When you click the [Merge] button on the duplicate page, the unique data from all merged records are saved in one resulting record automatically. As a result:
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The record with the earliest date in the [Created on] field is used.
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The unique values of the fields and details of the duplicate records are saved in the resulting record. All activities, calls, leads, etc. that were connected to the merged records will be available on the details of the resulting record.
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Identical phone numbers will not be duplicated even if different types are specified, e.g., if the same phone number is specified as a business and mobile phone.
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Identical communication options, addresses, and noteworthy events will not be duplicated.
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If some field values are different (e.g., full name, phone numbers, etc.), you can select which values will be saved in the resulting record. You can also select which text note will remain after merging.
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All external links that point to the merged duplicate records will point to the resulting record.
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Creatio saves the feed posts of all merged records in the resulting record.
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If any of the merged records are referenced in the records of other sections, e.g., in the [Primary contact] field or in the [Contacts of accounts] detail of the [Accounts] section, the resulting record will keep the connections to records from other sections after merging.
An example of saving data when merging duplicates
If values for the same field are different, you need to specify which data is to be saved to the resulting record when merging.
An example of which data is saved in the resulting records after merging is available in the table below:
| Field | Duplicate 1 | Duplicate 2 | Duplicate 3 | Resulting record |
|---|---|---|---|---|
| [Full name] | Barber Andrew | Andrew Barber | A. Barber | Decided by the user |
| [Type] | — | Client | Contact person | Decided by the user |
| [Account] | — | Infocom | — | Infocom |
| [Mobile phone] | — | +1 206 5871036 | +1-206-587-10-36 | Decided by the user |
| [Business phone] | +1 206 480-3801 | — | +1 206 480-3801 | Decided by the user |
| [Email] | a.barber1891@gmail.com | a_barber1891@gmail.com | — | Decided by the user |
| [Skype] | barber_andrew | — | — | barber_andrew |
A window for merging duplicates will open (Fig. 1).
Fig. 1 Resolving deduplication conflicts
Select the radio button 
next to the records to be merged and click the [Merge] button.
Only one record will be saved after merging. All objects that were connected to the merged records will now be connected to this record. For example, if the radio buttons are selected as it is shown on the picture (Fig. 1), the resulting record will contain the following data:
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[Full name]: Andrew Barber
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[Type]: Customer
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[Business phone] +1 206 480-3801
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[Mobile phone] +1-206-587-10-36
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[Email] a.barber1891@gmail.com
See also
•How to search for duplicates when saving records
