Add merge functionality to manage duplicate entries
When importing leads the match option can be selected. Matching on email address will prevent duplicates. Additionally, when you convert a lead you are presented with a screen asking which objects (Person, Organisation, Opportunity) you wish to create. If a similar Person or Organisation already exists they will be displayed in the “duplicate” list.
Having said that, we are aware of the requirement to merge records. Typos, and the human factor will always have potential to allow duplicates to be created. When this happens a merge would be very handy to merge notes, emails etc onto one record.
Not only does the merge functionality need to be introduced, but you also need to introduce a function to flag duplicates across fields. For example there is currently no way to check if a lead import contains duplicates in people records and vice versa. Therefore, if and when this merge functionality is created, it's important it spans across all fields!
Ali Ansari commented
This merge functionality needs to also be considered when implementing for CASES as well. This is very importing and currently the only way is to close one and add it to the related items of the other one, but this means any email trail/history of the closing case will not be seeable on the other case. Being able to merge 2 cases is essential.
Dave Tittle commented
We have a major issue with duplicate people being added by accident when they work for multiple organisations. The ability to merge them is much needed.
Raza Rizvi commented
Merge capability is also useful with Cases where a customer opens a new thread instead of replying to an existing case. Then it would be a matter of 'dragging' the fresh email that opened the new case back to an existing case.
A more complicated scenario would be where support have engaged on the new case and so you have two open threads that need to be merged. That can be cured with the simple merge and some human processes!
Catherine Jamieson commented
When uploading leads - have the ability to search for and delete duplicate enteries