Hi there!
I’m working on rationalizing our contact database and progressively but drastically reducing issues with data quality.
Looking at resolution keys, we can only have AND conditions. Considering we create contacts both in Gainsight and SFDC, and have a need to sync back and forth, it would be useful to introduce the concept of IF THEN or priority on resolution keys instead of simply being able to implement them with AND conditions.
What I mean:
People Resolution Key
First look for: SFDC External Contact ID
If absent look for: Email
If absent look for: …
And so on, with priority on these resolution keys.
This should however not prevent us from using the AND condition where needed.
This would enable us to be smarter with contact updates than by using email as a resolution key, since switching to External Contact ID (or other custom field) would result in issues when it would come to writing back to SFDC for contacts created in GS (without complementary rules that is).
