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Why are my custom fields not showing on the Step 2 of the Merge Duplicate Accounts?

Knowledge Article Number 000212347
Description This article explains how the available fields on the Step 2 ( of the Merge Duplicate Accounts is controlled through the Account page layouts.
Resolution
If you are merging duplicate accounts and one of the fields is not listed on Step 2. (Name of the screen - Select the values to retain) page then the next step is to edit the layout for the Account and make sure that the field in question is visible on the layout. You can do this by going to Setup | Customize | Accounts | Page Layouts.

If the records you are merging uses more than one layout then you will need to add the field on at least one of the layouts.

This is because the fields available on the Merge Duplicate Accounts page (Step 2) is a combination between the fields available on the layout or layouts of the records being merged.

Here is an example on how this works.

Scenario 1:
  • When merging Record 1 - using Page layout A and Record 2 - using Page layout A
  • Result: The fields available will be all the fields available on Page layout A
Scenario 2:

When merging Record 1 - using Page layout A and Record 2 - using Page layout B
Field A is available on Page layout A but not on Page layout B
Result: The fields available will be a combination of the fields available on both Page layout A and Page layout B so Field A will still be visible on the Merge Account layout
 

For more information about Merging Duplicate Accounts, you can refer to this: Merging Duplicate Accounts





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