Phone question not mapping from donation page to Salesfore

[KevinDillon]

Hi,

I've created a donation page using the CnP Gravity Form plug-in and almost all of it's working properly. The one issue I have is that the phone question from the donation page is not mapping to Salesforce. I don't think this is an issue in the form because I see the appropriate phone value in the C&P data record. Can you take a look into what would be causing this?

Login access has been granted. Username: [email protected] and org ID: 00DG0000000Bu7B.

Here's the donation page: https://nationaleczema.org/donate/donate-now-2/ (it's in test mode)

Please let me know if you need anything else.

Thanks,

Kevin

[CnP.Support.AM]

Good day @KevinDillon,

We reviewed your instance and found NO issues. We reviewed one of the order number which has been processed from above Gravity Forms and what we see is expected behavior. Based on the settings under C&P settings >> Contacts and Accounts >> Match Fields, it created Alias Contact.

Please see the C&P Data of order#1608022103164001111




See the Match Fields you have in C&P Settings:




Since the contact is already exist in your instance, based on the above settings it has been created Alias Contact:



Hope that answers your question. Please check and let us know if we can be of any further assistance.

Thanks,

[KevinDillon]

Thank you. I had forgotten about the Alias records. Is there a way to have the donation form responses just update the existing contact record rather than creating a new Alias record?

[CnP.Support]

Good day KevinDillon

No- this is not something that we do or want to do. Imagine if someone enters bad information, it will simply corrupt your existing data. For example:

1. John Smith makes a transaction and uses his spouse's email address so she can get the email. If we update John's information your contact record will be corrupted with a different email that is not his.
2. A user enters Johnny for the first name or some other name thinking they are donating to your org and you know who they are. If we update Johnny will update Johnathan and that may not be desired
3. etc. etc.

Examples are many. As a matter of policy we do not touch existing data as we cannot be certain that the end result is a desired outcome.

Hope that helps.

[KevinDillon]

I understand the possibility of data corruption. However, the downside to storing all this information in alias records is it's a lot less accessible to users when using the search function in Salesforce or generating reports (ex. donor updates their address via the donation form, a nonprofit wants to run a mailing address report to send thank you letters, but then the report has outdated address information since the report will only pull in the address from the contact record, not the alias record). I guess a workaround would be to set up cross-object workflow updates in Salesforce to push the information from alias to contact, however this can be cumbersome to set up. I think it would still be nice to give users the *option* of routing contact info from the donation form to the contact record vs. an alias record

[CnP.Support]

Good day KevinDillon

Sure.. we can add that as an option the next release.

Of course I know very well that we will be blamed when someone puts blah blah in their address and we updated it. Then we are asked to filter the word "blah blah" .. and the circle goes on and on.

it is ok.. we are used to being blamed for everything else

I will add it to the list of requests for release 10.

[KevinDillon]

Thank you. To avoid the ire of users, I would just keep the CnP data push protocol defaulted to send updates to the alias object. However, if users want to, they can switch it to update the contact record directly (perhaps you all could include a disclaimer by the option notifying users that this could corrupt the data. Then it's more explicit that the user is accepting this responsibility. That may avoid some circles)