I am trynna use Data Import Wizard just to check the import mapping of my fields with the BPMOnline fields for the contacts table but all I get is this as in the image below. Not sure why teh fields are not showing up.
Any suggestions?
Or if I ma doing the process wrong, please let me know.
We implemented a Landing page to create Case (Web-to-Case) in which we have Email, Name and Phone Number of the Contact.
When the Contact doesn´t exist in the environment it is properly being created (which is right). However, if the Contact already exist, the newly created Case is assigned to the existed contact (which is right) but the phone number is not getting updated even if it is originally null.
You can create your custom Process started when Contact is assigned to Case. In this process you can compare received Communication options with existing ones and add them if necessary
The logic for creating cases from landing pages is covering setting of mobile phone when initially creating a contact for case. The logic is as follows:
If contact fields matches the [Name], [Email] and [Phone] fields from the filled form, they will be added to the created case.
If contact fields matches only the [Name] and [Email] fields from the filled form, they will be added to the created case.
If contact fields matches only the [Email] field from the filled form, it will be added to the created case.
Otherwise, a new contact is created and the [Name], [Email] and [Phone] fields will be filled in. The created contact is added to the registered case.
In case you indicate the existing contact, the mobile phone value will be ignored and won't update the existing contact with the values from landing.
Concerning to the following sentence: "In case you indicate the existing contact, the mobile phone value will be ignored and won't update the existing contact with the values from landing."
We are looking for a way to change this behavior and actually update the existing contact (on steps #2 and #3 of the logic you described). Is this something we can do?
If not, is there a way to remove the Phone from the Web-To-Case landing page without causing this to break the form submition?
There are two ways of achieving your task. The first one requires much of advanced development. You can override the
WebFormCasePreProcessHandler source code so it will be processing the web-to-case logic in the way you need it.
The second one is to create a field, e.g, mobile phone in the Case object. In the config on the landing page you map the mobile phone input to both mobile phone in Contact object and Case. Create a business process, which would be triggered when contact is linked to the new case. Check whether contact has a mobile phone, and set the phone if it exists in the custom phone column of Case object.
Therefore, when case with existing contact and firstly indicated phone will come from landing, the existing contact will be linked to the case, just inserted phone will be added to case phone column and business process will set it to the contact.
This is probably not the most elegant way, but the one I can think of.
During lead qualification, the lead contact information is automatically used to create or update a contact. This is a nice feature as new information is provided via multiple contact inquiries or leads. A different phone number or perhaps a better spelling of the contact’s name is useful to update the contact record. However, as lead inquires go, some information is not always desirable or suspect. Having the lead contact info values overwrite the contact’s info automatically may be not be desired. A user will want the lead to be linked the contact, but only select or no data may be desired to update the contact. The preservation of contact data integrity is my concern. I can foresee contact information getting overwritten unknowingly when just linking leads to contacts without some tools or transparency.
On a lead by lead instance (don’t want to turn off the entire process), how can the user control 1) whether or not the contact is updated during qualification 2) whether certain fields are updated…such as manual merge tool?
I have reviewed the Lead Qualification 7.8.0 process job and found the ProcessContact() script reference. Is there any documentation on what this exactly does, what fields are updated, and its rules for updating the contact?
I also see the system setting CreateAccountOnQualification, but again, I don’t want to turn off the entire process, just manage the merging better or optimally per lead.
I am also curious as why the lead’s address is always created as a contact's secondary address? This is inconsistent with the Contact import process (which have another thread discussion). Any options here to target the primary and make decisions if it should update an existing contact’s address or add as a secondary address?
According to the system logic, you can add the existing contact/account or create a new one using the contact/account profile. (see the screenshot below)
If you do not choose here any record and Contact name or Account name fields are filled in, then during the Qualification process a new contact or account will be added automatically.
The system will look for the duplicated contacts or accounts according to the rules that are set up under the System designer – Setup duplicates rules:
Then if the similar contact exists, you will see it in the Contact profile and you need to choose it manually.
The sytem doesn't look for contacts/accounts duplicates and doesn't connect them to the leads automatically during the lead management process.
You can connect the existing contact or account to the lead manually using the [Select from similar] option or a new contact/account will be automatically created during the qualification process if you fill in Contact and Account name fields.
Regarding the CreateAccountOnQualification, it is a system setting that allows to configure the creation of account during Qualification. By default a new account will be created if the box is checked.
There is no detailied documentation of what every process element is responsible for. You can understand the basic logic of the lead management process reading the articles of how it works.
Yes I understand the Lead Qualification process doesn’t select the contact. You pick contact or as you have shown, you can pick from suggested contacts or the contact is created for you if none picked. (The Lead Qualification business process has a step referring to linking the contact to the lead). This is not really about finding a contact but how it’s updated.
What if you want to pick the contact but NOT have the contact auto updated via this qualification process? I assume this is not possible on a lead by lead basis or any field by field resolution with the existing process. I would need to disable the default process and create a modified version to handle a different lead to contact merge strategy. This also includes the behavior of creating secondary addresses automatically as well. Unless the address matches exactly, a contact will get additional addresses added for every instance a lead is qualified. A solution likely involving development code I suppose.
I am not saying the current process is broken, it works great, but I hoping for some native system settings etc.. to use this process more surgically rather than customize and replace it
Thank you for clarification. For now the only way to modify the lead management process is to disable the built-in process and substitute it with the custom one. You can either copy the basic process or create your own process from scratch to manage the leads. There are no any system settings that can regulate the process.
Thanks..I was hoping for some setting(s) that I may haved mised. So the custom route is needed. I'll take a look at the code, I didn't find the guts of function until your posting.
I've noticed that whenever I get a letter from one of my collegues, it is not being automatially linked to his contact within the system. If it's from an external contact, the letter is linked just fine. What gives?
If the letter was sent by the contact that is linked to the 'Our company' account, it will indeed not be linked to his contact. It helps to differenciate whether this letter is internal or external correspondence.
If, however, you'd like to bind the contact regardless of whether he is an employee or not, you can create a business process that will read the activity data and specify the correlation in the 'Activity participant' object.
I am trying to delete the Contact associated with the Account using the script: Delete from Contact where AccountId = (select ID from Account where Name = 'Axiom') and getting an error message:
Msg 547, Level 16, State 0, Procedure TRContactID, Line 12
The DELETE statement conflicted with the REFERENCE constraint "FKtcriuWk8BZRa43qgkvz6wt0eL8". The conflict occurred in database "BPMonline710SoftkeyENU", table "dbo.Activity", column 'ContactId'.
The statement has been terminated.
This message informs you, that there are records in the Activities Section associated with this Contact and that is why system doesn't let you delete it. If it is really necessary, then you can disconnect the Contact from other records and then delete it. You can use this script for it script.txt . Please make sure you create a DB backup before performing any scripts to make sure your data will be saved.
