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Merging Records

If you have a duplicate record, you can merge the two records into one for accounts, contacts, leads, service requests, or portfolio accounts.

When you merge a record, you specify the field values from the two records that you want to keep in the record that you retain, which is called the primary record. The record that is deleted is called the duplicate record.

The following considerations apply to the merging of records:

  • Fields with the same values cannot be changed.
  • Fields that are updated by the system default to the value from the primary record and cannot be changed.
  • Account and contact teams are not merged. The team from the primary record is retained
  • Any records that are linked to the duplicate record are linked to the primary record.
  • There is no duplicate checking for related records. To remove duplicate related records you must delete them.
  • When you merge accounts, the owner of the duplicate account records is added to the account team and given full access to the primary record

Before you begin:

  • To perform this procedure, your user role must include the Merge Records privilege.
  • Your access level must be Edit for the primary record, and Delete for the duplicate record.
  • Note the record names so that you can select them during the merge.

To merge two records

  1. Select the record you want to retain as the primary record.

    For instructions on selecting records, see Finding Records.

  2. On the record Detail page, click the Merge button.
  3. In Step 1, click the Lookup icon, and select the Duplicate record.
  4. In Step 2, review the values for each record, and select the values to save with the record.

    The Value to Save column displays the values from the primary record by default.

  5. Click Finish.


Published May 2008