Data quality is major concern for Admins and loan officers for the sake of customer interaction and reputation of the firm they are working in. There may be incidents where a LO happen to call the lead owned by another LO. Repeated calls may irritate the lead, upset the LO and cause trouble to the whole team. All this happen due to the duplicate records floating out there.
Duplicate records will,
- Cause disorganized data
- Wastage of time for leads and Loan officers
- Affect the relationship with leads and Contacts since they receive multiple phone calls and messages which seems overly aggressive.
Duplicate management helps the CRM system free of duplicate data, thus imparting trust among the users.
Duplicate management rules in Salesforce
With Duplicate Management, Salesforce offers options to prevent or discourage your sales reps/loan officers from creating more duplicate records. It’s available to and free of charge for Professional, Enterprise, and Unlimited editions. With this they can manage duplicates for:
- Business accounts
- Contacts
- Leads
- Person accounts
- Records created from custom objects
Exact matching and Fuzzy matching
- Exact matches such as two contacts with the same name can be detected with the standard matching rules.
- Fuzzy matches like Willie Young and Willy Young can be detected by setting up a rule to include fuzzy matching for first names.
How to handle duplicate records
- Matching rule : The matching criteria to identify duplicate records.
Salesforce comes with three standard matching rules: one for business accounts; one for contacts and leads, and another for person accounts.
- Duplicate rule : Duplicate rules determine actions to take as it encounters duplicates which are identified by the matching rule.
Depending on how you configure Duplicate Management, loan officers can be blocked from creating the record or let them create it and show an alert.
Salesforce provides standard matching rules for Account, Contact and Lead object. For instances established Winter ’15 or earlier, these rules have to be activated.
Go to Setup-Type Matching rules in the Quick find box-Select Matching Rules to view the standard matching rules prebuilt in Salesforce.
Go to Setup-Type Duplicate rules in the Quick find box-Select Duplicate Rules to view the standard duplicate rules prebuilt in Salesforce.
Click Duplicate Rules (salesforce.com) to learn more about duplicate rules.
Report on the Creation of Duplicate Contacts
If the duplicate rules are setup in such a way to allow users to create records bypassing the warnings, data quality will become a growing concern in future. So, to see how well the duplicate rules work, we can set up custom report types to detect the duplicate records.
Go to Setup- Type report types in the Quick find box- Click New Custom Report type
Fill in the details as shown below.
- Click Next
- Select the Primary Object (A) of which you need to find the duplicate records.
- Select ‘Duplicate Record items’ as Object B.
- Select the relationship as ‘Each “A” record must have at least one related “B” record’.
- Click Save.
Once you have set up all the necessary matching rules and duplicate rules for your org, you can run reports of this custom report type to identify the duplicate contacts/accounts/leads created in your org and delete/merge them.
Take Five Consulting is a technology company, based in Virginia U.S., that specializes in the Mortgage Banking vertical especially LOS implementation and application development. Take Five Consulting creates and implement mortgage technology and software specifically for Mortgage Industry.
