Q: Why can't I use Account ID or Opportunity Number to match records during an import?
A: Account ID and Opportunity Number are system-controlled, auto-generated fields. Because the CRM generates these values automatically to ensure internal record integrity, they are not "stable" identifiers for the import wizard. The system does not allow them to be used as the "Key" to locate and overwrite existing data.
Q: I tried to import using a combination of these IDs, but the CRM just created duplicate records. Why?
A: When you attempt to map an auto-generated field (like Opportunity Number) as a unique identifier, the import engine ignores it for matching purposes. Because the system cannot find a match based on its allowed criteria, it assumes the data is new and creates a duplicate record instead of updating the existing one.
Q: Which fields should I use if I want to overwrite or update existing records?
A: To successfully update existing records (Accounts or Opportunities), you must use "stable" fields that you have manually entered or that are unique to the person. Recommended Unique Identifiers:
Email Address: Usually the most reliable unique key.
Phone Number: Effective if formatted consistently.
External ID: If you have a unique ID from a previous CRM or EMR.
Medical Record Number (MRN): Ideal for clinical data consistency.
Q: Can I use a combination of fields (like Name + DOB) to match records?
A: Yes, you can use a combination of standard fields like First Name, Last Name, and Date of Birth. However, you must ensure that none of the fields in your "matching criteria" are auto-generated number fields.
Pro Tips / Extra Help
Always run a test: Before importing a large file to "update" records, try importing just 2 or 3 rows first. If the system creates duplicates instead of updating the existing test records, you need to change your unique identifier selection.