How to submit a merge account request

Salesforce & Zendesk — Duplicate Account Merge Process

Overview

This guide walks you through how to submit a request to merge duplicate client accounts in Salesforce, once duplicates have been identified and confirmed with the client.

Who This Is For: All teams.

Required Systems: Salesforce and Zendesk.

Important: Before starting this process, you must identify the duplicate accounts and get verbal confirmation from the client that they are all the same person.

Refer to: How to Identify Duplicate Accounts (Dupes)

Step-by-Step Instructions

Step 1: Identify the Duplicate Accounts

In Salesforce, identify how many accounts belong to the same client (2 or more).

Example: three potential duplicate accounts for the same client, confirmed via verbal confirmation with the client.

Step 2: Confirm the Client's Name and Update the Record

Once you've confirmed all accounts belong to the same client, and the names differ across the records, confirm the correct name the client wants on file and update that account record.

Refer to: How to Update Client Information, an Address or Add a Business Name in Billing (Salesforce)

Step 3: Confirm Primary and Secondary Email

Account records can only retain two emails in total. Ask the client to choose a primary email (used for all correspondence) and, if they'd like, a second email to keep on file.

Example: designating the primary and second email to retain on the account.

Step 4: Document the Merge Details

Once identified, notate the required information for the merge request. Example:

Dupe CNs:

• CN-0005797484
• CN-0005797456
• CN-0005797450

Emails being retained:

• Primary email – teddyg@zoidberg.com
• 2nd email – teddie@zoidberg.com

Step 5: Submit a Zendesk Ticket

Go to Zendesk to submit a ticket and select Business Operations Request.

Select your department.

Under "What do you need help with?", select General Support.

Under Additional Details, select Merged Accounts.

In the Client Number field, enter one of the client's CN from Salesforce.

In the Subject line, type: Client has dupes, please merge

In the Description field, include all the client info required for the merge (dupe CNs and both emails). Example:

Click Submit.

Step 6: Log the Request in Salesforce

As the final step, notate one of the dupe accounts in Salesforce by logging a call. 

Refer to How to Log a Call/Activity in Salesforce.

Quick Tips for Success

• Always confirm before merging. Get verbal confirmation that duplicate accounts belong to the same client before starting the process.
• Two emails max. Account records only retain a primary and, optionally, a secondary email.
• Be specific in the ticket description. Include all dupe CNs and both emails so the merge can be processed accurately.
• Don't skip the final step. Always log a call on one of the dupe accounts after submitting the ticket.

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