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 Hi,

I was wondering whether we can merge CRM accounts (Category = Customer) if they are not connected to any objects or do not have any transactions in the system.

One of our customers using IFS Cloud has integrated IFS with an external POS system. They import CRM accounts from POS system and save these as customers (category = customer). The CRM account is labelled as duplicate, but we cannot see the “Merge Account” command on the header to merge the duplicate with the original account.

I understand that merge account work ok for prospects but couldn’t find a document explaining any limitations or why it’s not supposed to work for new CRM accounts when the category is customer.

 

  • Is this the intended behaviour for CRM accounts of type “Customer”, even if duplicate records don’t connect with any objects or do not have transactions previously recorded in the system?
  • I would like to see how other customers handle duplicate checks and merge CRM accounts when they import accounts directly from an external POS systems/web integrations etc.

Thank you and look forward to hearing from you.

Kind regards,

Samiru

Hi ​@SRH ,

This is currently a limitation. You can only merge accounts categorized as Prospect, End Customer, or Other. The most common scenario is identifying duplicates and merging accounts early, while they are still in the Prospect phase. Once an account is converted to a Customer, it should be clear whether it is a duplicate so that’s why that use case was not prioritized.

While importing customers is a valid use case, unfortunately, merging is not supported in that scenario at this time. This functionality may be extended in a future release.

Best regards,
Anna

Hi ​@Annjse 

Thank you for getting back and I hope that you are well.

Customer is planning to upgrade 25R1 in few months and just wanted to see whether there is any plan to consider it as a use case for 25R2 release. 

Kind regards,

Samiru

 

Hi ​@SRH ,
It is not yet planned for a certain release so I cannot tell you when it will be done.

Best regards,

Anna

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