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How to Identify Duplicate Calls from CRM Offline?

  • Updated

Question:

How to identify Duplicate Calls caused by sync errors?

Answer:

Duplicate calls can be identified by the Error_Reference_Call_vod__c field. This field is populated with the call Id of the last call.

Duplicate calls are created by two scenarios

  1. Double Submit Processing - If a call is submitted online and then submitted offline, a duplicate is created from the offlines changes. If any related object from the call is modified, the related objects will error with:
    • Error message: You may not delete a submitted call or any of the supporting data.
  2. Silent Duplicate Processing - If a call is submitted online and then the call is modified and saved offline, the original call is submitted and a duplicate call is created in Saved status. This will not error or be in the activity logs.

Customers will have to evaluate each call to see which call contains the correct data and delete all other duplicates.

Related Documentation:

CRM Knowledge Article: How-to-Troubleshoot Sync Failed 

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