I am running into an issue where for whatever reason, we get two identical leads. The direction I gave to the team was just to merge the two leads together. The system then closes the child lead as lost.
Now the lead is ready to qualify, but duplicate detection won’t let us because there is another lead with the same information. To solve this instance, I went ahead a delete the record that was merged and closed as lost. But is there anyway to resolve this differently? Only I (the admin) can delete so I hate for that to be the only solution.
Thanks!
What field is being used for the duplicate detection? If it is email address for example you could clear that field on the subordinate record then try to merge. That is short term…you still need to determine why two leads are being created
That’s a good idea about the email address, I will check that and see that would solve it.
Your correct the best solution is to not create duplicate copies of leads, we are working on training them to check leads before creating a new one, but it does happen occasionally when multiple sales people are working at the same event.
I would turn off duplicate detection for leads. We do the same method. Sometimes we will have 3-4 leads for the same person and if we qualify one it will make an opportunity and contact at that point. All leads are read only at that point, either in qualified or disqualified status reason.
In your Lead duplicate detection rule(s), confirm whether the ‘Exclude inactive matching records’ is checked. Pending your business requirements, you may consider enabling this option.
After you merge the leads, the ‘child’ lead is now lost and in an inactive status. If you enable the ‘exclude inactive matching records’, you should be able to qualify the remaining ‘parent’ lead without issue as it won’t look for matching inactive leads. Rather, it will only prevent you from qualifying if there are potential duplicate active leads.
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