2345096 - Frequently Asked Questions on Data Cleansing

Symptom

Following are the generic queries on Data Cleansing.

Environment

SAP Cloud for Customer

Resolution

1. Can we delete a merged account?

No, we cannot delete a merged account once created in the application.

2. Is it possible to avoid copying relations Account Team (Party Role) after merge?

No, it is not possible to avoid copying relations Account Team (Party Role) after merge.

       Case1: When there is a Main user for Account Team in surviving account and no Main user in the duplicate account:
                  Ex - When the option Main while adding Account Team (Party Role) in Cust_A is selected and Cust_B is not selected, the system shows Surviving and Duplicate Account Managers details in the merged account.
                Expected behavior.

       Case2: When there is a Main user in each account:
                When the option Main while adding Account Team(Party Role) in Cust_A as well as Cust_B is selected.
                  Again both the Surviving Account Manager and the Duplicate Account Manager details shows in the merged account, keeping Surviving Account Manager as Main.

3. Is it possible to transfer visits with surveys while performing account merge?

No, it is not possible to transfer visits with surveys while performing account merge.
If you open a visit with a survey added you will see that it is not possible to change the account.
It is not possible to change the account assigned to a visit if the visit has a task or a survey added to it. It is not possible to change the account from the UI as well.
Once a worklist (Tasks & Surveys) is generated for a Visit, the account for the Visit cannot be changed as the worklist is tied completely to the designated account.
This is the expected behavior in C4C and works as designed.

4. Why does address of duplicate account is copied with surviving account during account merge?

This is the standard behavior, during the merge process there is a union of addresses of the merged accounts.
As a 'Union' operator is used, which behaves as an 'AND' operator hence, both the records are available with surviving account.
Though the selected account during merge is the one which appears as a main account.
So, both the records will appear in surviving record as per the standard behavior.

5. Is it possible to merge obsolete Individual Customer accounts?

No, it is not possible to merge the obsolete Individual Customer account.
When you create a New merge account, and try to select the obsolete Individual Customer account from the value selection drop down list, obsolete record is not present during selection.

6. Is it possible to include fields to the Business Partner Merge screen?

No, the addition of fields (both standard and extension) are not supported for Business Partner Merge.

7. Is there an event that triggered as a result of merge account action, that can be caught from Cloud Applications Studio?

We do not have such an event as a result of merge account action, that could be caught from Cloud Applications Studio.

8. Initiate Merge option is disabled for Duplicate Accounts.

Select the duplicate accounts and then you can see that the Initiate Merge gets enabled.

9. What type of Installation Points are transferred from one account to another after performing an account merge?

Installation Points are only transferred if they are of type "Registered Product" and are either with status "In Preparation" or "Active"

10. I am performing a merge between accounts that have Quotes and Leads assigned to them. The Leads are transferred correctly between accounts, but Quotes not. What is the issue?

For Leads, the data is grayed out in the frontend, but in the backend the data is changeable, hence, the Leads will be transferred. For Quotes the data cannot be changed neither from frontend or backend, hence Quotes are not transferred upon account merge.

11. Can I merge different business partners together (i.e. Individual Customer with Contact, Account with Individual Customer)?

No. It's only possible to merge two or three business partners of the same role — two or three accounts, two or three individual customers, two or three contacts. You can, however, merge an account with a prospect as long as the prospect is not the surviving record.

12. Can a business partner merge be reverted ?

No, currently there is no option to revert merged business partners to their previous state.

13. Why does the currency changes in opportunities that are linked to the record that is not the surviving one?

Due to changes in the Sales Organization, the currency calculation gets re-triggered in opportunity. It first looks for currency in the Sales Data, and if it does not find it there, it will look for it in the Sales Organization or in the Company.

14. What are the different statuses in Customer Merge scenarios?

Status	Description
Not Started	This is the initial status & is set when the Merge object is created and Merge process has not yet been triggered.
Merge In Process	This is the status when the merge has been triggered either from the web service call or manually from the UI. This status indicates that merge process has started.
Merge Failed	This is the status when the merge operation of merging source and replica record has failed. The system will not attempt any transaction re-assignment in case the merging of duplicate records has failed.
Merge Completed - Realignment In Process	This is the status when the merge of two customers has been successfully completed and the re-parenting of transactions assigned to the duplicate record to source record has started
Merge Completed - Realignment Failed	This is the status when the merge of two customers has been completed and the re-assignment of transactions has failed
Completed	This status signifies that customer merge and re-assignment of transactions has been completed without any errors
Realignment Completed – Enhanced Realignment In Process	This status signifies that the reassignment of transactions which could not be processed in phase 2 is in process
Realignment Completed – Enhanced Realignment Failed	This status signifies that the reassignment of transactions which could not be processed in phase 2 has failed . There are one or more transactions which were locked by another user and hence the merge process could not reassign them to the source record.

15. During the Customer Merge scenario, with respect to different Nodes, what are the Customer Details that get Merged?

Nodes	Description
Relationships	The system will merge the account team and relationship records from the replica account into source account. If a relationship is marked as unique and exists in the source record, the system will ignore the same record in replica records. For unique relationships source account will always take precedence. all relationships copied from replica to source will be deleted from the replica record. All non unique relationships will be copied over from the replica record to the source record. A new relationship ‘Is Replaced’ /’Replaces’ will be created between golden and duplicate record.
Territory	When tenant is configured to have Single territory per account, territory maintained on the replica account shall not be copied to source. Territory on the source will remain as is; territory maintained on the replica account will not be copied. When tenant is configured to have Multiple territory per account, All territories assigned to replica account will be merged into the dedicated sales territory section of the source account . All territories assigned to replica account will be merged into the dedicated sales territory section of the source account. System determined sales territories of the source record will not be modified. The newly merged account (source account) will also have all of the territories of the replica account.
Address	All addresses of the replica account will be copied over to the source account. The main address in the source account will remain the main address post merge. In case no address information is maintained in the source record , the main address of the replica account will be marked as the main address in the source account post merge.
Notes	The Notes added to replica Account will be copied over to source.
Attachments	All attachments from the replica account will be copied over to the source account.
Account team	The system will merge the account team and relationship records from the replica account into source account. If a party role in unique and exists in the source record, the system will ignore the same party role from the replica record. For unique party roles source account will always take precedence. Uniqueness check for a party role in account team will consider the sales area and the validity dates check. For example, an account can have 2 owners with the same sales area information but with different validity dates. Though owner is a unique role, the uniqueness check will also consider the sales area and validity dates.
Sales Area	All sales area information from the replica will be copied over to the source account . If the sales area (Sales org, distribution channel, division) information of the source account also exist in the replica account, then the sales area record will not be overwritten , the sales area details maintained for the source record will take precedence.
Social Profiles	If both source and replica record have social profile , then copy the social profile from replica to source . Example: Customer A (source) has FB Social profile assigned FB_1. Customer B (replica) has Twitter Social profile assigned TW_1 After the merge A will have a new user profile TW_1. Social profile linked with customer A will have two User profiles one for FB, and one for TW. If source record does not have a social profile then the social profile from replica will be copied to source record
Marketing Attributes	In general the final result after account merge will be a union of values from all the accounts. In case of conflict the source account wins. Case 1:When all accounts have different marketing attributes assigned -The resultant account will have a union of all the marketing attributes Case 2: When marketing attributes allows multiple values, there are common marketing attributes but different/common values. The source account will have a union of values. Case 3 : In case of conflict , the attribute value maintained in source account will be retained
Marketing Permissions	In general the final result after account merge will be a union of values from all the accounts. In case of conflict the source account wins. Case 1:When all accounts have different marketing permissions assigned for different channels -The source account will have a union of all . Case 2 : In case of conflict , the permission value maintained in source account will be retained The system will also copy notes and attachments
Communication category	In general the final result after account merge will be a union of values from all the accounts. In case of conflict the source account wins. Case 1:When all accounts have different assignments for different channels -The source account will have a union of all . Case 2 : In case of conflict , the permission value maintained in source account will be retained

16. During the Customer Merge scenario, with respect to different Transactions, what are the Transaction Reassignments that take place?

Transactions	Description
Tickets	All the tickets where replica account is an involved party should be reparented to the source account .Tickets which could not be reparented ( because of status or due to any other technical reason) to source should be logged in the Merge BO with appropriated error log entry in the application log so that the user can evalute the issue
Sales Order	All the Order where replica account is an involved party should be reparented to the source account .Orders which could not be reparented ( because of status or due to any other technical reason) to source should be logged in the Merge BO with appropriated error log entry in the application log so that the user can evalute the issue
Leads	All the leads where replica account is an involved party should be reparented ( because of status or due to any other technical reason) to the source account .leads which could not be reparented to source should be logged in the Merge BO with appropriated error log entry in the application log so that the user can evalute the issue
Activities ( Phone Call , Appointments, tasks ,Emails)	All activities where replica account is an involved party should be reparented ( because of status or due to any other technical reason)to the source account .appointments which could not be reparented to source should be logged in the Merge BO with appropriated error log entry in the application log so that the user can evalute the issue
Social Media Messages	All social media messages attached to social profile of replica record will also move from replica Record to source post Merge
Visits	All the visits where replica account is an involved party should be reparented ( because of status or due to any other technical reason) to the source account .Visits which could not be reparented to source should
Opportunities	All the opportunities where replica account is an involved party should be reparented ( because of status or due to any other technical reason) to the source account .Opportunities which could not be reparented to source should be logged in the Merge BO with appropriated error log entry in the application log so that the user can evalute the issue
Sales Quotes	All the sales quotes where replica account is an involved party should be reparented ( because of status or due to any other technical reason) to the source account .Quotes which could not be reparented to source should be logged in the Merge BO with appropriated error log entry in the application log so that the user can evalute the issue

17. Is there a way of merging Business Partners using Odata web service?

There is an OData service called 'businesspartnermerge' which can be used to create new merge cases. As it is still being worked on and requires further testings before completion, this is so far not yet released. In 2019, the development team plans to complete this and release this service for API consumption to allow replacement of the existing A2X service usage.

18. Why do you see Account ID of Duplicate Account as External ID of the Surviving Record after Account Merge?

During the Account Merge the source Record retains its External IDs but also gets the External ID of the Duplicate Records.

Until C4C 1902, in case of an account with multiple ids, it is randomly picked, which External ID is displayed on the Account TI header. In most cases the Original External ID is displayed. Hence, you observe this behavior in a few rare cases.

Starting with C4C 1905 a defaulting logic is in place which will designate one of the External IDs as default depending on ID type. This will always be the ID displayed on the Account TI header. The proiorisation used by that defaulting logic can be customized by a Key User. (Under Administration then view ID Mapping for Integration)
For above requirement, without adjustment of the defaulting logic this should ensure that the old external id of the source record remains the one displayed on the Account TI header.

Current workaround is to enable the facet Mapping for Integration'on the Account TI to display all External IDs of the customer.

19. Why is the Attribute Selection not available for a Customer Merge created via web service ManageBusinessPartnerMergeIn ?

This is the standard behaviour. Customer Merge records that are created via A2X ManageBusinessPartnerMergeIn do not fill the Attribute Selection. This is because the Account Merge would require further user interaction to decide per attribute which should win.

20. Is it possible to merge tax numbers while doing Customer Merge?

Unfortunately Tax Numbers are not taken into account in a Customer Merge by now.

We are currently facing limitation there but this topic is already part of the backlog.

Keywords

Data cleansing, customer merge, business partner merge, frequently asked questions, FAQ, duplicate accounts , KBA , account merge , data cleansing , customer merge , LOD-LE-BP-MRG , Business Partner Merge , How To

Product

SAP Cloud for Customer add-ins all versions