Symptom
You have an e-mail template which includes Notes from a Lead, but in a Lead with multiple Notes, it seemingly selects one at random.
Environment
SAP Cloud for Customer
Reproducing the Issue
- Go to the Sales work centre
- Go to the Leads view
- Open any Lead with multiple Notes
- Press on the "+" icon and create new e-mail (or navigate to the Activities facet > E-Mails section and click it there)
- Select the relevant e-mail template
- Observe as one Note is taken into the description.
Cause
Notes in a Lead are sorted by their technical ID, which is not visible to the user. What Note is pulled into the template is based on this technical ID - the same Note will be consistently chosen within a particular Lead, but as a whole the process is essentially random.
Resolution
This is the expected behaviour of the system. Having Notes in the e-mail template is not recommended if the Lead has several Notes.
Keywords
lead, e-mail template, note , KBA , LOD-CRM-LM , Lead Management , Problem