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Merging Duplicate Customers

Paige Freeman
  • Updated

Using the Duplicate Customer Merge screen, you can view two records you already know are duplicates and merge them. This screen verifies that the records are actually duplicates and initiates a procedure that consolidates the records.

Once the records are merged, a "DUPLICATE" relationship is automatically created between the retained customer and the duplicate customer, as shown below.

You can view the details of the Duplicate relationship, but you cannot edit Duplicate constituent relationships.

Additionally, the duplicate customer will be marked as "Duplicate" in the header on CRM360, as highlighted below.

To merge duplicate customer records:

  1. From the left navigation menu, CRM Central, or the Actions menu in the CRM module, select Duplicate Merge.
    The Duplicate Constituent Merge screen displays, as shown below.
  2. In the first Constituent field, search for the first constituent record.
    The customer information displays. The information displayed is read-only. You cannot edit records from this screen. You can only select a customer with a CUSTOMER_STATUS in which the Option 2 field is set to "ACTIVE". The customer's Customer Status is defined on the Demographics screen in CRM360.
  3. In the second Constituent field, search for the duplicate customer to merge with the previously selected record.
    The customer information displays. The information displayed is read-only. You cannot edit records from this screen.
  4. Review the information for both to verify the records are duplicates, then use the radio buttons at the top or bottom of the screen to select which record to retain during the merge process.
  5. Once you have selected the customer record to keep, select the Merge Constituents button from the bottom of the screen.
    A confirmation pop-up screen displays, as shown below.

    Information in the Customer table is not copied from the merged record to the retained record. Since this data is generally a one-to-one relationship, it is assumed that the most current information is already in the retained record.
  6. Click Yes.
    The application merges the duplicate record with the record to be retained.