How to Identify Duplicate Accounts (Dupes)

How to Identify Duplicate Accounts (Dupes)

Salesforce User Guide — Duplicate Account Identification

Overview

This guide walks you through how to identify potential duplicate accounts (dupes) in Salesforce before creating or updating a record. Checking for duplicates helps maintain clean data and prevents multiple accounts from being created for the same client.

Who This Is For: All teams.

Step-by-Step Instructions

Step 1: Search Before Creating or Updating

In Salesforce, search by the client's first and last name, then hit Enter to verify the results.

If you see no results, or too many results with varying data that don't match your search criteria, try searching by phone number instead, then hit Enter again to verify.

Important: Always take a moment to review before creating a new record. Skipping this step is the most common cause of duplicate accounts.

If you cannot locate any lead or account records for the client, refer to: How to Create an Account in Salesforce

Step 2: Check the Account Record

If you find potential duplicates, open each record to confirm and vet against Code of Conduct (COC) criteria:

• Matching client names and/or phone numbers and/or similar emails

Emails are the unique identifier that creates new accounts — no two accounts will ever share the exact same email. Watch for similar-looking emails, such as solarRus@email.com vs. Solarsolutions@yahoo.com.

• Shared phone numbers, addresses, or company names
• Overlapping activity history

Step 3: Confirm with the Client

If multiple accounts appear related, confirm verbally with the client that they are, in fact, the same person before merging or updating any records.

When you are ready, see How to submit a merge account request

Quick Tips for Success

• Search by name first, phone number second. This two-step check catches most duplicates before they're created.
• Always review before creating. Taking a moment to check existing records saves cleanup work later.
• Watch for similar (not identical) emails. Since emails are the unique account identifier, look closely for near-matches.
• Confirm verbally, don't assume. If accounts look related, verify with the client directly before merging.
• Need to create a new account? Refer to How to Create an Account in Salesforce.

For questions or technical support, please submit a ticket through Zendesk and select Business Operations.