CRM Entity Merging
To use merging, users must be assigned a badge containing the Merge CRM Subjects permission.
Background
It is possible for duplicate records to be created and used within Hummingbird, duplicate records diminish the utility of CRM in compliance work.
Duplicate records can be created in a a few ways, for example:
An entity is manually created when one already exists
Multiple systems are generating alerts with differing identifiers for the same entity
We seek to alleviate these concerns by allowing entities to be merged into one record within Hummingbird. Partial data from each record will be merged, and all case associations will then be updated to reflect this new entity.
Additionally, future updates that contain any of the constituent IDs for this merged entity will flow into the merged record. Because of this, Hummingbird can be the central record of truth that ties disparate systems together.
Let's look at a scenario:
In the above example we have duplicate entities with differing data. For each merge, the green entity is chosen to be the primary. What happens is:
We introduce the concept of primary & secondary values. When two values are in contention for a singular field (like date of birth), the primary record takes precedence is set as the primary value and will be used for filing. Other values are relegated to a secondary status and are retained for future reference.
Fields present in either profile that are not in the other get carried into the new entity as Primary.
Any future alerts or updates that come in for any of the entities above will find their way to the newly merged record. If the future alert references the primary ID, its data will be considered primary. Otherwise, it will be retained as secondary if unique.
In use
Entity merging can be initiated directly from within a case. Just:
Scroll down to the "Collected Information" section, and select the two entities you would like to merge and click the blue merge button
Because merging cannot be undone, there are a few confirmation steps to ensure this is the intended action. First up is a confirmation modal. Click the blue "Continue" button.
You will now see a review panel showing salient information for both profiles. Note that there is a mix of values for which a person can have more than one (like birthdate), and for which a person can have only one. Choose the entity with the most correct information that you want to serve as the Primary entity. You will need to select the profile that is the most accurate before continuing. The record you choose will serve as the "Profile of record" moving forward. Click the blue "Continue" button.
And one final confirmation. Click "Confirm and Save"
There is now one person! It should be noted that if both of the profiles you merged are in another case, the new profile could appear in that case twice and one must be removed. This is because the merged profiles could each have a different role in the case and it is best to manually resolve.
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