Introduction to the Append Choice
When working with SharePoint, there are often situations where there are multiple ways to accomplish the same task. The reason why this post is Part 3a is to explore two possible solutions to capture customer interaction. This post examines the utilization of the append feature when using a column configured to use multiple lines of text. The following post will approach this task by creating an additional SharePoint list. Both solutions have strengths and weaknesses, providing another reason for the need for this series.
Configuration for Version History
The append feature is tied to the version control functionality of a list or library column. Without version control turned on for the list or library, the option to configure the multiline column will be greyed out. To ensure version control is turned on, enter the list or library settings. In the first column of configuration options for the list or library, click on the “Versioning settings” link. Identify the section “Item Version History” to enable and configure versioning for the list or library. (See Image 1)
Image 1
Pictured in image 1, the version control has been configured to enable versioning. The second line shows that a maximum of 50 versions will be kept with this configuration. Each change made to the list item will increase the version number. Once the fifty-first change to the item is made, the first version is deleted automatically. According to Microsoft article “SharePoint Limits” the number of versions can go up to 50,000 major versions. Pushing this limit is not recommended. It is recommended to keep the number of versions smaller.
Strengths using Append Feature
In this series, the strengths of using the append feature in our CRM mashup can be summed up in two points. The first point is the way the item is displayed resembles an instant messaging application. (See image 2) Visually, it is appealing and is easy to read. Users, both new and experienced users, are familiar with this format allowing immediate use of the CRM tool with little training. The second point is that this column could be included in the Contacts list we covered in the second part of this series titled “Building a CRM Mashup Part 2 – Customer Contacts“. This approach would simplify our CRM mashup solution by keeping all of this together in a single, cohesive package.
Image 2
Weaknesses using Append Feature
The most prominent weakness of using the append feature is the loss of searchability. Yes, while viewing the item, the user could use the browser search feature. Search may not be reliable and depends on the browser functionality. In SharePoint, the search engine is always crawling the newest version of an item. It does not retain records of the previous versions as one would hope. The second weakness is the inability to filter by a specific action. For example, a user may want to view only email correspondence with the contact. The append solution would force them to scroll through all the information and manually extract the information. Another point of interest is that an entry will be recorded even if there are no notes captured. The change of phone number would also increase the version number for example. This could leave gaps in the appended feed that this solution creates. Lastly, users may not consistently follow a standardized format for notes causing confusion with the CRM solution.
Conclusion
In this post, we covered the configuration, strengths, and weaknesses around the use of the append feature to capture contact activity with customers. Though it is a viable solution, append does not allow for continuous growth at an enterprise scale. When building a mashup, being able to navigate and assess different approaches is a crucial skill to develop. SharePoint is forgiving, flexible and allows for quick changes. Take the time to make mistakes and your skill set will improve greatly.
