Co-Pilot: Allow selection of a Data Space for "additional criteria from Contacts"

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  • Idea
  • Updated 10 months ago
  • Under Consideration
  • (Edited)
We have what may be a unique use case with regard to Contacts.

In order to prevent the duplication of contacts within our Salesforce instance, our IT team recently rolled out the concept of "Related Contacts."  In a nutshell, a single Contact record exists by email address and is considered a "Direct" contact on the account where it was originally created.  There is an additional Salesforce object (Account Contact Relationship) which associates that same Contact record with additional accounts in an indirect fashion, if that contact is to be associated with more than one Account.

I tried to diagram what this looks like:



Because Co-Pilot is hard-coded to pull from the Contact object, in my example my PowerList would only get the Contact details associated with the original "Wayne Industries" account.  I have no way of pulling in "Jeff Kirkpatrick" as related to "Wayne Industries NE" or "Wayne Industries SW"

I believe allowing a Data Space to be used here would address our use case (at least I hope it would).

Using the example above (with Account names redacted), if I run a report on the Contact object I only get one record:



Where if I run a report off of a Data Space I created that incorporates the Account Contact Relationship object with the Contact object, I can see the Contact record associated with multiple Accounts, including it's account-specific "Related Cloud Contact Type" values



In the above, the 7th column where the values are true/false is the "Direct" flag.


This is a really big item for us - pretty much a make or break for our ability to use CoPilot.
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Jeff Kirkpatrick, Champion

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Posted 10 months ago

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Jeff Kirkpatrick, Champion

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This also causes us a problem with regard to Email Assist.  If Jeff Kirkpatrick is a "related contact" on Wayne Industries NE rather than a "direct contact", I cannot lookup Jeff Kirkpatrick in the TO field.
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Jeff Kirkpatrick, Champion

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I just learned from my Salesforce Admin that this Account Contact Relationship object is not a custom object we built - it's a Salesforce-provided object https://releasenotes.docs.salesforce.com/en-us/summer16/release-notes/rn_sales_shared_contacts.htm & https://help.salesforce.com/articleView?id=account_contact_relationship_fields.htm&type=5

Any idea when Copilot and Email Assist will accomodate use of this feature?
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Dan Ahrens just suggested trying to add participants using a Bionic Query instead of a powerlist.  This may address our Copilot issue (need to test; Advanced Outreach is new to us) but would not address the Email Assist need.

BTW It looks like Advanced Outreach doesn't currently address every use case, so it would be good if Copilot could accomodate the related contacts concept:

From Introduction to Advanced Outreach: IMPORTANT: This is a completely separate feature from CoPilot Outreach. Customers should continue to use the existing Outreach feature for operational emails, to log emails to Salesforce, and to use the Time Identifier feature, which gives users the ability to send emails at different times to different recipients based on defined criteria. In all other cases, the Advanced Outreach feature is the recommended option.

(Edited)
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Jeff Kirkpatrick, Champion

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Ok - so without having done extensive testing with this, I think this would address our need for triggered emails except that it's a little difficult to ensure you're capturing the correct criteria when using Query Builder - hopefully the export capabilities in Bionic Rules will make its way here.

But this does not fix the Email Assist issue.  If someone from product or engineering wants to see what I'm seeing I'm happy to set up a call.