Manage Duplicate Records in Salesforce PREVIEW

Transcription

1 Manage Duplicate Records in Salesforce Salesforce, Winter 18 PREVIEW Note: This release is in preview. Features described in this document don t become generally available until the latest general availability date that Salesforce announces for this release. Before then, and where features are noted as beta, pilot, or developer preview, we can t guarantee general availability within any particular time frame or at all. Make your purchase decisions only on the basis of generally available products and Last updated: August 17, 2017

2 Copyright salesforce.com, inc. All rights reserved. Salesforce is a registered trademark of salesforce.com, inc., as are other names and marks. Other marks appearing herein may be trademarks of their respective owners.

3 CONTENTS Manage Duplicate Records Help Your Users Minimize or Merge Duplicates Deter or Prevent Users from Creating Duplicate Records Let Users View and Merge Duplicate Records in Lightning Experience Use Duplicate Record Sets to Merge Duplicates in Lightning Experience What Salesforce Classic Users See When You Activate Duplicate Rules What Happens When You Activate Duplicate Rules Customize Duplicate Management Rules and Reports Create or Edit Duplicate Rules Create or Edit Matching Rules Generate Reports on Duplicate Records Use Duplicate Record Sets for Managing Duplicates View Duplicate Error Logs How Duplicate Management Works with Data.com Prospector and Data.com Clean Duplicate Rule Reference Things to Know About Duplicate Rules Standard Account Duplicate Rule Standard Person Account Duplicate Rule Standard Contact Duplicate Rule Standard Lead Duplicate Rule Matching Rule Reference Standard Matching Rules Standard Account Matching Rule Standard Person Account Matching Rule Standard Contact and Lead Matching Rule Matching Criteria for Matching Rules Matching Methods Used with Matching Rules Matching Algorithms Used with Matching Methods Match Keys Used with Matching Rules Normalization Criteria for Matching Rule Match Keys Matching Rule Examples

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5 MANAGE DUPLICATE RECORDS Maintaining clean and accurate data is one of the most important things you can do to get the most out of Salesforce. Use Duplicate Management to control whether and when users can create duplicate accounts, contacts, and leads, customize the logic used to identify duplicates and the user interface for handling them, and create reports on duplicates that users save. Duplicate Management is set up and activated by default for business accounts, contacts, and leads. To use Duplicate Management for person accounts, first enable person accounts, and then activate person account matching and duplicate rules in Setup. Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions 1

6 HELP YOUR USERS MINIMIZE OR MERGE DUPLICATES Help your sales teams maintain great relationships with customers, and keep your leads, accounts, and contacts clutter free. By activating duplicate rules, you can determine what users see when they try to save or enter data on a record identified as a possible duplicate. You can also give them permission to merge duplicate leads, business and person accounts, and contacts. Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions IN THIS SECTION: Deter or Prevent Users from Creating Duplicate Records When a user is in the process of creating or editing a record, you can show a warning if the new data duplicates an existing record. You can even block users from creating duplicates altogether. Activate a duplicate rule for accounts, contacts, or leads and, if you want, adjust how the rule handles duplicates. Let Users View and Merge Duplicate Records in Lightning Experience By showing sales reps duplicates in Salesforce, you can help sales reps avoid spoiling customer relationships inadvertently and wreaking havoc on your data. Use duplicate rules to detect and display duplicates of different kinds (contacts, business and person accounts, and leads). Users with permission can merge duplicates on the same object. Use Duplicate Record Sets to Merge Duplicates in Lightning Experience Your users can view duplicate record sets and merge duplicate records in each set. What Salesforce Classic Users See When You Activate Duplicate Rules When you ve created and activated duplicate rules and your users try to save a record that s identified as a possible duplicate, users are given guidance on how to proceed. What Happens When You Activate Duplicate Rules Duplicate management applies two kinds of rules to new and edited records: matching rules, which identify possible duplicates, and duplicate rules, which determine what happens when a duplicate is detected. Each duplicate rule includes one or more matching rules. Duplicate rules and matching rules are available for business accounts, person accounts, contacts, leads, and custom objects. You can create custom duplicate rules and custom matching rules. Deter or Prevent Users from Creating Duplicate Records When a user is in the process of creating or editing a record, you can show a warning if the new data duplicates an existing record. You can even block users from creating duplicates altogether. Activate a duplicate rule for accounts, contacts, or leads and, if you want, adjust how the rule handles duplicates. Suppose that you ve activated a duplicate rule for leads, and the associated matching rule matches records with the same phone number. Let s look at a few examples: Set your duplicate rule to warn sales reps when they re about to create a duplicate Change the setting to block them from creating duplicates Prevent reps from creating duplicates of records they don t have permission to view EDITIONS Available in: Lightning Experience, Salesforce Classic, and Salesforce1 Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions 2

7 Help Your Users Minimize or Merge Duplicates Deter or Prevent Users from Creating Duplicate Records 1. In Setup, in the Quick Find box, enter Duplicate Rules and then click Duplicate Rules. Set your lead duplicates rule to display the default alert when sales reps are about to create a duplicate. Now suppose that a sales rep starts creating a record, entering a phone number that matches a phone number already in Salesforce. Salesforce shows a message with a link. The rep can save the new record or click View Duplicates to see the existing records. In this example, the new record duplicates two leads and a contact. 2. Now try blocking sales reps from creating duplicates. A rep can click to view duplicates but can t save a new one. 3

8 Help Your Users Minimize or Merge Duplicates Let Users View and Merge Duplicate Records in Lightning Experience 3. As a third example, suppose that a rep starts creating a lead, and the data duplicates a record that the rep doesn t have permission to view. You can still prevent the rep from creating a duplicate. Make the rule identify all potential duplicates by selecting Bypass sharing rules. Salesforce alerts the rep that the new record is a duplicate and allows or blocks it according to your rule. But it doesn t display any information about the record that the rep doesn t have permission to view. Let Users View and Merge Duplicate Records in Lightning Experience By showing sales reps duplicates in Salesforce, you can help sales reps avoid spoiling customer relationships inadvertently and wreaking havoc on your data. Use duplicate rules to detect and display duplicates of different kinds (contacts, business and person accounts, and leads). Users with permission can merge duplicates on the same object. If you activate a duplicate rule, you can alert sales reps to duplicates by showing a potential duplicates card on record home pages. EDITIONS Available in: Lightning Experience Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions USER PERMISSIONS You can switch from the card to a temporary toast message (or display both alerts). To view duplicate and matching rules: View Setup and Configuration To create, edit, delete, activate, and deactivate duplicate and matching rules: Customize Application 1. In Setup, in the Quick Find box, find Lightning App Builder. 4

9 Help Your Users Minimize or Merge Duplicates Let Users View and Merge Duplicate Records in Lightning Experience 2. On accounts, contacts, or leads, add the Potential Duplicates component. 3. If you like, select a different option to alert sales reps to duplicates. Although you can t add the Potential Duplicates component to custom objects, you can configure duplicate rules to detect custom-object records that duplicate an account, contact, or lead. Sometimes a view of duplicates is all the information a sales rep needs. But a rep who has permission to merge duplicates can choose up to three records on the same object to merge. 5

10 Help Your Users Minimize or Merge Duplicates Let Users View and Merge Duplicate Records in Lightning Experience Before merging, the rep can choose the correct value for each field. 6

11 Help Your Users Minimize or Merge Duplicates Use Duplicate Record Sets to Merge Duplicates in Lightning Experience Use Duplicate Record Sets to Merge Duplicates in Lightning Experience Your users can view duplicate record sets and merge duplicate records in each set. Suppose that you ve selected the option to report on duplicates identified using a duplicate rule. When a user saves a record identified as a duplicate, the following happens. The saved record and all its duplicates, up to 100, are assigned to a new or existing duplicate record set. The saved record and each of its duplicates are listed as duplicate record items in the duplicate record set. If the duplicate rule is configured to find duplicates across objects, all cross-object duplicates are listed as duplicate record items in the duplicate record set. 1. Open the App Launcher and find Duplicate Record Sets. EDITIONS Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions USER PERMISSIONS To view duplicate record items: View on accounts, contacts, or leads To merge duplicate record items (Lightning Experience only): Edit and Delete on accounts, contacts, or leads 2. Create a record set, add records to an existing set, or delete a set. Or compare the records in a set and merge them. Records you merge must be all accounts, all contacts, or all leads. 7

12 Help Your Users Minimize or Merge Duplicates What Salesforce Classic Users See When You Activate Duplicate Rules What Salesforce Classic Users See When You Activate Duplicate Rules When you ve created and activated duplicate rules and your users try to save a record that s identified as a possible duplicate, users are given guidance on how to proceed. EDITIONS Available in: Salesforce Classic Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions All duplicate rules include a system-generated message (1) that tells the user how many possible duplicates were found. The number of possible duplicates includes only the records the user has access to, even if the duplicate rule s record-level security was set to Bypass sharing rules. (The Bypass sharing rule option tells the associated matching rule to compare all records, regardless of the user s access.) If the user doesn t have access to any of the records that are identified as possible duplicates, then this message just says there are duplicates detected and the number of duplicates isn t included. The list of possible duplicates displayed only includes records the user has access to. If your duplicate rule includes an alert, it will appear beneath the system-generated message (2). If your duplicate rule allows users to save a record even though it might be a possible duplicate, the Save (Ignore Alert) button is present (3). If your duplicate rule blocks users from saving a record that is a possible duplicate, the Save button is present but the record cannot be saved successfully until the user makes the necessary changes to the record so it s no longer flagged as a possible duplicate. The list of possible duplicates (4) includes only records the user has access to. The fields shown in the list include only fields the user has access to (up to the first 7 fields that were compared by the associated matching rule). A maximum of 5 records are displayed 8

13 Help Your Users Minimize or Merge Duplicates What Happens When You Activate Duplicate Rules in this list, but if more than 5 duplicates are found, users can click Show All >> to see full list of records, up to 100. Records are listed in the order they were last modified. Users can go directly to one of the records in the list by clicking on its link. The highlighted fields (5) are the fields that were compared by the associated matching rule and determined to match. What Happens When You Activate Duplicate Rules Duplicate management applies two kinds of rules to new and edited records: matching rules, which identify possible duplicates, and duplicate rules, which determine what happens when a duplicate is detected. Each duplicate rule includes one or more matching rules. Duplicate rules and matching rules are available for business accounts, person accounts, contacts, leads, and custom objects. You can create custom duplicate rules and custom matching rules. Available in: Lightning Experience and Salesforce Classic Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions 1. When a sales rep creates, clones, or edits a record, Salesforce uses one or more matching rules to compare the record with others. A single matching rule can compare records on the same object (such as leads) or one other object (for example, contacts that duplicate leads). 2. If duplicates exist according to the rule, Salesforce can alert sales reps and list the possible duplicates or block sales reps from creating duplicates altogether. 3. Duplicate rules include the option to generate reports on records created after a duplicate rule is applied. Use duplicate reports to see how your duplicate rules are working. Duplicate reports are based on duplicate record sets list views of duplicate records. Duplicate record sets are generated with duplicate reports. You can also create and add to them. In Lightning Experience, you can merge the duplicates listed in duplicate record sets. 9

14 Help Your Users Minimize or Merge Duplicates What Happens When You Activate Duplicate Rules 10

15 CUSTOMIZE DUPLICATE MANAGEMENT RULES AND REPORTS Get the most out of Duplicate Management by customizing it to keep up with other customizations you make. Duplicate Management is based on two kinds of rules: a duplicate rule and a matching rule. A duplicate rule tells Salesforce what action to take when duplicates are identified. It includes matching rules, which define how records are compared to identify possible duplicates. Adjust the rules for example, apply different duplicate rules to different user profiles. Manage and merge duplicates using duplicate record sets groups of duplicate records. Generate reports of duplicate records, and view error logs. Available in: Lightning Experience and Salesforce Classic Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions IN THIS SECTION: Create or Edit Duplicate Rules Use duplicate rules to define what happens when a user tries to save a duplicate record. Create or Edit Matching Rules Use matching rules to determine how records are compared and identified as duplicates. Generate Reports on Duplicate Records Use duplicate record reports to see how well your duplicate rules are working. To generate a report on duplicate records detected by a rule, select the Report option in a duplicate rule. Then create a custom report type corresponding to objects in the rule, and create reports based on the report type. Use Duplicate Record Sets for Managing Duplicates Use duplicate record sets with duplicate record reports to fine-tune your duplicate rules and manage duplicates. In Lightning Experience, you can also merge duplicates in duplicate record sets. View Duplicate Error Logs View any system errors that prevent the duplicate rules or matching rules from running. 11

16 Customize Duplicate Management Rules and Reports Create or Edit Duplicate Rules Create or Edit Duplicate Rules Use duplicate rules to define what happens when a user tries to save a duplicate record. To see the list of possible duplicates detected by the duplicate rule, users must have read access to the object defined in the rule. 1. From Setup, in the Quick Find box, enter Duplicate Rules, and then select Duplicate Rules. 2. To edit a rule, click the rule name, and then click Edit. To create a rule, click New Rule, and then select the object you want the rule to apply to. 3. Enter the rule details, including the rule s name, description, and record-level security settings. 4. Select the action you want when a user tries to save a duplicate record. We provide alert text that you can customize. 5. In the Matching Rules section, first select the object to compare records on. Then select the matching rule that determines how records are identified as duplicates. The list includes all available matching rules for the selected object. If none of the matching rules in the list is what you want, select Create New Matching Rule. Tip: If you create a matching rule, we recommend that you finish creating your duplicate rule first. Then create and activate the matching rule. The new matching rule is automatically associated with the duplicate rule. 6. Select the field mapping for each matching rule, if needed. If the matching rule compares records from two different objects or uses custom fields: EDITIONS Available in: Salesforce Classic and Lightning Experience Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions USER PERMISSIONS To create, edit, or delete duplicate rules: Customize Application To activate and deactivate duplicate rules: Customize Application To view duplicate rules: View Setup and Configuration Decide how you want the fields from the first object to be compared to the fields from the second object. For example, map a custom field called Work to the standard field. Some data can be truncated before two text fields with different maximum lengths are matched. 7. If you want your duplicate rule to run only if specific conditions are met, specify the conditions. For example, add a condition so that the rule runs only if the record was created by a user with a certain profile or role. Or set a condition for the rule to run only if the record includes a specific country or state. 8. Save and activate the rule. For the activation to succeed, all associated matching rules must be active. 9. If you have more than one active duplicate rule for a particular object, consider adjusting the order in which the rules are processed. You can reorder rules by clicking Reorder on any rule s detail page. Tip: If the first duplicate rule finds a match for a particular record, subsequent duplicate rules skip that record. Arrange your duplicate rules so that rules with the Block option are run before rules with the Allow option. 12

17 Customize Duplicate Management Rules and Reports Create or Edit Matching Rules Create or Edit Matching Rules Use matching rules to determine how records are compared and identified as duplicates. 1. From Setup, in the Quick Find box, enter Matching Rules, and then select Matching Rules. 2. If editing an existing matching rule, make sure that the rule is inactive. 3. Click New Rule or Edit. 4. Apply this matching rule to an object. 5. Enter a name and description for the rule. 6. Enter the matching criteria. The matching criteria define which fields to compare and how. To add fields (up to 10 total) or adjust the matching equation (for example to change an AND expression to an OR expression), add filter logic. 7. Save and activate the rule. The activation process can take some time. We send you an when your matching rule is ready to use. When a matching rule is active, it s available to use with other Duplicate Management tools, such as duplicate rules. EDITIONS Available in: Salesforce Classic and Lightning Experience Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions USER PERMISSIONS To create, edit, or delete matching rules: Customize Application To activate and deactivate matching rules: Customize Application To view matching rules: View Setup and Configuration Generate Reports on Duplicate Records Use duplicate record reports to see how well your duplicate rules are working. To generate a report on duplicate records detected by a rule, select the Report option in a duplicate rule. Then create a custom report type corresponding to objects in the rule, and create reports based on the report type. Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions Users must have a Lightning Sales Cloud, Lightning Service Cloud, or Lightning CRM license for you to grant access to duplicate record sets and duplicate record items. Duplicate reports include these records. Duplicates created when a rule alerts a user to a possible duplicate but the user creates the duplicate anyway Records manually added to a duplicate record set 1. In a duplicate rule, select the Report option for create, edit, or both. Save the rule. USER PERMISSIONS To create or update custom report types: Manage Custom Report Types To delete custom report types: Modify All Data 2. In Setup, in the Quick Find box, find Report Types. Create a report type and select Account, Contact, Lead, or Duplicate Record Set as the primary object. If you use person accounts, distinguish them from business accounts by adding the Is Person Account field in the field layout properties for your report type. 13

18 Customize Duplicate Management Rules and Reports Use Duplicate Record Sets for Managing Duplicates 3. Click Next. Relate Duplicate Record Items to the primary object you selected. Save the report type. 4. Give your users access to the Duplicate Record Set and Duplicate Record Items objects so that they can create reports based on the custom record type you ve created. Example: Let s say that you re using the standard duplicate rule for leads, and you want to report on the duplicate leads that your rule detected. Create a custom report type with Lead as the primary object. Then create reports based on that report type. Or let s say that you want to get a view of how well your duplicate rules are working overall. Create a custom report type with Duplicate Record Sets as the primary object. Then create reports based on that report type. Use Duplicate Record Sets for Managing Duplicates Use duplicate record sets with duplicate record reports to fine-tune your duplicate rules and manage duplicates. In Lightning Experience, you can also merge duplicates in duplicate record sets. Note: If a lead is identified as a duplicate but converted before the duplicate record set is created, the converted lead isn t included in the duplicate record set. InnLightning Experience, open the App Launcher and find Duplicate Record Sets. In Salesforce Classic, click the Duplicate Record Sets tab. EDITIONS Available in: Salesforce Classic and Lightning Experience Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions USER PERMISSIONS To view duplicate record items: View on accounts, contacts, or leads To merge duplicate record items: Edit and Delete on accounts, contacts, or leads View Duplicate Error Logs View any system errors that prevent the duplicate rules or matching rules from running. Available in: Lightning Experience and Salesforce Classic Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions USER PERMISSIONS To view error logs: View Setup and Configuration 1. From Setup, in the Quick Find box, enter Duplicate Error Logs and then select Duplicate Error Logs. View any errors that have occurred. Error logs are deleted after 90 days. 14

19 Customize Duplicate Management Rules and Reports View Duplicate Error Logs Example: Here are some scenarios that can produce errors. The match engine used for fuzzy matching is temporarily unavailable. Any matching rules that include fuzzy matching methods don t run. The Report option on duplicate rules fails because the system can t create a duplicate record set. 15

20 HOW DUPLICATE MANAGEMENT WORKS WITH DATA.COM PROSPECTOR AND DATA.COM CLEAN Adding Records with Data.com Prospector It depends on what your organization s Data.com duplicate preferences are. If your organization does not allow duplicate records to be added to Salesforce from Data.com, then Data.com blocks duplicate records from being added to Salesforce and the duplicate rule doesn t run. The user trying to add records from Data.com receives an error log detailing which records couldn t be added because they re duplicates. If your organization allows duplicate records to be added to Salesforce from Data.com, then the duplicate rules run. The duplicate rule determines if the duplicate record is allowed or blocked. Records blocked by the duplicate rule appear in the error log. EDITIONS Available in: Salesforce Classic and Lightning Experience Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions Updating Records with Data.com Clean It depends on what your organization s duplicate rules are. If your duplicate rule is set to block duplicates on edit, then a record can t be cleaned if cleaning creates a duplicate. For Clean jobs, if your duplicate rule is set to block or alert, then a record can t be cleaned if the cleaning creates a duplicate. An entity error appears in the Clean Jobs History table for any record that can t be cleaned during a job. If your duplicate rule is set to allow duplicates on edit, then a record can be cleaned even if it creates a duplicate. In addition, no alert displays when manually cleaning records even if your duplicate rule is set to alert. 16

21 DUPLICATE RULE REFERENCE Standard duplicate rules are set up and activated by default for business accounts, contacts, and leads. To use the standard person account duplicate rule, first enable person accounts, and then activate the standard person account matching and duplicate rules in Setup. Each standard duplicate rule has a corresponding standard matching rule that determines how records are identified as duplicates. Available in: Lightning Experience and Salesforce Classic Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions IN THIS SECTION: Things to Know About Duplicate Rules Considerations for duplicate rules involve the design of standard rules, preliminary comparisons of records, edited fields, custom picklists, conditions when duplicate rules don t run and when no duplicates are displayed, the timing of saves, Translation Workbench, and limits. Standard Account Duplicate Rule Like all duplicate rules, the standard duplicate rule used for account records defines what happens when you try to save a duplicate record. If you try to save a new account, Salesforce shows an alert. Standard Person Account Duplicate Rule The standard duplicate rule used for person accounts defines what happens when you try to save a duplicate person account record. To use this rule, enable person accounts, and then activate the standard person account matching and duplicate rules in Setup. Standard Contact Duplicate Rule Like all duplicate rules, the standard duplicate rule used for contact records defines what happens when you try to save a duplicate record. If you try to save a new contact, Salesforce shows an alert. This rule matches contacts that duplicate other contacts and leads that duplicate contacts. If your org was created before Summer 17, your default duplicate rule matches only contacts that duplicate other contacts. However, a new rule which matches leads that duplicate contacts is available to activate in Setup. Standard Lead Duplicate Rule Like all duplicate rules, the standard duplicate rule used for lead records defines what happens when you try to save a duplicate record. If you try to save a new lead, Salesforce shows an alert. This rule matches leads that duplicate other leads and contacts that duplicate leads. If your org was created before Summer 17, your default duplicate rule matches only leads that duplicate other leads. However, a new rule which matches contacts that duplicate leads is available to activate in Setup. Things to Know About Duplicate Rules Considerations for duplicate rules involve the design of standard rules, preliminary comparisons of records, edited fields, custom picklists, conditions when duplicate rules don t run and when no duplicates are displayed, the timing of saves, Translation Workbench, and limits. Available in: Lightning Experience and Salesforce Classic Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions 17

22 Duplicate Rule Reference Things to Know About Duplicate Rules Design of Standard Rules The standard duplicate rules are designed to work with the standard matching rules to return the best possible match candidates. They aren t editable. Preliminary Comparison Match keys are used to do a preliminary comparison between the saved record and existing records. This preliminary comparison results in a maximum of 100 possible matches. If there are more than 100 possible matches, the secondary comparison between these records and the saved record doesn t necessarily find duplicates because the comparison looks only at those first 100 matches. How Rules Operate on Edited Fields You can configure a duplicate rule to perform an action when a record is created and edited. However, the rule only runs for edited records if the fields being edited are included in the associated matching rule. Custom Picklists Custom picklists aren t supported when they re included in a matching rule used in a cross-object duplicate rule. Conditions When Duplicate Rules Don t Run Duplicate rules don t run under the following conditions. Records are created using Quick Create or Community Self-Registration Leads are converted to accounts or contacts and Use Apex Lead Convert isn t enabled Records are restored with the Undelete button Records are added using Lightning Sync Records are manually merged A Self-Service user creates records and the rules include conditions based on the User object Duplicate rule conditions are set for lookup relationship fields and records with no value for these fields are saved. For example, you have a condition that specifies a duplicate rule only runs when Campaign DOES NOT CONTAIN Salesforce. Then, if you add a record with no value for the Campaign field, the duplicate rule doesn t run. Situations When No Duplicates Are Displayed If a duplicate rule is set to display an alert, users are blocked from saving records and do not see a list of duplicates when: Records are added using the data import tools A person account is converted to a business account (and the newly created business account matches existing business accounts) Records are added or edited using Salesforce APIs Timing of Saves If you re saving multiple records simultaneously and your duplicate rules are set to Block or Alert, records within the same save aren t compared to each other. They are only compared with records already in Salesforce. This behavior doesn't affect the Report option, and duplicate record sets include records that match other records in the same save. Translation Workbench The Translation Workbench doesn t support the customizable alert text in duplicate rules. Limits Up to 5 active duplicate rules are allowed per object. Up to three matching rules are allowed per duplicate rule, and each matching rule must be of a different object. 18

23 Duplicate Rule Reference Standard Account Duplicate Rule Standard Account Duplicate Rule Like all duplicate rules, the standard duplicate rule used for account records defines what happens when you try to save a duplicate record. If you try to save a new account, Salesforce shows an alert. Rule Details Rule Name Description Object Record-Level Security Standard Account Duplicate Rule Identify accounts that duplicate other accounts. Account Enforce Sharing Rules Actions Action options specify what happens when you try to save a duplicate record. Action On Create Action On Edit Alert Text Allow: Alert and Report Allow: Report Use one of these records? Matching Rules Matching rules define how duplicates are identified. At least 1 matching rule must be specified for a duplicate rule. Compare Account With Matching Rule Matching Criteria Field Mapping Accounts Standard Account Matching Rule Matching rule for account records Mapping Selected Standard Person Account Duplicate Rule The standard duplicate rule used for person accounts defines what happens when you try to save a duplicate person account record. To use this rule, enable person accounts, and then activate the standard person account matching and duplicate rules in Setup. Duplicate Rule Rule Name Standard Person Account Duplicate Rule 19

24 Duplicate Rule Reference Standard Contact Duplicate Rule Description Object Record-Level Security Duplicate rule for person account records Person account Enforce Sharing Rules Actions Action options specify what happens when you try to save a duplicate record. Action On Create Action On Edit Alert Text Allow: Alert and Report Allow: Report Use one of these records? Matching Rules Matching rules define how duplicates are identified. At least 1 matching rule must be specified for a duplicate rule. Compare Account With Matching Rule Matching Criteria Field Mapping Person Accounts Standard Person Account Matching Rule Matching rule for person account records Mapping Selected Standard Contact Duplicate Rule Like all duplicate rules, the standard duplicate rule used for contact records defines what happens when you try to save a duplicate record. If you try to save a new contact, Salesforce shows an alert. This rule matches contacts that duplicate other contacts and leads that duplicate contacts. If your org was created before Summer 17, your default duplicate rule matches only contacts that duplicate other contacts. However, a new rule which matches leads that duplicate contacts is available to activate in Setup. Rule Details Rule Name Description Object Record-Level Security Standard Contact Duplicate Rule Identify contacts that duplicate other contacts and leads. Contact Enforce Sharing Rules 20

25 Duplicate Rule Reference Standard Lead Duplicate Rule Actions Action options specify what happens when you try to save a duplicate record. Action On Create Action On Edit Alert Text Allow: Alert and Report Allow: Report Use one of these records? Matching Rules Matching rules define how duplicates are identified. At least 1 matching rule must be specified for a duplicate rule. Compare Account With Matching Rule Matching Criteria Field Mapping Contacts and leads Standard Contact Matching Rule, Standard Lead Matching Rule Matching rule for contact and lead records Mapping Selected Standard Lead Duplicate Rule Like all duplicate rules, the standard duplicate rule used for lead records defines what happens when you try to save a duplicate record. If you try to save a new lead, Salesforce shows an alert. This rule matches leads that duplicate other leads and contacts that duplicate leads. If your org was created before Summer 17, your default duplicate rule matches only leads that duplicate other leads. However, a new rule which matches contacts that duplicate leads is available to activate in Setup. Rule Details Rule Name Description Object Record-Level Security Standard Lead Duplicate Rule Identify leads that duplicate other leads and contacts. Lead Enforce Sharing Rules Actions Action options specify what happens when you try to save a duplicate record. Action On Create Action On Edit Alert Text Allow: Alert and Report Allow: Report Use one of these records? 21

26 Duplicate Rule Reference Standard Lead Duplicate Rule Matching Rules Matching rules define how duplicates are identified. At least 1 matching rule must be specified for a duplicate rule. Compare Account With Matching Rule Matching Criteria Field Mapping Leads and contacts Standard Lead Matching Rule, Standard Contact Matching Rule Matching rule for lead and contact records Mapping Selected 22

27 MATCHING RULE REFERENCE Standard matching rules are set up and activated by default for business accounts, contacts, and leads. To use the standard person account matching rule, first enable person accounts, and then activate the standard person account matching and duplicate rules in Setup. Each standard matching rule has a corresponding standard duplicate rule that determines how to handle records identified as duplicates. Available in: Lightning Experience and Salesforce Classic Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions A matching rule is made up of individual fields assembled into an equation. Each field contains matching criteria that tell the rule how to compare the fields and the conditions for the specific field to be considered a match. After a matching rule is activated, one or more match keys are automatically created and applied to existing records. (Also known as indexing, this process improves performance and returns a better set of match candidates. The matching rule looks only for duplicates among records with the same match key.) When the matching rule is run, it compares the record s match keys against match keys for existing records. Then, for records that share match keys, the rule uses matching algorithms to compare fields and determine how closely the fields, and ultimately the records, match. If two records don t share match keys, they aren t considered duplicates and the matching algorithms aren t applied to them. For example, a simple matching rule can specify that if the values for and Phone match exactly, the records are possible duplicates. Or you can use various fuzzy matching methods to compare the fields. IN THIS SECTION: Standard Matching Rules We ve provided several standard matching rules that you can use with Duplicate Management. Each standard matching rule has been carefully designed to return the best possible set of match candidates for business accounts, person accounts, contacts, or leads. Standard matching rules can t be edited, but you can create custom matching rules. Matching Criteria for Matching Rules Matching rules use criteria to determine how closely a field on a new or edited record matches the same field on an existing record, and, ultimately, whether the two records are duplicates. When you create a custom matching rule, you need to define certain criteria. For standard matching rules, the criteria are already defined for you. Matching Methods Used with Matching Rules The matching method is the part of the matching rule s matching criteria that determines how a specific field in one record is compared to the same field in another record. Each matching method is further defined by normalization criteria, match key definitions, matching algorithms, and other criteria. Matching Algorithms Used with Matching Methods The matching method and its corresponding matching algorithms are part of the matching rule s matching criteria. They help determine how a specific field in one record is compared to the same field in another record and whether the fields are considered matches. Match Keys Used with Matching Rules Match keys increase the effectiveness of matching rules. Review how match keys are used to create match key values for standard matching rules. By understanding match keys, you ll get a better sense of how duplicate detection works. 23

28 Matching Rule Reference Standard Matching Rules Normalization Criteria for Matching Rule Match Keys As part of the process of creating match key values, matching rule field values are normalized. How a field value is normalized depends on several factors, including the matching method for that field, as specified in the matching rule. In addition, some commonly used fields, which are used in the standard matching rules, are specially normalized to optimize duplicate detection. Matching Rule Examples Here are examples of matching rules in action to show how records are compared and evaluated as duplicates. Standard Matching Rules We ve provided several standard matching rules that you can use with Duplicate Management. Each standard matching rule has been carefully designed to return the best possible set of match candidates for business accounts, person accounts, contacts, or leads. Standard matching rules can t be edited, but you can create custom matching rules. Available in: Lightning Experience and Salesforce Classic Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions IN THIS SECTION: Standard Account Matching Rule The standard account matching rule is set up and activated by default. Like all matching rules, this rule is made up of fields arranged into an equation, with matching criteria that determine whether two records match. It s been carefully designed to return the best possible set of account matches. Standard Person Account Matching Rule Like all matching rules, the standard person account matching rule is made up of fields arranged into an equation, with matching criteria that determine whether two records match. It s been carefully designed to return the best possible set of matches. To use the standard person account matching rule, first enable person accounts, and then activate the standard person account matching and duplicate rules in Setup. Standard Contact and Lead Matching Rule The standard contact and lead matching rule is set up and activated by default. Like all matching rules, this rule is made up of fields arranged into an equation, with matching criteria that determine whether two records match. It s been carefully designed to return the best possible set of contact and lead matches. Standard Account Matching Rule The standard account matching rule is set up and activated by default. Like all matching rules, this rule is made up of fields arranged into an equation, with matching criteria that determine whether two records match. It s been carefully designed to return the best possible set of account matches. Matching Equation Important: In order for the Standard Account Matching Rule to return matches accurately, the new or edited record must include a value in the Account Name and either the City or ZIP fields. 24

29 Matching Rule Reference Standard Account Matching Rule Rule Name Standard Account Matching Rule Matching Equation (Account Name AND Billing Street) OR (Account Name AND City AND State) OR (Account Name AND ZIP) OR (Account Name AND Phone) OR (Website AND Phone) OR (Website AND Billing Street) Matching Criteria For a definition of each matching criterion, see Matching Criteria for Matching Rules on page 31. Field Matching Algorithms Scoring Method Threshold Blank Fields Special Handling Account Name Acronym Edit Distance Maximum 70 Don t match Removes words such as Inc and Corp before comparing fields. Also, company names are normalized. For example, 1st National Bank is normalized to First National Bank. Phone Weighted Average 80 Don t Phone numbers are broken into sections and compared by those match on sections. Each section has its own matching method and match all sections score. The section scores are weighted to come up with 1 score expect for the field. This process works best with North American data. Area Code, International code (, 10% of field s match score) which Area code (, 50% of field s match score) ignores blank fields Next 3 digits (, 30% of field s match score Last 4 digits (, 10% of field s match score) For example, suppose that these two phone numbers are being compared: and All sections match exactly except the last 4 digits, so the field has a match score of 90, which is considered a match because it exceeds the threshold of 80. Billing Street Edit Distance Weighted Average 80 Don t match Addresses are broken into sections and compared by those sections. Each section has its own matching method and match score. The section scores are weighted to come up with 1 score for the field. This process works best with North American data. Street Number (, 20% of field s match score) Street Name (Edit Distance, 50% of field s match score) Street Suffix (, 15% of field s match score) Suite Number (, 15% of field s match score) 25

30 Matching Rule Reference Standard Person Account Matching Rule Field Matching Algorithms Scoring Method Threshold Blank Fields Special Handling For example, suppose that these two billing streets are being compared: 123 Market Street, Suite 100 and 123 Market Drive, Suite 300. Because only the street number and street name match, the field has a match score of 70, which is not considered a match because it s less than the threshold of 80. ZIP Weighted Average 80 Don t match ZIP codes are broken into sections and compared by those sections. Each section has its own matching method and match score. The section scores are weighted to come up with 1 score for the field. First 5 digits (, 90% of field s match score) Next 4 digits(, 10% of field s match score) For example, suppose these 2 ZIP codes are being compared: and Because only the first 5 digits match, the field has a match score of 90, which is considered a match because it exceeds the threshold of 80. City Edit Distance Maximum 85 Don t match Website Maximum 100 Don t match The prefix is appended to the website domain. For example, a field value becomes for matching purposes. Matching for an account record that has a website without the prefix identifies the record as a duplicate. Standard Person Account Matching Rule Like all matching rules, the standard person account matching rule is made up of fields arranged into an equation, with matching criteria that determine whether two records match. It s been carefully designed to return the best possible set of matches. To use the standard person account matching rule, first enable person accounts, and then activate the standard person account matching and duplicate rules in Setup. Matching Equation Rule Name Standard Person Account Matching Rule Note: Threshold for first three equations is 85; for fourth equation, threshold is 75. Matching Equation (First Name AND Last Name AND ) OR (First Name AND Last Name AND Mailing Street AND (City OR ZIP)) OR (First Name AND Last Name AND Phone ) 26

31 Matching Rule Reference Standard Person Account Matching Rule Rule Name Matching Equation OR (First Name AND Last Name AND Phone AND (City OR ZIP) AND Mailing Street AND Phone) Matching Criteria For a definition of each matching criteria, see Matching Criteria for Matching Rules on page 31. Fields on Contacts Fields on Leads Matching Algorithms Scoring Method Threshold Blank Fields Special Handling First Name First Name Initials Jaro-Winkler Distance Metaphone 3 Name Variant Maximum 85 and 75 Don t match (Ignores blank fields when is included in field grouping) If record contains a value for both the First Name and Last Name fields, those values are transposed to account for possible data entry mistakes. For example, if the first name is George and the last name is Michael, the matching rule also evaluates the first name as Michael and the last name as George. Last Name Last Name Keyboard Distance Metaphone 3 Maximum 90 and 75 Don t match (Ignores blank fields when is included in field grouping) If record contains a value for both the First Name and Last Name fields, those values are transposed to account for possible data entry mistakes. For example, if the first name is George and the last name is Michael, the matching rule also evaluates the first name as Michael and the last name as George. Account Name Company Acronym Edit Distance Maximum 70 Don t match Maximum 100 Don t match Phone Phone Weighted Average 80 Don t match on all sections expect Area Code, which ignores blank fields Phone numbers are broken into sections and compared by those sections. Each section has its own matching method and match score. The section scores are weighted to determine a single score for the field. This process works best with North American data. International code (, 10% of field s match score) Area code (, 50% of field s match score) Next 3 digits (, 30% of field s match score 27