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Merge two Contact Records

edited June 2018 in Dream It

Originally submitted by Bruce Lehman: When a contact completes a form with a new e-mail address, they generate a completely new contact record in Eloqua, losing all history and lead scoring attributed to their old e-mail address.�� I would like to see a contact record merge feature that would combine the two records, and retain all the activity history for both.Bruce Lehman

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  • Would be highly interested in this one. We do merge contacts in our CRM system from time to time, and in some cases the duplicate is only detected after both contacts are also pushed to Eloqua. We would like to have the option to do a merge there as well, preserving history of both records.

  • James SoloJames Solo Posts: 56 Bronze Badge
    edited September 2015

    We merge Contacts and Accounts in SFDC frequently so having this on both Objects would be desirable.

  • it's should be simple like google contact merge and there should be alert for the similar contact as well.

  • I'm very interested in this one too. Great idea.

  • Any chance that this has received any traction since it was posted in July 2015?

  • derek.bellderek.bell Posts: 62 Silver Badge

    Any chance that this has received any traction since it was posted in July 2015?

    Not that I'm aware of Ryan.

  • Yes, a desirable feature.

  • There is a way to achieve this. You have to assume Email as Primary Email and you have to create another field named Secondary Email.

    While integrating the form to landing page Create a hidden field for primary email address and map it to Email field in Eloqua and in the visible field of form map Email to Secondary Email.

    After that you can create a program, that says if primary email is equals to secondary email then do nothing. If primary email does not equal to secondary email then you can swap both the fields through Update Rule.

    Out of curiosity, how do you determine that a separate email is tied to the primary email address without knowing their primary ahead of time?

  • Devon GuerreroDevon Guerrero Posts: 79 Blue Ribbon

    Out of curiosity, how do you determine that a separate email is tied to the primary email address without knowing their primary ahead of time?

    You're right, there isn't a way to determine in that scenario, but the question was asking about an existing contact completing a form.

  • jmugojmugo Posts: 45

    Yes!!

  • Mike de WildtMike de Wildt Posts: 78 Silver Badge

    I had great troubles because of people adjusting there work e-mail to private/other email addresses during a clients event. Merge duplicates would have been an ideal solution

  • Shivangi_AwasthiShivangi_Awasthi Posts: 45 Silver Badge

    Out of curiosity, how do you determine that a separate email is tied to the primary email address without knowing their primary ahead of time?

    I didn't understand your question

  • A better way of handling this scenario would be of benefit to a lot of users.  ideally you would have a config setting (or a whole group of them perhaps) that let you choose how the system should handle them

    When working with CRM integration this is even more required.

  • Gary AspinallGary Aspinall Posts: 45 Bronze Badge

    You're right, there isn't a way to determine in that scenario, but the question was asking about an existing contact completing a form.

    I'm not sure this will work - if a contact forwards a college an email they will be merged with the original's contact.

  • A better way of handling this scenario would be of benefit to a lot of users.  ideally you would have a config setting (or a whole group of them perhaps) that let you choose how the system should handle them

    When working with CRM integration this is even more required.

    I agree, the integration to CRM does make this more complicated. We currently have an issue when we merge contacts or accounts in our CRM. For simplification, the issue is that the non-surviving contact in a contact merge remains in Eloqua, but the related CRM ID is not changed/updated. Unfortunately, there is not a good way to know when a contact was "deleted" from the CRM and eitehr delete from Eloqua or simply remove the CRM IDs in Eloqua (and other related information, if any).

  • This is an incredible pain-point in my company. I would love to see this feature implemented.

  • Sekar RSekar R Posts: 23

    I hope even combining the records, we can't merge the activities as of now.

    Reference: Doc ID 2157373.1

  • csifahcsifah Posts: 6

    This woul be an amazing feature if it gets implemented. It's a real issue of ours as well at the moment.

  • SouffletSoufflet Posts: 1

    I encountered this challenge as well. To keep in sync with CRM, I used the Contact Siebel ROWID in Eloqua as a key.

  • 2017TD2017TD Posts: 1

    Brand new to Eloqua - literally first time on this site - logged in to lookup how to merge contact records after reading Eloqua Data Tools documentation and seeing nothing about merging.  So what i'm gathering from the above is...

    1) There is no native functionality in Eloqua to merge contacts.

    2) There is a workaround to catch existing contacts filling out a form as described by Shivangi_Awasthi

    Given the above a couple questions...

    1) If I have an Eloqua to SalesForce.com interface in place and I merge two contacts in SalesForce is my only option to a) send a delete transaction to Eloqua for the contact that didn't survice the merge in SalesForce?

    2) I have been told that Eloqua doesn't expose a "merge" API function so there aren't any third party tools out there that even handle this gracefully.  Correct?

    Thanks

  • Alexander HuzarAlexander Huzar Posts: 141 Red Ribbon

    At MME someone (a person from the Morning Star company I believe) mentioned during the Integration session (by Lexmark) that cloud ops can merge two records together and their activities, but because this is a manual process I don't see them (Cloud Operations team) entertaining the idea of processing hundreds of support tickets for various clients. If it's possible via manual join, it should be possible to do it automatically as well. Just needs an interface a user can configure to perform this action.

  • Following up on this. This should be a native functionality. All other MA tools like Marketo has it. This should be a no-brainer when dealing with leads/contacts

  • Alexander HuzarAlexander Huzar Posts: 141 Red Ribbon

    Following up on this. This should be a native functionality. All other MA tools like Marketo has it. This should be a no-brainer when dealing with leads/contacts

    Yes, agreed, this should also be a match/dedupe handler set action item. Currently we have a quite complex deduplication system and this simple function would solve all that.

    It would also be great to not have to purchase more contact bandwidth due to duplicates.

  • Alexander HuzarAlexander Huzar Posts: 141 Red Ribbon

    Related:  

  • 32763463276346 Posts: 4

    This is a great idea. We work in the financial services space and a lot of bankers use their personal emails to access things. But we have their corporate accounts as well. When we merge, I would not want to lose one for the other, I think there should be the option to make one the primary email to which we send all communications and the other is for enhanced data management and scoring purposes.

  • Mr TheeMr Thee Posts: 17 Red Ribbon

    Merging contacts would certainly help for those contacts whom had a new email due to domain updates of their company or not; now appearing as their old and new email in the contacts.

  • I cannot comprehend how this is not possible in Eloqua. Pardot can merge records in a few clicks. Not having the ability to merge contacts is creating problems for us.

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