CRM Desktop : Personal And Business Contact Management (Doc ID 1931692.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel CRM Desktop - Version 8.1.1.11.3 [IP2013] and later
Information in this document applies to any platform.

Goal

When contacts are added from Siebel to CRM Desktop on Synchronization, We want to understand how the following behaviours would based on the user experience
1) How Personal Contacts and Business Contacts(Synced from Siebel) could be managed i.e. If we have 200 Personal Contacts in Outlook and 300 Business contacts coming from Siebel of which 100 contacts are common (i.e., in siebel as well as in Outlook), how will the application behave? Further, how is the user expected to manage these duplicate contacts coming into the Outlook application.
Please let us know with your experience based on other clients using CRM Desktop which will be the optimum approach?

2) How can we differentiate Personal Contacts in Outlook and Business Contact(from siebel) i.e. Can we have an additional flag(apart from the icons for contact) which can be displayed to the user to categorize the contacts created from different system i.e. Outllook and Siebel. Currently the client is struggling to effectively understand and manage the distinction?

3) Can we have contacts from siebel synced in CRM Desktop to be moved to some other folder so that user can view their data in different folders which marks a clear compartments in Outlook to access the data in a faster way with keeping the capability of sharing Outlook based contacts with Siebel?

4) Do we have any automated process which would allow the user to selectively merge personal contacts (present in outlook) with Business Contact (synced from Siebel in CRM Desktop) or mark them as separate contacts to efficiently manage Contacts in CRM Desktop?

5) Currently we are going live with CRM Desktop and Client wants to understand the impact of large amount of contact data coming in from Siebel CRM to Outlook (CRM Desktop) and identify an effective way to manage contacts (Personal and Business)?
 

Solution

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