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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Generic email address ...
Microsoft Dynamics CRM (Archived)

Generic email address and on more than 1 contact

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Posted on by jsteelecrm 365

We often have contacts with an email address such as enquiry@organisationname.co.uk

This means we have multiple contacts with the same email address and I just think that it will cause a whole host of issues in CRM. All data dupe rules will need to be amended, any online integrations with the website such as event booking will need to be amended. Email tracking and subscription management will be confused. 

I think it is easier for us as an organisation to make a simple rule of principle that an email address is unique and therefore cannot be shared. Generic email addresses should be put against a dummy record associated with the organisation. Most of our work is B2B so don't have any husbands and wives who share a yahoo account. 

How do others handle this? Do you rebuild processes to permit this? How do you store generic emails in CRM that may end up on multiple contact records?

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  • Suggested answer
    Karsten Wirl Profile Picture
    Karsten Wirl 4,477 on at

    Hello.

    Each of our contacts has an unique eMail address. We don't accept the same eMail on different accounts or contacts. On account we use the general eMail address like info@xxx.xx. On the contact we use the direct eMail address.

    Kind regards

    Karsten

  • Suggested answer
    razdynamics Profile Picture
    razdynamics 17,308 User Group Leader on at

    Hi j, You can consider the following options;

    1) Use a parent Account to store the Shared Email for the Child Contacts

    2) Use Another Email Field such as Shared Email for email addresses that are shared among spouses so it does not effect your duplication rules, if a contact is flagged as a duplicate on entry you can update the Shared Email Field instead

    3) Use the Connection feature to connect the Contact to the other Contact they are sharing the email with to prevent duplicate Emails and correspondences being sent out and so only one contact will receive the correspondence

    With Special rules for communications you will need to take advantage of the Advanced find when building your marketing lists to segment your communication, But CRM will only send communication to those records that have the primary email address provided and have not opted out of email communication

    Best Wishes, Raz

  • jsteelecrm Profile Picture
    jsteelecrm 365 on at

    Thanks for this Raz. It sounds like I should use option 2 and 3 together. If I create a new field in contact records called "shared email" and give it a data type of email, will CRM not automatically do a duplicate check or is it within my power to control that?

    I guess then when we are creating our marketing lists, it needs to pick up the email address from the usual field but if blank, use the shared email address field?

  • Suggested answer
    razdynamics Profile Picture
    razdynamics 17,308 User Group Leader on at

    Hi J, You can Customise your Duplicate Detection rules for any fields you like, so yes you can include your custom field. Yes Correct CRM Using the Primary Email for sending Correspondences so maybe add a Business Rule to update the Primary Email Address based on the emails available.

    Another Approach is use Parenting of Records, such as Parent Account or Parent Contact to store the email shared email and use a Calculated Field to display it on the Other Child Records.

    Best Wishes, Raz

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