknames) and merging when necessary.

Hope this will help you.
isilctn on at

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RE: How to link a post with an existing Contact. Avoid Duplicating.

Hi Roxane,

Exact same situation here. Did you get a solution for this? (other then merging the records after MSE creates the contacts)

Thanks!

Isil