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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Merge button doesn'...
Customer experience | Sales, Customer Insights,...
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Merge button doesn't appear on Lead Entity

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Posted on by Sven Vervynckt 115

For one of our customers, the "Merge" button doesn't appear when selecting 2 Leads (not on the Home screen Ribbon nor the Subgrid Ribbon), while these buttons appear just fine for Account and Contact. 

lead_5F00_merge_5F00_button.png

I have checked the following: 

  • Users have the correct access described here. Not that it matters a lot, as me (as a System Administrator) also can't see the button while testing.
  • I've enabled the Hybrid Experience. 

    hybrid.png

  • There are no customizations done to the Merge button using the Ribbon Workbench. No enable rules ore display rules are present. 

We are running Version 1710 (9.2.21063.131) online. 

Any help would be highly appreciated. 

Kind regards

Sven

I have the same question (0)
  • Verified answer
    mobeenmohsin Profile Picture
    mobeenmohsin on at
    RE: Merge button doesn't appear on Lead Entity

    Hi Sven,

    Please help to use https://powerapps.microsoft.com/en-us/blog/introducing-command-checker-for-model-app-ribbons/ to identify what is wrong with display and enable rules. If you can't see the button in command checker, create one new button using ribbon workbench and use the command definition from any working environment. Thank you.

    Best Regards,

    Mobeen Mohsin

  • Sven Vervynckt Profile Picture
    Sven Vervynckt 115 on at
    RE: Merge button doesn't appear on Lead Entity

    Thanks for the suggestion, this was indeed a valid scenario to still check. Unfortunately the button doesn't even show up in the Command Checker. 

    ribbon_5F00_no_5F00_merge.png

    While in the Ribbon Workbench the button is shown and not customized (so no custom display rules are triggered). 

    workbench_5F00_screenshot.png

    Kind regards

    Sven V. 

  • Verified answer
    mobeenmohsin Profile Picture
    mobeenmohsin on at
    RE: Merge button doesn't appear on Lead Entity

    Hi Sven,

    In this scenario, please help to check enable and disable rules of button command as there might be problem with that. If you still unable to solve the problem, you can create new button with same action, display and enable rules.

    Thanks.

    Mobeen

  • Suggested answer
    wappiwy Profile Picture
    wappiwy 10 on at
    RE: Merge button doesn't appear on Lead Entity

    I found the solution for this issue by using the Ribbon Workbench (XRM Toolbox) for the Lead table. I right-clicked on the MERGE-button -> "Customise Command" and found a Display Rule "Mscrm.HideOnModern" which I disabled for the Command "Mscrm.HomepageGrid.lead.MergeRecords".

    Et voilá, I can now merge Leads.

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