The count of Dataverse contacts or accounts that were created but whose matching D365 customer master entry never landed. A dual-write sync gap between Customer Engagement and Finance.
At a glance
A count of customer records that exist in Dataverse (created in Dynamics 365 Customer Engagement, or written by an integration) but that were never promoted into the D365 customer master in Finance & Operations or Business Central. This is the classic dual-write gap: the Dataverse contact or account is created, but the dual-write map that should mirror it into the Finance customer table did not complete. Until promotion lands, the customer exists on the CRM side but cannot be invoiced on the Finance side.
| What it counts | The number of Dataverse contact / account records that have no corresponding entry in the D365 customer master. In a dual-write configuration, a Dataverse contact should mirror to the F&O / Business Central customer table automatically. This card counts the records where that mirror failed or stalled, so the customer is present in Customer Engagement (CE) but absent from Finance. |
| Currency | Not applicable. This is a count of unsynced customer records, not a monetary figure. |
| Time window | 7D (rolling 7-day view of recently created Dataverse records still awaiting promotion) |
| Alert trigger | count > 0. Any record stuck in Dataverse without a Finance counterpart is a sync failure worth catching. A healthy dual-write pipeline should hold this at zero. |
| Roles | owner, finance, engineering |
Calculation
Calculated automatically from your Microsoft Dynamics 365 data. See the At a glance summary above for what the metric tracks and the worked example below for a typical reading.Worked example
A B2B manufacturer running Dynamics 365 Customer Engagement for sales and Finance & Operations for the ledger, linked by Microsoft dual-write. New accounts are created by the sales team in CE and are meant to mirror automatically into the F&O customer master. The snapshot covers the rolling week ending 09 Jun 26.| Stage | Count | Notes |
|---|---|---|
| New Dataverse contacts / accounts in last 7 days | 47 | Created in CE or by integration |
| Successfully promoted to F&O customer master | 43 | Dual-write mirror completed |
| Customers in Dataverse Not Promoted (this card) | 4 | Above the zero-tolerance threshold |
| Of which: have an open opportunity or order | 3 | Revenue at risk |
- Four records are stuck, and the threshold is zero. Unlike a count card with a tolerance band, this one alerts on any non-zero value, because a healthy dual-write pipeline simply should not leave customers behind. Four stuck records is four sync failures to investigate.
- Three of the four already have sales activity. Those are not dormant contacts; they are accounts the sales team is actively working that cannot be invoiced when their deal closes. The promotion gap turns directly into a revenue-recognition gap the moment an order is raised.
- The cause is almost always the dual-write map, not the data. A failed dual-write run, a mandatory field missing on the Finance side (a customer group, a payment term, a posting profile), or a plugin error during promotion are the usual reasons. The Power Platform admin centre dual-write run history is the place to read the exact error.
- This is the upstream sibling of the absent-customer card. A record stuck here will also surface on Ecom Customers Absent from D365 if that contact has placed an ecommerce order, because absence from the Finance master is exactly what both cards detect from different angles.
Sibling cards merchants should reference together
This card sits at the top of the customer-promotion chain. These siblings show what the gap causes downstream and what to check to fix it.| Card | Why pair it with Customers in Dataverse Not Promoted |
|---|---|
| Ecom Customers Absent from D365 | The downstream symptom. A buyer stuck in Dataverse is also absent from the Finance master, blocking invoicing. |
| Ecom Customers Absent from D365 Customer Master | The customer-master view of the same absence, useful for confirming which entity the record failed to land in. |
| Power Automate Flow Failures | The integration-failure context. A promotion gap often coincides with a flow or dual-write run failure. |
| New Customers (30d) | The denominator of fresh records. A spike in new customers with a spike here points at promotion throughput under load. |
| Active Customers | The healthy population. Stuck records as a share of active customers shows how leaky the dual-write pipeline is. |
Reconciling against Microsoft Dynamics 365
Where to look in Business Central / Finance & Operations:Power Platform admin centre: Data > Dual-write (table maps and run status for the Contact / Account to Customer maps) Finance & Operations: Accounts receivable > Customers > All customers (search for the contact; if absent, promotion did not land) Dataverse: Contacts and Accounts tables (the record exists here, which is the half of the gap) Finance & Operations: System administration > Inquiries > Dual-write error log (the exact promotion error and field) Business Central: Customers list (for BC-side dual-write configurations, confirm the record is absent)To verify a single stuck record, take its identity from the card’s drill-down, confirm it exists in the Dataverse Contacts or Accounts table, then confirm it is absent from the Finance All customers page. Open the dual-write run history or error log for the same record and timestamp; the error message almost always names the missing mandatory field or the failed plugin that blocked promotion. Why our number may legitimately differ:
| Reason | Direction | Why |
|---|---|---|
| Dual-write run cadence | Either | Dual-write can run synchronously or with a queue. A record created seconds ago may legitimately not be promoted yet and will clear on the next run. |
| Records not in scope for promotion | Card higher | Some Dataverse contacts (personal contacts, partner records) are never intended to become Finance customers. If the integration scope is wider than the card filter, the count can read high. |
| Mandatory-field failures | Card persistent | A promotion blocked by a missing customer group or posting profile stays stuck until corrected, so the same record persists across snapshots rather than clearing. |
| Multi-entity promotion | Either | Dual-write may promote into a specific legal entity. A record present in one entity but expected in another can read as not promoted depending on scope. |
| Sync lag | Card up to 15 min behind | A record promoted in the last few minutes may still appear stuck until the next refresh resolves it. |