Question:

How does Align handle soft and/or hard deletes from CRM?

Answer:

• Align relies on soft deletes from CRM (IsDeleted=true, ie: records still in the Recycle Bin) to handle end-dating corresponding records in Align.
• If records are then undeleted or recovered from the recycling bin, Align can toggle the flag back after a subsequent Import from CRM.

Hard Deletes:

• Users should not be hard-deleting or emptying the CRM recycle bin for records used in Align until after the deletes are pulled into Align. If the records are fully deleted in CRM before an Import from CRM runs in Align to pick them up, then the deletes never make it to Align, which can cause data discrepancy issues.
• If this discrepancy issue is confirmed to have occurred, a workaround in Align would be to manually inactivate and mark the affected records as CRM Is Deleted = true.

Tip: For troubleshooting, it can be helpful to view the Setup Audit Trail in CRM to see if there were any processes/users that clear the Recycle Bin regularly, as this has a high chance of causing deletes to not make it over to Align.