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Currently, when you convert a Lead INTO an existing Contact, you have no control over what data is kept except the lead source. The default occurs each time–blank Contact fields are filled with Lead data, all other Lead data is deleted.

We had a particular problem with this for checkbox fields. The checkbox field is always considered “blank,” so any boxes that are checked for a Lead will never be checked when converted into an existing Contact.

Salesforce should introduce a new option in the Lead conversion process similiar to the Merge Contact functionality, allowing you to choose what values to keep when merging a Lead into an existing Contact.

Here’s something that has been kicking my butt lately–fixing the behavior of Lead to Contact merging. The checkbox is really a drag on this one. Try explaining what comes over and what doesn’t when a Lead is merged with a Contact. It’s really complicated. You know, it’s much easier for a user to hear a consistent story, even if it’s not what they want to hear, then it is for them to hear a story that is inconsistent. They don’t know how the functionality can be effectively used when the rules are this bizarre.

Either go with a robust way of dealing with Lead to Contact merge, or simplify the rules so that it makes sense and can be easily explained.

This entry was posted on Monday, March 31st, 2008 at 11:25 am and is filed under CRM, Technology. You can leave a response, or trackback from your own site.