Search using the customer's name in Salesforce. See: Completing a Search.

In the example below two records have been located for ''Bishana Nazario'.

Click on the name of each contact to display the contact record. Check the following to decide if the contact records are for the same person:

• Are the first and last names the same?
• Do the birth dates match?
• Do the email addresses match?
• Do the phone numbers match?
• If the USI has been validated for both contacts, do they match?

If required, click on the Details tab and check further details.

When you are sure that the records belong to the same person, you may proceed to step 3. Remember, once a record is deleted, it cannot be recovered.

Click on the profile icon on the right-hand side of the screen and select Switch to Salesforce Classic.

The Classic view is displayed.

If the Contacts tab is displayed in the menu bar at the top, click the Contacts tab.

If not, click the + symbol, and then select Contacts in the All Tabs list.

Recent Contacts are displayed. The example below shows two contact records for 'Bishana Nazario'.

Click on the name of each contact to open the Contact screen.

Click on the Details tab and review the details to determine which record to keep.

Check the following:

a) SA only: Check if any record has a DEMS User ID. The record with a DEMS User ID should be kept. If there is no DEMS User ID, check the website status.

b) In the Web User Details section, check which record has a Website Status of 'Active'.  The active records should be retained and the inactive record can be deleted. If there is more than one active record, you should make your decision based on which account is most recent and/or contains the most data.

c) In the System Information section, check which record was created and/or modified most recently? More recently created/modified accounts are more likely to be correct.

Use the following guidelines to determine which record to keep.

• SA only: Keep the record with a DEMS ID. If there is no record with a DEMS ID, go to the next bullet point.
• If there is one record with an active website status, keep that record.
• If there are multiple records with an active website status, keep the record which is more recent and contains the most data.
• If there are no records with an active website status, keep the record which is more recent and contains the most data.

Before you merge duplicate records, you must make sure they are linked to the same account.

In the Contact > Details screen, scroll to the Personal Information section and check the Account Name field. This displays the organisation the contact record is linked to.

If the contact records are linked to different organisations, ensure all duplicate records are linked to the organisation of the record you will keep.

To change the organisation a contact record is linked to, click on the edit icon (pencil) next to the Account Name field.  A search icon (magnifying glass) will appear next to the field.

Click on the magnifying glass. The Lookup screen is displayed.

Search for and select the organisation you wish to link the contact record to.

Click the Save button.

Return to the Contacts - Home screen and refresh the screen. The duplicate contact records will be linked to the same organisation.

Click on the Account Name in one of the contact records. The Account screen for the organisation is displayed.

Scroll down to the Contacts section and click the Merge Contacts button.

Note: This button only appears in the Classic view.

The Merge My Contacts screen displays all contacts which are linked to the organisation.

Filter the list by entering the contact's name in the search field and clicking the Find Contacts button.

The Merge My Contacts screen will display contact records which have the same (or very similar names). They will be ticked if the system recognises them as duplicate records that need to be merged.

Deselect any records you do not wish to merge then click the Next button.

The Merge My Contacts screen will display the duplicate records to be merged side by side.

At this stage you should cross check fields to ensure the contact records belong to the same person, and to confirm the fields and record that you wish to keep.

Select the Master Record in the record you wish to keep.

Review the fields and determine the data you wish to retain.

If you want to retain only the data in the record you will be keeping, click Select All in that record. This record will be retained with all its data.

If you want to keep some data from both records, select the radio button next to the data you wish to keep. If you select data in the record which will be deleted, it will over-ride the data in the record you are keeping in the corresponding field.

When you are ready, click the Merge button.

The following message is displayed.

Click OK in the message box.

If the merge is successful, the Accounts screen will be displayed.

Return to the Contacts screen. Only one contact record for the person remains. The merge is complete

You can return to the Lightning view by clicking on Switch to Lighting Experience? at the top of the screen.

You must ensure that the customer's website account now matches the Salesforce contact record. See Clean up website accounts for instructions.