Create, Update and Upsert CRM Records

Create, update, and upsert describe three different intentions. Before selecting an action, decide whether every submission should produce a new record or whether repeated submissions should change the same record. The right choice depends on your process and the connector's supported matching behavior.

Create asks the CRM to add a new record. That can be appropriate for a new request or event registration. Do not assume create checks for duplicates. Repeated submissions may produce separate records unless another confirmed rule prevents that behavior.

Update changes an existing record identified through the connector's supported method. A CRM record identifier is a common choice. Decide what should happen if the target cannot be found. Do not assume an update will create a replacement record.

Upsert normally looks for a match, updates the matched record, or creates one when no match exists. Check the connector's actual rules. If several records match, the process should stop for review rather than choosing an arbitrary person.

Prefer a stable, unique identifier supported by the CRM and connector. For example, a volunteer might have external ID V O L, one zero four two. Names are unreliable matching keys. Email can change, be shared, or appear on several records.

Test with a fictional record. Submit one supported identifier and a sample phone number. Then submit the same identifier with a changed number. For an intended upsert, check that the expected record changed and that an unwanted second record was not created.

If a request times out, inspect the CRM before repeating it. The write may have succeeded even though the response was lost. Keep the submission identifier, record identifier, and delivery result together. Avoid changing the matching rule while investigating the same delivery.

Your next step is to write down the action, matching key, and expected behavior for no match or multiple matches. Test those cases before using customer data. The written Klarstig Academy guide gives you the same decision checklist.