Salesforce Integration: "Update Existing Entry" for Account with duplicate emails not working

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    aciresi
    Asked on August 16, 2016 at 10:31 AM

    I have also added an e-mail field and a JotForm Test Data field.  I would like to have the JotForm update and existing Account.  

    My results show that when I enter an existing account name, it creates a new Account with the same account name + "empty" or a variation thereof.  When I added the e-mail address (my thoughts were that it may use this field to check for duplicates), I am getting the same results of a new account created rather than an existing account being updated.

    Please let me know what you think.  Thank you again for your help, Anthony

     

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    Charlie
    Answered on August 16, 2016 at 10:58 AM

    I was able to replicate the problem, the "Update Existing Entry" creates a new account instead of updating the existing one. Let me forward this to our developers to have it checked and fixed.

    Apologies for the inconvenience.

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    aciresi
    Answered on August 16, 2016 at 11:00 AM

    Hi Charlie, thank you!  I'm glad you could duplicate the error (and it wasn't just me).

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    Charlie
    Answered on August 16, 2016 at 11:54 AM

    Thank you for your understanding, we will update you on this thread as soon as this is resolved.

    Again, apologies for the inconvenience. 

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    aciresi
    Answered on August 18, 2016 at 12:26 PM

    Hello Charlie,

    Do you any an expected fix date for this issue?  We have a business process in Salesforce that will require this integration component.  Any visibility on when it may be fixed would be a great help.

    Thank you, Anthony

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    Charlie
    Answered on August 18, 2016 at 12:57 PM

    Unfortunately, as much as I would like to give an estimated time frame from this, I do not have that information on hand. But I see that the the issue has been assigned to one of our developers and have labeled it as "Important". We will directly hear from them once the problem has been resolved. 

    Perhaps you could try Zapier? It has an integration between JotForm and Salesforce, although I am not entirely sure if they have the function to update accounts. Here's a link to that page: https://zapier.com/zapbook/jotform/salesforce/ 

    Again, apologies for the inconvenience. 

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    NeilVicente
    Answered on August 20, 2016 at 02:14 AM

    @aciresi

    Please accept our apologies. We were mistaken about the fields that are used by SalesForce to determine a duplicate "account".

    We have fixed the integration to detect (and update accordingly) an existing account by checking the account name (Full Name) and zip code or city values, as specified in this document from SalesForce. In addition, we shall update the tooltip for the "Duplicate Check" option in our SalesForce wizard.

    With that said, please add a billing address field to your form in addition to the full name field so that duplicate checking will work as intended.

    Best,

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    aciresi
    Answered on August 22, 2016 at 09:15 AM

    Fantastic, everyone.  Thank you for the help and the quick turnaround time.

    Neil, the link you provided doesn't work (for me).  Are you sure it is the correct one?

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    Jim_R
    Answered on August 22, 2016 at 09:31 AM

    Thanks as well for your patience and cooperation. I'm glad it's all sorted out now :)

    I checked the link provided by Neil and was able to load it from my end. Here's the direct link https://help.salesforce.com/htviewhelpdoc?err=1&id=matching_rules_standard_account_rule.htm&siteLang=en_US

    Please give it another try and don't hesitate to open a new thread if you encounter other issues aside from this one.

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    NeilVicente
    Answered on August 23, 2016 at 07:02 AM

    For some reason, the link does not work on mobile (iPhone). May I suggest that you use a computer to open the said link?