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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Merging Accounts
Microsoft Dynamics CRM (Archived)

Merging Accounts

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Posted on by Janet Glasper 145

Hello,

I'm new to CRM and would like to know how to change, or if I can change how accounts are merged? Currently when I merge two accounts, the information related two other entities is moved to the surviving account. I don't want that information to be moved, but to stay with the deactivated account.


When the Merge Records dialog box pops up, there is no way of selecting or deselecting information in those two entities. We had a partner set this up and I'd like to make this change myself. Unfortunately, I don't know if there is any additional code running behind the scenes on this process.

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  • axelortiz_allegient Profile Picture
    axelortiz_allegient 185 on at
    RE: Merging Accounts

    You're welcome Janet. Hope it gets resolved soon and painlessly. Good luck.

  • Janet Glasper Profile Picture
    Janet Glasper 145 on at
    RE: Merging Accounts

    Yes, that's what I expected to happen as well. If it isn't on the form, it shouldn't move. I guess I have no choice but to contact a partner. Thank you for your time.  

  • axelortiz_allegient Profile Picture
    axelortiz_allegient 185 on at
    RE: Merging Accounts

    Janet, thank you for expanding on the issue. Having system admin privileges should give you full access to all entities, which is a good thing when you're trying to merge records un custom entities. Assuming that when you say the 'merged record's custom entity information' it means the deactivated record's information, I am not quite able to pin point is how this can happen out of the box. Normally, whatever information is not selected off the deactivated record will not transfer to the master record.

    Sounds like you have a workaround but I imagine it can be tedious to maintain.

    Are you able to contact the partner that setup this for you and verify if any customization is causing the merge feature to bring information from the 'slave' record into the 'master'?

  • Janet Glasper Profile Picture
    Janet Glasper 145 on at
    RE: Merging Accounts

    I'm trying to avoid custom code.

  • Janet Glasper Profile Picture
    Janet Glasper 145 on at
    RE: Merging Accounts

    Thank you for responding. Sorry, I wasn't clear the first time. Yes, the merge records dialog box appears. I do have admin rights as well. Hopefully this additional bit of information will help.  My account screen has information from two custom entities displayed on it. Once the records are merged, the surviving record now displays the merged record's custom entity information. I've managed to work around one the entities by deactivating the information ahead of time, but this doesn't work for the other one. I'm trying to avoid custom code and I hope this makes sense.

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Merging Accounts

    only possible through custom code,

    CRM  SDK\SDK\SampleCode\JS\DuplicateDetection\DuplicateDetection\sample_\duplicateDetection

    see the example, it will display duplicate merged records, from here call custom code to deactive the record instead of move

    or move and keep the records

    Please mark the answer as verified if it was helpful.

  • axelortiz_allegient Profile Picture
    axelortiz_allegient 185 on at
    RE: Merging Accounts

    Hi Janet, after reading your post multiple times I am trying to visualize the steps in your merge process but have some gaps. It sounds like what is happening is that you have two accounts which you select off (presumably) via a list View and then use the 'Merge' button on the two selected records. When you do this, you do see the Merge Records popup but there are no fields to choose values you want or don't want to transfer. Is this correct? and also want to make sure the security role you have does have the proper level for merging your records. Also want to make sure that when you say 'deactivated' record, you do mean that the account is deactivated and not a child of the surviving master record...if that is the case then you may have some custom code to work through. 

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