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.
We are implementing a Process Engine solution to deliver similar functionality in a flexible solution. It will be targeted at Sales Lead and People de-duplication.
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