Call Logs and Lead Information are missing after saving the lead

[newSFadmin]

Our sales team is experiencing some issue with lead object in SF. The updated information such as call log and updated fields information are disappeared after clicking the save button. I talked to SF and they said it is related to outlook edition synchronization feature that overrides the updated information. Does anyone have the same issue going on? Please help

Joyce
cMarket Inc.

[Gemini@Work]

That sounds like a flakey response; I'm not sure how call logs (which are a different object) or custom fields (which aren't mapped to Outlook fields) get deleted when a synchronization occurs between Outlook and SFDC.

Have you seen the problem occur first hand, or is it only being reported by your sales team users?  Does the data get overwritten immediately (after they hit SAVE), or does some time elapse before the fields are gone (i.e., does the data disappear after the next scheduled sync of the Outlook plugin)?  If you change the sync options of the plugin (so that Outlook does not overwrite SFDC data), does the problem go away?

[newSFadmin]

Hi JP

Thanks for your response. I got a number of reports from my sales team in regards to the issue. I have never seen them on my own. The info will disappear the next day. I have changed the setting in outlook edition, however the issue is still here. My proposed next step will be uninstall and reinstall the outlook edition to see if it would work. Please advise.

Joyce

[Gemini@Work]

Some ideas:

1.) Turn on history tracking for one of the custom fields that is reportedly being overwritten.  Check history tracking to see who is updating the field and when.  Does the date time/stamp line up with the login records of that user?

2.) Work with a user to reproduce this, so you can see it first hand.  Once you see it, you'll be able to understand it much better -- and you have to understand it to fix it.  Have your user create a test lead in SFDC, map it to a test contact in Outlook, and do a forced manual sync.  See if that overwrites.  Wait 24-hours, and wait to see if the data is overwritten. 

3.) Have your user verify that they are running the latest version of the plug-in (Setup -> Desktop Integration -> Check for Updates).

4.) Do you let each sales user set their own configuration options within the Outlook plug-in?  If so, consider standardizing them, so that everyone works the same way.  In particular, consider setting up the plug-in so that when a conflict occurs between SFDC and Outlook, SFDC always wins.  For more details, check out the Outloook plug-in Admin Cheat Sheet:

https://na3.salesforce.com/help/doc/en/salesforce_outlook_admin_cheatsheet.pdf