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  • C & P Temporary Contacts in Salesforce

    We will occasionally see new contacts held in C&P temporary contacts when there were no matching rules triggered. The
    Attach to Existing Contact/Account in C&P temporary contacts is blank and there is no evidence that a contact exists in SF already. How can we avoid this?

  • #2
    Good day @anthonydc

    Would you please share the order number of the temp contact and grant us login access to your instance so that we can review it? Also, please attach the screenshot of what you are referring to.
    Regards,
    Click & Pledge Support Department

    On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

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    Comment


    • #3
      Here is an order number of a temp contact for review 38406-1905151352234591616

      Comment


      • #4
        And another order number 38406-1905151516547286816

        Comment


        • #5
          We just reviewed and noticed that there is NO temp contact for the order#38406-1905151352234591616. However, regarding the second one order#38406-1905151516547286816, based on your Contact Match Mode settings i.e. Semi-Automatic, it will show the possible matches based on Email and Last Name of the temp contact. In the above case, there is NO contact with the same Email and the Last Name exist in your instance which is the reason it is not showing any potential matches
          Regards,
          Click & Pledge Support Department

          On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

          Join us @ the educational webinars: https://clickandpledge.com/webinars/
          Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
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          Comment


          • #6
            If there is no contact in our instance then why is it in temp contacts instead of creating a new contact?

            Comment


            • #7
              anthonydc

              It all depends what we mean by "there is no contact". For the system to find a Contact it has to look for the matching fields that you specify. For example:

              First Name: Elizabeth
              Last Name: Smith
              Email: Elizabeth.Smith@Nonprofit.org

              In the above scenario if Elizabeth makes a donation and uses all information as fully spelled then our system will find a match. This case is easy.

              Next day the same person comes in and sends another donation:

              First Name: Lizzy
              Last Name: Smith
              Email: Lizzy99@gmail.com

              This is the same person but she used her nickname and her personal email.

              This is where the duplicates come up in almost all cases. The new person is not found but it actually is the same person. Our system simply says if I cannot find the contact I will put it in Temp for the admin to review and decide.

              Once you assign the second set of records as Alias to the first contact the system will automatically find it.

              I hope you see the problem and why "there is no contact" is hard to quantify.

              Hope that helps.
              Regards,
              Click & Pledge Support Department

              On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

              Join us @ the educational webinars: https://clickandpledge.com/webinars/
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              Comment


              • #8
                In your original response you stated no contact = "no contact with the same Email and the Last Name exist in your instance which is the reason it is not showing any potential matches" I'm quantifying it based on your response. My question is if there are no potential matches (i.e. NO contact with the same Email and Last Name) why is it being held in temp contacts instead of creating a new contact?

                Comment


                • #9
                  anthonydc

                  Semi-Automatic means if NO match is found then go to Temp. That is to avoid duplicates. Last names do not mean much when someone gets married and changes their last name. Please keep that in mind- information can change that will result in duplicates.

                  Semi-Automatic puts a contact in Temp if NO exact match is found. It has no way of knowing if last name has changed from Smith to Smith-Jones and the email has changed.

                  Matching a Temp is much easier than cleaning up a lot of duplicates. This feature is a very popular in our system and people always talk about how it keeps their instance clean.

                  I hope you see what it is trying to avoid.

                  Of course you could remove the constraints and ONLY match with email. Then if the same email is found it will attach the transaction to that contact. There is a big problem in matching on email alone since people use each other's email (especially couples) when registering each other or paying for something and wanting the other person get the email. Lowering the matching criteria can result in duplicates.

                  Hope that helps.
                  Last edited by CnP.Support; 05-16-2019, 08:47 AM.
                  Regards,
                  Click & Pledge Support Department

                  On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                  Join us @ the educational webinars: https://clickandpledge.com/webinars/
                  Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
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                  Comment


                  • #10
                    anthonydc

                    I just realized that you may not be aware of "Fully Automatic" option. We do not recommend this setting as it does exactly what you want and will result in duplicates.

                    The Fully Automatic option does EXACTLY what you want. If it cannot find the contact it will create a new contact. If you want it to behave that way then change the Contact Matching to Fully Automatic.

                    We should have suggested that to you since the behavior you want is what that option does. Again, let me emphasize this, it will result in duplicates if any variation is found as that match is not found. William Smith and Bill Smith with the same exact email will create duplicates if you set all 3 fields to match.

                    If you set the matching to FULLY automatic and only select email as the matching field, the system will create a contact if the email is not found in the system. So if someone uses their work email in one donation and uses their personal email in another donation you will end up with 2 people.

                    Hope that helps a bit more.
                    Regards,
                    Click & Pledge Support Department

                    On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                    Join us @ the educational webinars: https://clickandpledge.com/webinars/
                    Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
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                    Comment


                    • #11
                      Got it. I was not aware of the Fully Automatic setting. Thank you for explaining the difference.

                      Comment


                      • #12
                        I have a similar question: I was told our SF and CR match temp contacts based solely on email address. I currently have a record held in C&P Temp Contacts which has an email that exactly matches the email of an existing record in SF. See the screenshots. Why is this being held in the C&P Temp Contacts queue if the one thing that could match it to the active SF record is correct?

                        UPDATE: Access has already been granted.
                        Salesforce.com Organization ID 00D1I000003nnIs
                        Last edited by jhume; 05-20-2019, 04:03 PM.

                        Comment


                        • #13
                          Good day @jhume

                          Sorry, but the image you have provided is PNG and this forum does not show it in full scale. I only see a thumbnail. Would you please post this as a JPG so we can review? OR please share the Order number of the temp contact as well as the ConactID.

                          However, while reviewing your instance we noticed the following:

                          Click image for larger version

Name:	Contact match settings.jpg
Views:	14
Size:	162.8 KB
ID:	46306

                          As you can see the match field based on First and Last name including Alias as well as the Emails with the Match Mode of Semi-Automatic. As stated above, if NO match found then it will go to the temp contact.

                          Please review the Match Mode and Match Fields in the following KB article: http://help.clickandpledge.com/custo...ticles/1164726
                          Regards,
                          Click & Pledge Support Department

                          On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                          Join us @ the educational webinars: https://clickandpledge.com/webinars/
                          Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                          Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                          Comment


                          • #14
                            The order number for the Temp contact is: 50663-1905141109249205008
                            The contact ID is: TC-0459

                            I was told by the person on my team that set this all up (who is no longer with our org) that as long as the email on the incoming donation was an exact match with the email on the existing SF record the incoming donation would automatically match up with the existing record. Is that not true? And if not, can you clarify which fields do or do not have to match to make the incoming donation would automatically match up with the existing record?

                            Also please keep in mind: I am NOT well versed in either SF or the C&P backend (or terminology). I'm simply trying to make the day-to-day go smoothly here at my my org since the SF/C&P admin resigned. Please keep this in mind when explaining things and try to remember I'm flying blind here. I appreciate your spelling things out for me so that I better understand what you're explaining. I know that may be tedious, but I appreciate the effort. Thank you.

                            Comment


                            • #15
                              jhume We highly recommend you to please join us at office hours (details are below) we can share the screen and explain to you about it.
                              Regards,
                              Click & Pledge Support Department

                              On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                              Join us @ the educational webinars: https://clickandpledge.com/webinars/
                              Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                              Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                              Comment

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