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Best Practice: showing or searching for INACTIVE contacts RRS feed

  • Question

  • Hello all, at a user group meeting yesterday, the users asked if we could make it easier for them to see contacts who used to work at an account after the contact's record has been deactivated. They could just use the standard Inactive Contacts view and browse around, or they could use Advanced Find, but they want something easier and quicker.

    Here are a couple of ideas I've been considering:

    1. Change the contact Quick Find view to return inactive as well as active contacts (we can by editing the view filter in XML), or
    2. Include inactive as well as active contacts in the associated contacts view on the account form (we probably could by editing the view filter in XML)
    3. Add an associated inactive contacts view to the account form so that users could see a list of contacts who used to work at this account (we could with a little fancy custom development).

    Option 1 seems a little confusing to me -- after a period of time and deduping eventually there could be many, many records for the same contact and all but one of them should be active. Option 2 again seems a little cluttered. Option 3 is my current favourite.

    I'd love to hear if anyone has any better ideas. I was just wondering how other CRM implementers have tackled similar requirements?

    Regards, Neil

    Tuesday, March 30, 2010 3:27 PM
    Moderator

Answers

  • Create a new active status reason rather than actually deactivating the records?

    Leon Tribe
    Want to hear me talk about all things CRM? Check out my blog
    http://leontribe.blogspot.com/ 
    or hear me tweet @leontribe


    Want to hear me talk about all things CRM? Check out my blog http://leontribe.blogspot.com/ or hear me tweet @leontribe
    • Proposed as answer by Leon TribeMVP Tuesday, March 30, 2010 7:58 PM
    • Proposed as answer by Leon TribeMVP Tuesday, March 30, 2010 7:58 PM
    • Marked as answer by Jim Glass Jr Wednesday, March 31, 2010 9:39 PM
    Tuesday, March 30, 2010 7:58 PM

All replies

  • Create a new active status reason rather than actually deactivating the records?

    Leon Tribe
    Want to hear me talk about all things CRM? Check out my blog
    http://leontribe.blogspot.com/ 
    or hear me tweet @leontribe


    Want to hear me talk about all things CRM? Check out my blog http://leontribe.blogspot.com/ or hear me tweet @leontribe
    • Proposed as answer by Leon TribeMVP Tuesday, March 30, 2010 7:58 PM
    • Proposed as answer by Leon TribeMVP Tuesday, March 30, 2010 7:58 PM
    • Marked as answer by Jim Glass Jr Wednesday, March 31, 2010 9:39 PM
    Tuesday, March 30, 2010 7:58 PM
  • Thanks Leon, your proposal is nice and simple, but it leaves the standard Deactive Contact feature available to confuse users which I'd like to avoid.

    One of my team came up with another proposal that we're going to demo to the users. We've created a custom entity (OldContact) with a N:1 relationship to account and contact entities. An OldContact record gets created by a workflow rule that is triggered when a contact gets deactivated. Associated OldContacts show up on the account form, but have bene hidden from the contact form.

    It's similar to idea 3, but doesn't require any custom development. We'll see how the users like it and if it works in practice.

    Neil

    Wednesday, March 31, 2010 9:56 AM
    Moderator
  • It becomes a function of training I think but if you're concerned about the Deactivate on the Actions menu, hide it with jscript.

    Leon Tribe
    Want to hear me talk about all things CRM? Check out my blog
    http://leontribe.blogspot.com/ 
    or hear me tweet @leontribe


    Want to hear me talk about all things CRM? Check out my blog http://leontribe.blogspot.com/ or hear me tweet @leontribe
    Wednesday, March 31, 2010 11:16 AM