How to Merge Records in Microsoft Dynamics CRM/365

Tips and Tricks

We have all been there. You search for a lead, prospect or customer in the global search and BAM – it pulls up two (or more) active duplicate records.

If you are like me, you let out a (sometimes quite loud) *ugh* and shake your head in frustration.

While your duplicate detection should have caught these, we all have users that add new contacts and leads without a (let’s call it thorough) search to see if that record already exists and bypass any duplicate warnings they may receive. At times, if not careful, imported lists or integrations with your website or other forms may also create duplicates from time-to-time.

To make sure that doesn’t happen, if you are not familiar with duplicate detection, here is a blog post we created this past spring discussing how to use the duplicate detection rules in Dynamics.

Back to the problem at hand.

You may be tempted to just deactivate or delete one of the records but that would lose any history and data for that record. The best, and recommended option is to merge the records together. You will be amazed (good and bad) at some of the data that one record has vs the other(s) as you merge them together. You may also need to know which data is accurate if discrepancies are present.

Merging records is VERY easy and any user can do it as long as you have permissions to view and edit those lead and contact records.

In this short video tip we will show you step-by-step how easy it is so the next time you encounter duplicates, you can do your part to help keep your data clean and record history in-tact.

If you like this tip, or want to suggest a “How to” tip, drop us a quick email at – we would love to hear from you!

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