Inconsistent client matter data

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Marlstone Legal: documents · Inconsistent client matter data

Emma Jagger reported conflicting matter status between Salesforce (CRM) and Xero (billing), making it unclear which was authoritative. Bethan Lister explained timing lag between systems and asked for examples. Emma confirmed Salesforce is the source of truth and that Xero updates with delay.

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What happened

What this says

Current to 11 Oct 26

Emma Jagger reported conflicting matter status between Salesforce (CRM) and Xero (billing), making it unclear which was authoritative. Bethan Lister explained timing lag between systems and asked for examples. Emma confirmed Salesforce is the source of truth and that Xero updates with delay.

Problem: Matter status differed between Salesforce and Xero, creating ambiguity about the authoritative data source.

Handling: Support explained the brain reflects both systems' data with timing lags. Customer identified that Salesforce is canonical and Xero has delayed updates due to their own process.

Watch: Data source inconsistency is understood but relies on customer process discipline. Timing lag between systems is expected behaviour, not a defect.

AI · claude-haiku-4-5-20251001 · 11 Oct 2026

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Details

Updated 9 Oct 26

Prioritylow

Statusclosed

Categorydata_quality

Channelweb

First response (min)793

CSAT5

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Trail

created · Emma Jagger 9 Jun 2026 09:58
Some client matters are showing data from multiple systems that doesn't align. Seeing conflicting information about matter status between the CRM and billing system. Hard to know which one is the source of truth.
public_reply · Bethan Lister 9 Jun 2026 23:11
I can help with this. The brain pulls data from both your CRM and billing system each refresh, so sometimes there's a timing lag if one updates before the other. Can you give me a specific example: which matter and which fields are conflicting?
internal_note · Bethan Lister 10 Jun 2026 14:20
Customer sent example. Matter status different between Salesforce and Xero. May be a source system sync issue on their side. Asked which is the canonical source.
public_reply · Emma Jagger 10 Jun 2026 16:03
Salesforce is the source of truth for us. Xero updates from a delayed process, so it's often behind. We'll make sure Salesforce is correct going forward.
status_change · Bethan Lister 22 Jun 2026 17:53
status_change · 26 Jun 2026 23:59

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BB-Demo is a fictional company; every organisation and person here is invented. B-Brain is the tool. Built by site/build_site.py from the site tree, data as of Fri 9 Oct 2026. Help & Support

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B-Brain is one place to read everything the company knows about its customers: the CRM, calls, emails, support tickets, product usage, invoices, documents, news and HR. Every page is built from those systems and the data is current to Fri 9 Oct 2026.

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Conversations, Commercial, People, News and Documents cut the same data by topic. System explains how the brain is built and where each figure comes from.
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Press Ask Brain in the header. Type a question, or pick one of the examples.

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Data	Records
Organisations	75
People at customers	290
BB-Demo staff	40
Calls	784
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Support tickets	449
Documents	477
Deals	117
Invoices	101
Events	49
News items	56

Data as of Fri 9 Oct 2026. Text marked AI was written by the brain from the records listed in its made-from link; an AI output that cannot cite its evidence is refused and the previous text kept. Where two systems disagree (for example a contract and the CRM), the key facts show both values and mark the difference.

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