Some weeks ago one of our users pointed me to the unstable behavior of the Zoho CRM Outlook plug-in.

As I wanted to make documentation to support our story I did run into other (potential) issues and did get some ideas for improvement.

I will make a small list in the body of this email, all details and screen shots can be found in attachments.

There are 2 different scenarios:

- CRM contact owner and Outlook account are the same:

* missing conflict check during first synch -> possible unwanted data loss in Outlook or CRM 

* when deactivating a proposed update during synch, the update will never be proposed again -> possibility to chose between never update / do not update now

* indicate which field(s) have conflicting values in the conflict resolution screen (color, bold, separate area, ...)

* possibility to chose per conflicting field if Zoho or Outlook wins

- CRM contact owner and Outlook account are different:

* My Own Contacts / All Contacts option no longer showing in the plug-in contact settings

* conflict box that warns the user that the contact already exists with another owner

* after merging of contacts, the record (of the contact that was merged in the other contact in CRM) in Outlook will be potentially deleted

* potential loss of data in Outlook that is not mapped in CRM

Our users do no longer trust the plug-in and will no longer work with it until the data integrity issues are addressed.

Thank you for taking care of these problems.

Best regards

Geert