SAP Knowledge Base Article - Public

2850695 - SAP Marketing - Contact Best Record Email Address not taken from most reliable Source


The email address in the contact's best record is not coming from the ID origin data that is defined with highest priority.

Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.


SAP Marketing Cloud

SAP Marketing onPremise

Reproducing the Issue

  1. Import contact origin data from at least 2 different sources to SAP Marketing
  2. Observe that in some cases the email address for the contact's best record is not taken from the ID origin data defined with the highest priority

    inspect contact.jpg


Usually the best record creation follows the ID origin priorities, the best record is considering the data from the ID origin defined with the highest priority. In case 2 different ID origins are defined with the same priority, the latest import will be considered (technically identified via the latest 'OriginDataLastChgUTCDateTime'). Communication data, such as email, mobile or phone IDs, however, consider marketing permissions as well. Any explicit opt-in given for a email, mobile or phone ID overrules the priority of the contact ID origin - an email ID with an explicit opt-in will be considered for the contact's best record although it is coming from the origin data defined with a lower priority.

In addition the design might be influenced from BAdI CUAN_UPDATE_IC_ROOT 'Update interaction contact (Best Record)'.


To understand how the communication data was merged into the contact's best record, check the Inspect Contact app as a first step. If the communication details are not coming from the origin data with the highest priority, also use the Contact Profile app to check the marketing permissions, using the 'Permission Marketing' tab.

contac opt in.jpg

In this case the opted-in email address will be considered for the contact's best record.

See Also

Please refer to the online help to understand the Contact's Best Records concept in SAP Marketing.


Data Stewardship; Inspect Contact; ID origin; Define Origins of Contact ID; Best Record Daten Stewardship; Kontakt prüfen; Herkunftsorte der Interaktionskontakt-ID definieren; , KBA , CEC-MKT-DM-IC , Interaction Contact , Problem


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