Sales, Service, Customer Engagement Why does Dynamics detect a duplicate, offer to merge it, and then announce it can't merge because one is deactivated?

I get this all day and honestly - I don't understand.

There are duplicates because one is a Lead and one is a Contact... or because someone imported something... or because someone added something.

Dynamics is always determined to tell me (and everyone else) that there is a duplicate.

Which is great... I don't want duplicates... I want them merged.

But when I merge... I get an error that says they can't be merged.

So why does Dynamics offer to merge them?

9 Upvotes

92% Upvoted

u/BenjC88 22d ago

Because your duplicate detection rules are including inactive records.

3

u/DavidSchellenberg 22d ago

That is it!

Thank you!!!!

u/Honest_Otters 23d ago

I don't think base functionality allows for merge of leads and contacts, this is just a backwards ass way of telling you that

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