Item Deduplication Mechanisms in Revenue Inbox¶
Considering the amount of records processed over Revenue Inbox’s different data handling scenarios by multiple end users and the possibility of simultaneous records updating directly in Salesforce, application of deduplication mechanisms is required to keep the data well organized. This article explains these mechanisms.
Allow creating email duplicates in Salesforce¶
This setting is located in the Email saving settings area of Revenue Inbox Customization settings and it is enabled by default. It can be disabled if that is required by your Salesforce use preferences - specifically if you want no Task/Email message duplicates (clones) to be created in your Salesforce.
Salesforce has a limitation on WhoId linking: any Activity can be linked to only one object, so in order to get a Task or Email Message based on your email correspondence linked to multiple objects Revenue Inbox must create its duplicates (clones) in Salesforce. This is the default behavior preferred by most Revenue Inbox users; if you disable this setting to prevent creation of Activity clones in Salesforce, linking of emails to multiple objects will become unavailable: if you link an Email already linked to an object to another object, the first object will be unlinked. On modifying the email’s primary association you will be prompted to replace the current value in the Name field of an already existing Task/Email message with the name of the new object you want to associate the email with. For example, if you first save an email linked to a Contact and then try to save it linked a Lead (in this case, “Robert West”), you will see the following notification:
Additionally, you can use the related Allow creating email duplicates to be linked to these object types field to set what object types Task/Email message clones are allowed to be created for to be linked, instead of disabling creation of duplicated Activities altogether. If you set this limit, less Activity clones will be created in Salesforce.
If the Allow creating email duplicates to be linked to these object types field is left empty, Revenue Inbox will be allowed to create Activity duplicates to be linked to all Salesforce object types.
General email deduplication¶
The Allow creating duplicated emails in Salesforce feature is not to be confused with general Email deduplication always automatically applied by Revenue Inbox synchronization when email business correspondence is processed and shared in Salesforce. General deduplication prevents creation of redundant clones of the same email by several users within a Salesforce Org. After a user in an Org sends or receives an email and shares it in Salesforce, another user from the same Org who receives the message will see an indication that the email has already been shared in Salesforce in the header of SmartCloud Sidebar upon selecting it in the email client:
For example, if an email is received by several users one Org (via the To: or CC: field) and all of them share the email in Salesforce via SmartCloud, only the first instance will be saved and the rest will be referenced to the first one.
The email’s current object associations (linking) set by the first user who shared it in Salesforce will be marked in the Sidebar with green checkmark circles. If you modify these associations and save the email in Salesforce, Revenue Inbox will create a clone of the corresponding Task/Email Message object that will be linked according to your preferences, also keeping its initial instance with its original linking for other users in your Org.
Deduplication setup precondiiton¶
To enable general deduplication a custom InternetMessageId field (it is included in the Revenue Inbox managed Salesforce package) should be added in Salesforce for Task objects and specified in Revenue Inbox Admin panel setting Original email ID. Or, if you are using Email Messages instead of Tasks, the MessageIdentifier field should be entered there.
Contacts, Events, and Tasks deduplication¶
Besides preventing Email duplicates creation, Revenue Inbox ensures that no duplicated Contacts or Events are created in your Salesforce Org. This deduplication is handled by synchronization. Contacts duplication is based on the Email address field: instead of creating a new instance of a Contact with the same email address on Contacts syncing Revenue Inbox retrieves the existing one from Salesforce. Events deduplication is applied based on their Subject, Start Date, and Organizer fields matching; it only concerns Salesforce Events which have attendees (meetings/conference calls). Additional rule applied: if the same event is created or updated in MS Outlook and Salesforce at the same time, only the instance created/updated in MS Outlook will be kept, the other instance will be replaced. Tasks deduplication is applied based on their Subject, Due Date, and Owner fields matching.
Existing record duplicates merging with conflicts resolution¶
Revenue Inbox also includes a duplicate records merging feature based on Salesforce contacts / accounts merging mechanism. It is triggered when one or several users in the same Salesforce Org create a lead, contact, or account based on the same email address; it allows selecting a single preferred option between the non-matching values in record fields (conflicts resolution). After you mark the preferred values and click Merge the second instance of the record will be deleted from Salesforce and its associated items will be relinked to the resulting correct instance.