Few Issues Around Email Field Being Natural Field In Outlook

(Doc ID 2407185.1)

Last updated on JUNE 29, 2018

Applies to:

Oracle Fusion Sales Cloud Service - Version 11.12.1.0.0 and later
Information in this document applies to any platform.

Goal

Few issues around Email field being Natural field in Outlook. Per OSC docs, Email is a natural field and is used for de-duplication and maintaining data integrity.

With this, we are NOT able to create different contacts with same email id. This scenario is a valid and common use case.

Few scenarios...

1) An Account executive working with Company A- XY Department has contact email address same as Company A- AB Department. As email address is same as the Company A- AB Department,user is not allowed to create a contact for Company A- XY Department in Outlook.

2) Also, we now get Duplicate Synchronize conflict, when we sync a contact from Outlook with an email address, which is already present in OSC on a different contact record (same email - Two different contact records, One in OSC and other in Outlook). The overwrite action which we perform to get rid of conflict causes one of the record to be deleted. This is a serious problem, It deletes the contact record which is present in OSC that was created by a different Account Executive.

Could you please see these issues and consider doing a different way for de-duplication. We want to create contact records with same email.
 

Solution

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms