Merging records allows you to consolidate duplicate entries into a single "Master Record." This process is essential for maintaining a clean database, as it combines history, contact details, and activity logs from multiple sources without losing critical information. When you merge records, all associated data—such as attached leads, accounts, or intake opportunities—are automatically re-linked to the final surviving record, ensuring your team has a unified view of your data.
Before You Begin
Check Permissions: You must have "Delete" and "Edit" permissions for the module you are working in to perform a merge.
Identify the Master: Before starting, decide which record contains the most accurate "Primary" information (like the correct spelling of a facility name).
Limit: You can typically select up to three records at a time to merge into one.
Instructions
Go to the desired module: Open the specific module where the duplicates are located. For example, if you find two identical referral facilities, navigate to the Referral Sources module from the left-hand menu.
Select the records you want to merge: Locate the duplicates in your list view. Enable the checkbox on the far left of each record you want to combine. You will see the records highlight as they are selected.
Click on “More” and select “Merge Records.” Once the records are selected, look at the top toolbar for the More button. Click it to reveal a dropdown menu and select Merge Records. This will open a side-by-side comparison screen.
Click the bubble icon next to each field with the desired information: The CRM will display the data from the selected records in columns. Carefully review each row (Name, Phone, Address, etc.) and click the radio button (bubble) next to the specific piece of information you want to keep.
Example: If Record A has the correct phone number but Record B has the correct address, select the bubble for the phone number in Record A's column and the address in Record B's column.
Review and select "Merge" to finalize: Scroll through the entire list to ensure no fields are left blank. Once you are certain that the "New Record" preview looks correct, click the Merge button at the bottom of the screen.
Important: Selecting the correct fields is crucial. Any data in a field that is not selected during this step will be permanently overwritten by the chosen value.
Verification / Expected Result
Successfully merging will result in a single, updated master record appearing in your list. To verify the success of the merge:
Open the remaining master record.
Check the Related Lists (such as Leads or Opportunities) to ensure that items from the deleted duplicate have been successfully moved to this record.
Troubleshooting / Common Errors
Data Loss: If you realize a field was unselected after the merge, the data from the secondary record is no longer available. Always double-check Step 4.
Merge Option Not Visible: If the "Merge Records" option does not appear after selecting multiple boxes, it usually means your user role lacks the permission to delete records.
Related Records Mismatch: If a record has "Read-Only" related items, the merge may fail. Contact your administrator if you receive a system error during the final merge step.