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    [Not Planned] Ability to merge contacts easily
    Idea posted September 13, 2010 by vivtedExpert, last edited July 14, 2015 by KeriInnovator, tagged System Admin and Configuration 
    2817 Views, 28 Comments
    Title:
    [Not Planned] Ability to merge contacts easily
    User Story / Description:

    We frequently have people respond to incidents from more than one email address.  When we are adding contacts and realize someone already has a 2 contact records with different email addresses, we would like an easy way to merge the two contacts and merge the list of incidents assigned onto one contact record.  It could be something like adding both contact records to an incident and then merging them.  Or from the contact list, being able to designate 2 contacts to merge into one with one having the primary email address and the 2nd one becoming the alternate email address. 

    Comment

    • Kyle

      Still don't get why this is unplanned. If the product manager at Oracle who made this determination ever had to be an admin in the tool from our end then they'd make it a priority. It's just another example of road map decisions being made with no understanding of what Service Cloud customers actually do and put up with just to use their product.

    • Eric Simonsen

      Agreed that this would be a great feature to have. We talked about this in our user group today. In our case, we have our internal system creating contact records, however we don't always have the email address. When a customer sends in an email, it creates a new contact. We then have to manually merge the Contacts. 

      This would be a great feature to have. 

       

    • vivted

      This is still a massive problem for us.  I just merged two contacts last week and it took me almost an entire day.  Then I realized there's a third address that I need to merge into that contact and it has over 500 incidents as well.  So I don't know when I'll have the time to ever do that but it needs to be done.  Having an easy way to merge contacts would change my life.

    • Howard Williams

      This was a headache for us. We just found one of our customers today who had 2 contact records with 100 incidents on each. 

      Me and my fellow admin hate moving one incident at a time, and can see there’s nothing planned for this issue so we decided we were going to find a workaround….. which we think have (for our purposes anyway)

      Please see the attached doc (with screenshots) for the method. 

      Feel free to share any improvements / criticisms on the workaround.....

    • eleep

      Thanks so much for taking the time to share the solution (detailed steps included) with the Community, Howard! And while this solution doesn't solve the bigger problem around data management, it is a very exciting (at least for me smiley) to see members, like you, proactively sharing their expertise and solutions here to build the collective community brain that benefits everyone!! laugh yes

      If you're game to share this again, I'd encourage you to proactively post this tip in the Discussion Forum (in either the "Incident Management" or "Agent Desktop and Configuration" forum board).

      Thanks again,
      Erica, Community Manager

    • Howard Williams

      Hi Erica,

      Thanks for the post - I agree it doesn't do anything for the data management element, but it appears at least a couple of others were struggling with the simpler fact of moving over hundreds of incidents manually (like I was sad), and for us it's saved time massively...

      I'd definitely be game to share again if it will be a help - this community has been a massive help to us.

      Thanks again! smiley 

      Howard

    • eleep

      We continue to invest in the Community, although there are times where it feels like things move slower than they should. sad Or at lesat slower than I want them to!  So this is encouraging to hear the Community has been a "massive help" for you, Howard! Def post your tip again!

    • Neil
      Howard Williams said:

      This was a headache for us. We just found one of our customers today who had 2 contact records with 100 incidents on each. 

      Me and my fellow admin hate moving one incident at a time, and can see there’s nothing planned for this issue so we decided we were going to find a workaround….. which we think have (for our purposes anyway)

      Please see the attached doc (with screenshots) for the method. 

      Feel free to share any improvements / criticisms on the workaround.....

      View original

      Thanks for taking the time to post this, Howard. This solution takes care of incidents, but what about other items which are linked directly to contacts, such as Opportunities and Threads?

    • JJ

      Zing!

    • David Strong

      What is the reason this is not planned? This should be a standard tool. While yes it is nice that Howard posted his work around, should he have had to make a work around when several users have posted about this issue and there are 46, now 47 likes, on this idea.

    • Christine

      is that possible to to merge contact by some custom development, if Yes then what is process or steps to do that ?

    • Eric Simonsen

      We had a partner write a custom CPM Process to merge contacts and organizations. 

    • Christine

      is that possible if anyone can send me some steps or sample code for this ?