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Managing Temporary Contacts - Account Issue

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  • rlenner
    started a topic Managing Temporary Contacts - Account Issue

    Managing Temporary Contacts - Account Issue

    Hello,

    When managing some temporary contacts we are able to select a contact to match it to, but then we are unable to select the account. It instead matches it to an unrelated account and freezes on that account. We are unable to select the correct account to match it to.

    see example Laura Gordon: https://cnp-paas-evt.na32.visual.for...type=&cnp_act=

  • CnP.Support.AM
    replied
    Yes, I understand it won't allow you to select the account because it has been designed that way. The above account having multiple contacts associated with. It is not just choosing randomly but the correct Account and choosing the last one on the list.

    Leave a comment:


  • rlenner
    replied
    Thanks for responding, but this does not address my question fully.
    When I try to manage a contact (associated with an event as you said) I can choose the contact to merge it with, but then it freezes the account on a random contact. This seems like an error in the system. What I am hearing you say, is that it doesn't matter, but why is it choosing a random contact to merge the account to?

    Leave a comment:


  • CnP.Support.AM
    replied
    Good day @rlenner

    We reviewed and found that the temp contact in the question is Attendee from Event. Please note that in case of Attendee temp contact merging to an existing contact, we are not creating Account hence you won't see the option to select the account. The account will be the same for that existing contact.

    Leave a comment:


  • rlenner
    replied
    The attached image is the same issue occurring where the account ID gets frozen on a unrelated contact and we cannot select the account ID we want.

    Leave a comment:


  • rlenner
    replied
    Access granted. Can you please explain the steps you take so we know how to address this on our own.

    Contact ID: TC-6898
    order number: 22231-1809071028284426911
    SalesForce contact: Laura Gordon, https://na32.salesforce.com/00350000...Pos=0&srKp=003
    Salesforce Account/organization: Individual https://na32.salesforce.com/0015000000Mu4D8 (this is our general group for all non affiliated individuals)

    Leave a comment:


  • CnP.Support.AM
    replied
    Good day @rlenner

    Would you please grant us login access to your Salesforce instance and share the Account ID and Contact ID you would like to merge the temp contact so that we can review it? Please include the order number.

    Leave a comment:

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