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Service Max Offline : Merge Cases

mukesh_dubey
Fry Chef
Fry Chef

Service Max Offline : Merge Cases

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We use Salesforce as enterprise solution for Sales and Service.Said that we run MDM process to keep out Account /Contact data clean.

Question : Service Max provide offiline client, how will sync work if Accounts/Contacts are merged and looser is deleted from server but its still refered in records created in offline client. (Will Sync fail ?)

We are using some other SalesForce app (Disconnected), its looks into the merge history object on server and repopulated the winner Id incase looser is refrenced on record created in offline.

Trying to understand what is the roadmap or options to solve this issue.

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meenakshi_s
Retired
Retired

Re: Service Max Offline : Merge Cases

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Mobile Configuration has to be defined in such a way that mobile app user has access to the master record. Currently, ServiceMax Mobile apps for iPad / Laptops do not support special handling of merged accounts/contacts to replace deleted record with master record automatically.

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meenakshi_s
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Retired

Re: Service Max Offline : Merge Cases

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When Accounts/Contacts are merged and loser is deleted from Server but is still referred in records created in ServiceMax Mobile app for iPad or Laptops, sync will fail with the error 'entity is deleted'. Mobile app user can edit the records to refer to the required record and retry sync.

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mukesh_dubey
Fry Chef
Fry Chef

Re: Service Max Offline : Merge Cases

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what if user is not have visibility to the the winner record ?

mukesh_dubey
Fry Chef
Fry Chef

Re: Service Max Offline : Merge Cases

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Just to add,we are using some offline app on force.com platform and how they are handeling it by looking into the merge history object and when a looser record is found, it replace it with winner record.

meenakshi_s
Retired
Retired

Re: Service Max Offline : Merge Cases

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Mobile Configuration has to be defined in such a way that mobile app user has access to the master record. Currently, ServiceMax Mobile apps for iPad / Laptops do not support special handling of merged accounts/contacts to replace deleted record with master record automatically.

View solution in original post

mukesh_dubey
Fry Chef
Fry Chef

Re: Service Max Offline : Merge Cases

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Got it. How do we post to product team to be considered in road map. I see

this as a issue for enterprise customers who are using same org for Sales

and Service.

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meenakshi_s
Retired
Retired

Re: Service Max Offline : Merge Cases

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Please add this an Idea in Community.  Ideas can accessed from many places, but one easy place is from Customer Success >> Product Hub >> Actions >> Idea.  Ideas can be voted on by anybody in community to help the Product Management team prioritize important features.