From 71b19f11ac9f7831e9c413e0839f2b4235baef30 Mon Sep 17 00:00:00 2001 From: Sam Pfluger <108141731+Sampfluger88@users.noreply.github.com> Date: Tue, 13 May 2025 14:57:29 -0500 Subject: [PATCH] Add "Manage duplicate accounts in CRM" (#29102) --- handbook/digital-experience/README.md | 20 ++++++++++++++++++++ 1 file changed, 20 insertions(+) diff --git a/handbook/digital-experience/README.md b/handbook/digital-experience/README.md index 86715d80e0..ac6d995a1e 100644 --- a/handbook/digital-experience/README.md +++ b/handbook/digital-experience/README.md @@ -45,6 +45,26 @@ The Digital Experience department is directly responsible for the culture, train > For any support-related questions, forward the submission to [Fleet's support team](https://docs.google.com/document/d/1tE-NpNfw1icmU2MjYuBRib0VWBPVAdmq4NiCrpuI0F0/edit#heading=h.wqalwz1je6rq). +### Manage duplicate accounts in CRM + +1. Navigate to ["Ω Possible duplicate accounts" report](https://fleetdm.lightning.force.com/lightning/r/Report/00OUG000001FA1h2AG/view?queryScope=userFolders). +2. Verify that each potential duplicate account is indeed a duplicate of the account's it has been paired with. +3. Open duplicate accounts and compare duplicate accounts to select the best account to "Use as principal" (the account all other duplicates will be merged into). Consider the following: + - Is there an open opportunity on any of the accounts? If so, this is your "principal" account. + - Do any of the accounts not have contacts? If no contacts found on the account and no significant activity, delete the account. + - Do any of these accounts have activity that the others don't have (e.g. a rep sent an email or logged a call)? Be sure to preserve the maximum amount of historical activity on the principal account. +4. Click view duplicates, select all relevant accounts that appear. Click next. +5. Select the best and most up-to-date data to combine into the single principal account. + +> Do *NOT* change account owners if you can help it during this process. For "non-sales-ready" accounts default to the Integrations Admin. If the account is owned by an active user, be sure they maintain ownership of the principal account. + +6. YOU CAN NOT UNDO THIS NEXT PART! Click next, click merge. +7. Verify that the principal account details match exactly what is on LinkedIn. The end result should be as follows: + - LinkedIn company url + - Website + - Employees + + ### QA a change to fleetdm.com Each PR to the website is manually checked for quality and tested before going live on fleetdm.com. To test any change to fleetdm.com