In CRM, Contact records (or Accounts records) can be merged one at a time. Once a merge is completed it cannot be undone, so please contact support with any questions before proceeding.
1. Search for the Contacts you want to merge in the quick search box.
Before you merge records, make sure the Contacts do not have identical Portal Usernames. If they do, add a character to the record that will be deactivated to change it. If you do not, you will get a cannot save error because the usernames are not unique.
2. Select the records you want to merge
Select the records to merge. A check will appear to the left of the record once selected. The "Merge" button will now appear in the toolbar.
Note: It is not possible to merge more than two records at a time. If there are more than two, complete one merge and then start the process again.
3. Complete the Merge
Once records are selected, click on Edit Records > Merge. A popup window will appear with information from both records. Review the information to determine which record should remain as the Primary record.
If you would like ALL information from one record to be the authority, simply click on the radio button next to the record at the top where it says Select Primary record (this may say "Master Record" depending on the version of CRM you're using).
If you would like to choose information from both records, simply click on the radio buttons as appropriate.
If a Contact has a Membership with a Dues Item, that record should be made the Primary record. If both Contacts have Memberships with Dues Items, contact support for assistance.
Note: there is a toggle for updating fields not included at the bottom of this page. Select to include missing fields data on Merge.
4. Once you are done choosing the fields, click OK. A popup will appear saying that the records are merging.
5. Once the records are done merging, another popup will appear saying the records have merged.
The Primary Contact Record will remain Active and the Secondary Contact Record that was merged will now be Inactive.
6. Review the Active Contact record for any duplicate Memberships.
- Check the Contact's Memberships after merging. Any duplicate memberships must be deleted.
- Delete the duplicate memberships
- DO NOT DEACTIVATE THE DUPLICATE RECORDS
- DO NOT USE BULK DELETE as this does not work off the view, but off of a query, and will delete records not intended for deletions.
- Delete the duplicate memberships