avengers of contact data · avengers of contact data. architect and mvp. email:...
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Avengers of Contact Data
Architect and MVP
Email: [email protected]
Joel Lindstrom
#HSCCATLANTA19
Senior ConsultantStephanie Tholen
#HSCCATLANTA19
Sales & Marketing Track
Email: [email protected]
The Dream vs. Reality
Building a strategy
Build a game plan
Duplicate by design
Data Steward
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C O N T E N T S
Problem with sync
Duplicate Detection
App for Outlook
Sync Surprise
Demo: Data8
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The dream
• The Golden Rolodex• One record per contact• Up-to-date data• Available to multiple users• Connections between people (who knows who)
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The Reality
• The messy rolodex• Duplicate contacts• Incomplete data• Missed relationships• Users maintain shadow copies
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Contact Master Strategies
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Build a Game Plan
• Audit - what are you working with?• Written action plan w/ Executive sponsorship• Current & Incoming data included • Everyone is aware of the Game Plan
– Tied into the company strategy
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Identify “Duplicate By Design” Issues
• When your process is the problem• Locked-down security• Duplicates in the source data• Contacts created from web forms• Over-use/under-use of required fields
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Data Steward
• Reviews contact updates • Duplicates merged - Incomplete data updated• Data Review Process
• Weekly, Quarterly & Annually • Collect feedback from end users & provide training• It has to be somebody’s job
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The problem with sync
• Contact synchronization is a good thing• Contact sync creates multiple contact update sources
(phone, computer, iPad)• Contacts in Outlook or smartphone can be updated by other
apps (LinkedIn, Facebook, etc).• New users with existing personal contacts see duplicates in
Outlook• Default contact sync rules don’t fit many users
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Dynamics 365 Duplicate Detection
• What you need to know• Duplicate detection rules match on create or update
• Also when using Dynamics 365 for Outlook and go from offline to online
• Duplicate detection rules become unpublished when you update configuration
• Duplicate detection rules don’t prevent creation of duplicates• Duplicate detection rules only trigger for exact match• Merge is limited to Accounts, Contacts, and Leads
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Dynamics 365 App for Outlook
• Preventing duplicates while you Outlook• Benefits of App vs. legacy client• Updating contact data from Outlook app• Identifying missing contacts
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Avoid Sync Surprise
• Turn off sync for users who don’t need it• Consider alternative approach, like Dynamics 365 mobile app• Rationalize and update contact sync template• Consider “subscribe” model• Initial sync duplicate preventionhttps://crmtipoftheday.com/879/merging-duplicate-outlook-contacts/
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Recommended Enhancements
• Create an alternate key• Regularly check your data for duplicates• When publishing customizations, republish duplicate detection
rules• Enhance with third party tools
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