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Microsoft Dynamics CRM 2011 : Merging Account or Contact Records

6/15/2011 6:02:56 PM
When working with account and contact records in Microsoft Dynamics CRM, you might notice that two or more records appear very similar. For example, your database might contain multiple contact records for the same person in your system. Although you obviously wouldn’t knowingly enter two records for the same person, it is possible that your system might contain duplicate records.

Note:

See Also Microsoft Dynamics CRM includes multiple tools to help your organization avoid creating duplicate records in your database. For more information on configuring the duplicate check features, contact your system administrator to enable and configure Microsoft Dynamics CRM’s duplicate checking functionality.


Even though Microsoft Dynamics CRM contains powerful tools to help you avoid duplication, you will undoubtedly find a few duplicate records within your database. Fortunately, Microsoft Dynamics CRM includes a merge tool that allows you to consolidate two different records into a single merged record.

When merging two records, you specify one record as the master record, and Microsoft Dynamics CRM treats the other record as the child record. The software will deactivate the child record and copy all of the related records (such as activities, notes, and opportunities) to the master record. During the merge process, Microsoft Dynamics CRM presents you with a dialog box that allows you to select data from individual fields in the child record so that you keep data from specific fields with the surviving master record.


Tip:

You can merge lead records, in addition to merging accounts or contacts. However, you cannot merge two different types of records together. You can only merge leads with other leads, accounts with other accounts, and contacts with other contacts..


By merging duplicate records, you will maintain a clean customer database, which will help with sales, marketing, and service productivity.

In this exercise, you will create a new contact record and merge it with an existing contact record. You would follow this same process for merging account and lead records.


Note:

SET UP Use the Internet Explorer web browser to navigate to your Microsoft Dynamics CRM website, if necessary, before beginning this exercise.


  1. On the ribbon, click the File tab, and then select the New Record menu and click Contact.

  2. In the First Name field, enter Ben, and in the Last Name field, enter Burton. In the Fax field, enter (312) 555-1212.

  3. In the Parent Customer field, click the Lookup button to launch the Look Up Record webpage dialog box.

  4. In the Search field, enter Sonoma Partners, and then press Enter.

  5. In the results, click the Sonoma Partners record.

  6. Click the OK button to close the webpage dialog box.

  7. On the ribbon, click Save and Close.

  8. In the Sales area, click Contacts.

  9. In the Quick Find text box, enter Burton, and then press Enter.

    Microsoft Dynamics CRM lists the contact you just created and the Ben Burton contact record .

  10. Holding the Shift key down, click both Ben Burton records in the grid so that they are highlighted. On the ribbon, click the Merge button. The Merge Records dialog box appears.

  11. In this dialog box, you choose the master record by clicking the button next to the appropriate contact record. You can also select which data fields you want to keep from the child record and transfer onto the surviving master record. Click (312) 555-1212 in the Fax field. When you do so, Microsoft Dynamics CRM will keep this fax data on the final record.



  12. Click the OK button.

    Microsoft Dynamics CRM will merge the two records together by updating the master record and deactivating the child record. When the process is complete, Microsoft Dynamics CRM will display an alert window telling you that the selected records are merged and the subordinate record is deactivated.

  13. Click OK to close the Merge Records dialog box.

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