Duplicate owners showing on record after sync from CRM

Symptom

After changing ownership of a record in the CRM, the record in Outreach syncs and shows two owners, the previous owner and the new owner.

Applies To

• Admins

• Plugin Settings
• Multi-User Assignment (MUA)

Resolution

If using Salesforce as the CRM, the fix is simple! Follow the steps below depending on which plugin settings page you're using.

If using the old CRM view:

1. Navigate to the plugin settings by clicking your initials
2. Click Plugins
3. Click on the plugin
4. Open the appropriate object(s) (Contact, Lead, Account, or Opportunity)
5. Click the Fields tab
6. Add Owner <> Owner ID and Assigned <> Owner ID, as demonstrated below
7. Click the Save button

If using the new CRM view, labeled CRM (Beta):

1. Navigate to the plugin settings by clicking your initials
2. Click CRM (Beta)
3. Open the appropriate object(s) (Contact, Lead, Account, or Opportunity)
4. Scroll down to the Set field mapping section
5. Add Owner ID <> Owner and Owner ID <> Assigned, as demonstrated below
6. Click the Save button

Please note that the additional Assigned field option is currently only available with a Salesforce setup. Please contact support for assistance if you are seeing multiple owners on records when using Dynamics.

Cause

Multi-User Assigned (MUA) allows records to be owned by multiple users. Because of this, syncing ownership from the CRM pushes duplicates instead of overwriting the current owner field.