Consider the image below. There are two exact matches and there is one record in which only the phone number and company fields differ. In this case, CRM will auto-merge the first two records and prompt the user to resolve the conflict in the last record. Once the conflict has been resolved, the records will be merged.
CRM will consider one record as a master record to run the duplicate check. This record is chosen based on the most recent activity. This occurs automatically and cannot be changed manually. For example, among five records, the record that had the latest recent activity will be automatically treated as a master record to run the duplication check.
A conflict in de-duplication refers to a case where the field values within duplicates are different. For example, there are two records called David Smith, where all field values except the phone number are the same. In this case, CRM would not know which record to consider as the final and merge. Therefore, you need to manually resolve those issues. There are two ways to resolve conflict in de-duplication.
Once you click to resolve conflict, you will be taken to the Deduplicate [Module] page, where the particular record and the number of duplicate entries found are displayed. Click View.
(You can switch between the tabs to view the duplicates under each selected field.)
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