Configure Conflict Resolution

Conflicting records occur when there's a difference between information saved in Sales and the information in the Microsoft 365 add-in. As an administrator, you can set the conflict resolution preference for your users.

Here are the steps to set the conflict resolution preference:

1. In the Setup and Maintenance work area, use:

   • Offering: Sales
   • Functional Area: Integrations
   • Task: Manage Microsoft 365
2. On the Manage Microsoft 365 page, select the conflict resolution option in the Conflict Resolution section.
3. Enable the Allow User to Override Default Conflict Resolution option to allow users to view the conflict resolution options in the add-in and select the option they want.

4. Select the conflict resolution option in the Conflict Resolution section:

   • Server Wins: The values in Sales overwrite the values in Microsoft 365 automatically.
   • Client Wins: The values in Microsoft 365 overwrite the values in Sales automatically.
   • User Selected: The user is prompted every time a conflict occurs. The Synchronization Status page displays Successful with Conflicts as the status, along with a list of conflicting records.
5. Save your changes.