When CRM or Exchange Systems Change - Riva Cloud

Audience: Riva Cloud admin; Riva Cloud Company users who manage their own connections.

Corporate or IT management may decide to make a major change to your CRM or Exchange services. These can include:

• Switching to a different CRM solution,
• Moving from an on-premises CRM to a hosted CRM (same brand),
• Moving from an on-premises Exchange system to a hosted Exchange service,
• Moving from a hosted Exchange service to an on-premises Exchange system, or
• Upgrading to a newer version of Exchange.

Any of the above changes normally causes the CRM or email connection to fail or report version errors or missing ID errors.

There may be circumstances when a change is required for the connection that can be made by Riva Cloud support staff that will not require deleting the connection. You can contact the Riva Success Team to request connection changes:

• if the CRM or email user name changes, but it is still the same account on the same system (only the user name changed); or
• if the CRM system database is moved to a different server, and the URL is changed; or
• if the domain name in the URL of the CRM system is changed, but it is still the same CRM system.

If any major system changes have been made and the Riva Cloud sync is no longer working, disable the sync policy and contact the Riva Success Team to reconfigure the connection.

If you are planning a future system change, contact the Riva Success Team to determine a procedure that will minimize disruptions and restore the Riva Cloud sync.

Riva Cloud Support Might Delete a Connection

If Riva Cloud support deems it necessary to delete and recreate the connection, they will inform you of the specific details. They can delete a connection without negatively affecting your sync policy or transactions history.

After Riva Cloud support deletes the connection, the Riva Cloud admin or the Riva Cloud Company user needs to re-create the CRM connection or email connection.