Managing Duplicate Data

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In prepping for your move from Desk to Service Cloud, it is important to consider that there is the potential for duplicate data in Service Cloud post migration. This is less of an issue if you are moving to a completely new Service Cloud organization, however it is still something to keep in mind.

In Desk.com, duplicate Customers are prevented because only one customer may have an email address and Companies are unique by the name field. This is not necessarily the case in Service Cloud. Below are some things to consider.
  1. Importing Data
    1. Clean up data prior to migration
      1. Is the data from the source system clean?
      2. Consider preprocessing the data in Excel
        1. Standardize Names, Address Information etc.
    2. Look at your business requirements and consider the data model in Salesforce
      1. Out of the box, a contact in Salesforce a contact can only be related to one account. (e.g. It has 1 parent account). If you need the flexibility to associate a contact with more than one account consider using 'Contacts to Multiple Accounts'
        1. https://trailhead.salesforce.com/en/modules/admin_intro_accounts_contacts/units/admin_intro_accounts_contacts_relationships
    3. Add a temporary unique id to each record
      1. This will allow you to refer back to the record once it is inserted in Salesforce
    4. For existing orgs
      1. Temporarliy, disable any existing Duplicate Rules, Validation rules and Apex Triggers to ensure all records are migrated over and not blocked.
  2. Duplicate Cleanup
    1. Develop a cleanup strategy and define requirements.
      1. What constitutes a duplicate record? Is it one field value or a combination of field values? e.g. First Name, Middle Name, and Last Name.
      2. When merging duplicate records which records 'wins'? e.g. Will it be the newest, oldest, last updated record?
        1. Keep in mind that when records are 'merged' the other is deleted.
        2. What fields do I want to keep? The values from Record A, values from Record B, Both?
      3. Consider child records (Very Important)
        1. Records can have many children.
          1. Example. A contact may be a parent for say a custom object called resources__c. In other words on the Custom Object resources__C , there is a lookup field to the Contact object.
            1. Contact A has many resource records
            2. Contact B has many resource records
            3. Contact B is the record that you want to keep
          2. Ensure that resource records are correctly reparented to Contact B
    2. Leverage the AppExchange for Tools to detect and merge duplicate records. These tools include advanced features to find duplicates that include typos and different misspellings.
      1. DemandTools (Significant discounts for SMB)
        1. https://appexchange.salesforce.com/listingDetail?listingId=a0N300000016bXjEAI
      2. Duplicate Check for Salesforce (Freemium)
        1. https://appexchange.salesforce.com/listingDetail?listingId=a0N300000058vzKEAQ
      3. Cloudingo (Free Trial)
        1. https://appexchange.salesforce.com/listingDetail?listingId=a0N30000004gHkoEAE
  3. Ongoing Duplicate Prevention
    1. Include Duplicate Prevention and Cleansing as part of your Data Management Plan.
      1. Resolve and Prevent Duplicate Data by activating Salesforce Duplicate Management
        1. Customize Duplicate Management Rules and Reports
          1. Create Duplicate Rules to determine which actions to take on duplicate records
          2. Create Matching Rules to identify duplicate records
        2. Report on Duplicate record Creation with Salesforce Reports
          1. Create reports and dashboards to inform\
          2. Leverage the AppExchange
            1. Data Quality Analysis Dashboards App
              1. https://appexchange.salesforce.com/listingDetail?listingId=a0N300000016cshEAA
 
  1. https://trailhead.salesforce.com/en/modules/sales_admin_duplicate_management/units/sales_admin_duplicate_management_unit_1
  2. https://trailhead.salesforce.com/en/modules/sales_admin_duplicate_management/units/sales_admin_duplicate_management_unit_2
  3. https://trailhead.salesforce.com/modules/sales_admin_duplicate_management/units/sales_admin_duplicate_management_unit_1
  4. https://trailhead.salesforce.com/modules/sales_admin_duplicate_management/units/sales_admin_duplicate_management_unit_2
  5. https://help.salesforce.com/articleView?id=duplicate_rules_map_of_reference.htm
  6. https://help.salesforce.com/articleView?id=matching_rule_map_of_reference.htm
  7. https://help.salesforce.com/articleView?id=managing_duplicates_overview.htm