Can Users Recover Deleted CRM Contacts and Tasks

Customers have requested a means to recover CRM contacts and tasks that may have been removed in error.

Default Contact and Task Delete Handling

Riva 2.4.33+ includes a new Advanced option to handle CRM contact/task removals.  From a Riva sync perspective, a contact or task can be removed from user's access if one of the following conditions is true:

• the contact is deleted or removed from the CRM, or
• the sync policy maximum number of contacts limit has been reached, or
• if filtering contact sync based on ownership, the contact is assigned to another user / team, or
• if filtering by visibility. CRM permissions to the contact are changed denying the user visibility to the contact record.

Prior to Riva 2.4.33, Riva would handle CRM removal of contacts by deleting and purging the contact from the user's Exchange address book.

Starting with Riva 2.4.33, the default has been changed so that Riva now removes the contact from the user's address book and places it in the "Deleted Items" container in the user's mailbox.

This provides the user with the ability to check their "Deleted Items" container in Outlook and find contacts and tasks that were removed by a Riva sync cycle.  Any deleted task or contact can be restored and assigned the Riv sync category to force the item to be recreated in the CRM if it was removed from the CRM in error.

Contact Delete Handling Option

An advanced option has been added to modify how Riva handles removed CRM contacts.

• If the Move deleted contacts to "Deleted Items" option is checked, when someone removes a contact from the CRM, Riva will delete Riva-synced CRM contact from the user's Exchange address book and place that contact in the "Deleted Items" folder in the user's Exchange mailbox.

• If the Move deleted contacts to "Deleted Items" option is unchecked, when someone removes a contact from the CRM, Riva will delete and purge Riva-synced CRM contact from the user's Exchange address book (referrred to as a "SoftDelete").