Searching For Lead Numbers In Outlook Side Panel Throw Different Results Than UI (Doc ID 2982705.1)

Last updated on NOVEMBER 17, 2023

Applies to:

Symptoms

On : 11.13.23.07.0 version, Microsoft Office 365

ACTUAL BEHAVIOR
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Searching for a particular Lead in the UI retrieve the specific Lead, when the same lead is searched in Outlook classic Oracle CX Sales Add-in integration, the Lead that appears is a different one

EXPECTED BEHAVIOR
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If the same lead number value is entered in UI or Outlook Add-in they should retrieve the same Lead

STEPS
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The issue can be reproduced at will with the following steps:
1. Log in the app
2. Go to leads and search for Particular Lead number, the Lead is retrieved without problem
3. Open the classic CX Sales Add-in in Outlook and search for the same Lead number: the Add-in search retrieve a different Lead number

FUNCTIONAL IMPACT
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The issue has the following functional impact:
Due to this issue, users cannot retrieve the same record in UI and Outlook CX Sales Add-in

Cause

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