Duplicate contacts can be merged if they’re associatd with the same account.
|Available in: Salesforce Classic|
|Available in: All Editions except Database.com|
Customer Portal is available in: Enterprise, Performance, Unlimited, and Developer Editions
Partner Portal is available in: Enterprise, Performance, and Unlimited Editions
|To merge contacts:||“Delete” on contacts|
|To merge Customer Portal enabled contacts:|
“Delete” on contacts
“Edit Self-Service Users”
|To merge partner portal enabled contacts:||“Delete” on contacts|
To merge duplicate contacts:
- From the Contacts related list of an account, click Merge Contacts.
- Check the rows of up to three contacts you want to merge. You can search the list of associated contacts to shorten the list, or click All Contacts to view the full list of associated contacts. Click Next to continue.
- Select one contact as the Master Record. Any data in hidden or read-only fields will be taken from the Master Record. However, administrators and users with the “Edit Read Only Fields” permission can manually select which read-only fields to retain. Note that hidden fields are not displayed.
- Select the partner portal or Customer Portal user you want to retain.
This option is available only if a partner portal or Customer Portal is enabled for your organization.
You can select Not a portal user so that a merged contact does not include a portal user.
- Select the fields that you want to retain from each record.
When there is conflicting data, the fields in the left column are preselected and the row is marked in purple.
- Click the Merge button to complete the merge.
Tips for Merging Contacts
Consider the following when merging contacts:
- Any related items from any of the duplicate contacts, such as opportunity or case information, will be associated with the merged contact.
- If you are merging duplicate contacts that are members of different campaigns, the campaign Member Status Updated date for each contact is retained and associated with the newly merged contact.
- Before merging contacts that both have active Self-Service usernames, deactivate one Self-Service username. The merged record will adopt the active Self-Service username. For more information on the Self-Service username field, see Contact Fields.
- Any account sharing and manual sharing for the master contact are applied to the newly merged contact.
- When you merge contacts that have Reports To relationships, the newly merged contact retains the Reports To field from the selected Master Record.
- All discarded duplicate records are moved to the Recycle Bin.
- The newly merged contact displays the Created By date from the oldest contact you are merging, and shows the merge date as the Modified By date.
- In organizations that use divisions, the merged contact is assigned to the division of the related account.
- Merging contacts is not tracked in the setup audit trail.
- You can delete a contact if you are an administrator, the contact owner, or a user above the contact owner in the organization role hierarchy, and if you have the appropriate user permission.
- The newly merged contact is automatically included on any case teams in which the contacts were associated.
- The master contact replaces the duplicate contacts in all the requested meetings they were invited to. Also, all meeting messages written by the duplicate contacts are automatically associated with the master contact. (Meeting messages appear on the requested meeting's Web page and are visible to all invitees.)
- The master contact replaces the duplicate contacts in all the scheduled meetings they were invited to. However, make sure to edit the event detail page and click Add to Invitees to add the new master contact to the meeting invitee list.
See it in action: How to Merge Contacts in Salesforce