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Opportunity Contact Role (OCR) is being removed when the Primary Contact on an Opportunity is Changed

Veröffentlichungsdatum: Jul 29, 2026
Beschreibung

Issue

When there is a Contact that is a Primary Contact on an Opportunity which is a Household Donation and the Contact is not part of the Household, NPSP will remove the Opportunity Contact Role for that contact. 

If a Contact is a member of the Household Account, Opportunity Contact Roles will not be affected when changing the Primary Contact on an Opportunity as long as the Contact is a part of the Household Account. 

This happens because when the NPSP Nightly Batches run, it will see that a Contact is not part of the Household and will remove the Contact from the Opportunity since the Contact is not part of the Household, but is labeled as a Primary Contact on the Opportunity. 

 

Donor Opportunity Contact Role Description

When an Opportunity is created and a Primary Contact is selected the Contact who is Primary received the Opportunity Contact Role of Donor. 

If the Primary Contact on an Opportunity is changed to a different Contact, that Contact will then receive the Opportunity Contact Role of Donor and the old Contact Record will lose this Opportunity Contact Role. 

NPSP will always ensure that the Primary Contact is set to the Role of Donor (or whichever Role is set for the "Contact Role for Individual Opps" in NPSP Settings) by default. This can be changed in NPSP Settings. 

If you navigate to: 


1. NPSP Settings
2. Donations
3. Contact Roles

You will see how the Opportunity Contact Roles are configured. You will see that under the Default Contact Roles header, there is a label "Contact Role for Individual Opps" and this is set to Donor (it may be set to a different Contact Role depending on your configurations if you have made any). 
 
Lösung
If you have a Contact which is not part of the Household Account that the Opportunity Record is related to, you can use Opportunity Soft Credits to assign Soft Credit to the Contact. 

Assign Full Soft Credit: 
  1. Navigate to an Opportunity record.
  2. On the Contact Roles related list, click Edit Contact Roles.
  3. Enter the Contact to whom you want to assign the soft credit.
  4. Set the Role to the correct value. It should be a role that's been configured to receive soft credits.
  5. Click Add Row to add another Contact Role. Once you've selected all Contacts and assigned roles, click Save.

Assign Partial Soft Credit: 
  1. Navigate to an Opportunity record.
  2. In the top right corner of the page, click Manage Soft Credits. You should see all of the Contacts who have Contact Roles already assigned on this Opportunity. You may also see no Contacts listed if no Contact Roles have been assigned.
  3. Assign Partial Soft Credits by clicking the Partial radio button for the appropriate Contact, and entering the amount for their partial soft credit.
  4. Additionally, you can click Add another soft credit, browse to more Contacts, and assign them partial soft credits as well.
  5. (Optional) Select Allow Soft Credit Amount more than Total Amount if you need to credit Contacts for more than the Opportunity Amount. For example, if you have 2 Contacts who should receive Influencer soft credit for the entire $1000 Amount of the Opportunity, and a third Contact who is only credited for $100, that would bring the total soft credit amount to $2100 on a $1000 gift.
  6. When you're finished, click Save.

See Also
Opportunity Contact Roles:
https://help.salesforce.com/s/articleView?id=sf.sales_core_opp_contact_roles.htm&type=5

Soft Credits Overview: 
https://help.salesforce.com/s/articleView?id=sfdo.NPSP_Soft_Credits_Overview.htm&type=5

Manually Create Soft Credits: 
https://help.salesforce.com/s/articleView?id=sfdo.NPSP_Create_Soft_Credits.htm&type=5



 
Nummer des Knowledge-Artikels

000395071

 
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Salesforce Help | Article