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Duplicate Contact Records and Merges

NOTE  This task requires assistance from your eComm Specialist.

Many of us encounter duplicate contact records in Salesforce, but why do they exist if all data is supposed to be cleaned and validated in MDM before populating in Salesforce? The answer depends on the kind if duplicate you encounter.

Individual Contact Duplicates

If you encounter duplicates that are both/all individual contact records, that means that the duplicates are originating from a CU source system that either 1) has the same duplicate issue, or 2) has different rules for identifying duplicates. For example, eComm uses email address as the method to identify duplicates. However, duplicate rules in source systems and MDM are different and sometimes include first and last name as well. Here's an example:

  • In eComm, two contacts with the same email address where one is named Robert Martinez and the other is named Bob Martinez would be considered a duplicate record.
  • In other systems, two contacts with the same email address where one is named Robert Martinez and other other is named Bob Martinez would be considered two separate contacts.

The eComm team is continually working with the COE and UIS to review rules for duplicate management, and many of these records are corrected by existing automated match jobs. However, if you encounter a duplicate that falls into this category, please contact your eComm Specialist so it can be added to our duplicate management queue. Because these duplicates have to be merged in the source system, they will generally be resolved in two to three weeks.

Standard Contact Duplicates

Standard contact duplicates where either one or more standard contacts is a duplicate of a single individual contact are handled slightly differently. A nightly automated match job runs in Salesforce to merge standard contacts and individual contacts who have the same email address (matching against all email fields on the contact record). The match job runs in batches of 900 per night. This job generally clears up many standard contact duplicates, except in cases where an email address doesn't match despite the contact being the same person.

If you notice a standard contact duplicate that likely won't be picked up by the nightly mach job, contact your eComm Specialist so it can be added to our duplicate management queue. These duplicates will be resolved in one or two weeks.

Submitting a DCR - For eComm Specialists Only

To submit a duplicate merge request, navigate to one of the contacts and follow the steps below.

1. Click on the Related tab.
2. Hover over Data Change Requests and select New DCR.
3. Leave the default for Type of DCR as Duplicate Merge and click Next. See notes below for other types of changes.
4. Navigate to the duplicate, copy the 18 Digit Contact ID, and select "No" if you do not have additional duplicates. Click Next.
If you do have additional duplicates, select "Yes" and repeat the process with the additional Contact IDs.
5. A confirmation screen will come up. Select Next to submit the DCR.

Additional Considerations

  • If one of the duplicates is an Individual record and the other a Standard record, submit the DCR on the Individual record.
    • Note that the Individual record will be the surviving one. Name and Email data, for example, will be from the Individual record. If that data is incorrect, refer to this wiki.
  • For Name, Address, and Email changes, please do not submit a DCR. Instead, refer to this wiki and forward to the appropriate team.
  • If you have any questions related to Data Change Requests, contact Daniella Torres.