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Add merge functionality to manage duplicate entries

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    Catherine JamiesonCatherine Jamieson shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →
    completed  ·  john.cheneyAdminjohn.cheney (Admin, Workbooks Online) responded  · 

    Good news!!! The Winter 2015/16 Update of Workbooks will introduce the ability to Merge People or Organisations.

    Please be on the lookout for the Winter release Bulletin (previous Bulletins are located in Start > Bulletins).

    This idea will be updated to Completed in due course, along with a link to the relevant Knowledge Base webpage.

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      • Anonymous commented  ·   ·  Flag as inappropriate

        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 AnsariAli Ansari commented  ·   ·  Flag as inappropriate

        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 TittleDave Tittle commented  ·   ·  Flag as inappropriate

        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 RizviRaza Rizvi commented  ·   ·  Flag as inappropriate

        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!

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