Product: Omatic Cloud
Description: This solution explains why Salesforce might be identifying potential duplicates after Omatic Cloud does not
After processing records and sending them to Salesforce via Omatic Cloud, you may notice that Salesforce has identified a duplicate record that was not initially flagged by the formula. By default, Salesforce runs its own duplicate check when new records are being added, or existing records are being updated.
There are likely differences between your Salesforce algorithm and Omatic Cloud's. For example, Salesforce's fuzzy first name matching includes initials while Omatic Cloud compares the full field value.
Warning: Before making any changes to your Salesforce Duplicate Search settings, you should familiarize yourself with the potential impacts and consult with your Salesforce Admin. The changes offered below will impact duplicate searching across all data entry methods, not just Omatic Cloud.
Review your Duplicate Rules
If you're noticing this is an issue when sending matches (rather than just "new" records), you can make the following option in your Salesforce matching settings: "Do not alert on EDIT." This way, the alert will still pop up when attempting to add a new record when a duplicate may exist, but it will not prevent Omatic Cloud from updating existing records that have duplicates in Salesforce.
- From Setup, enter duplicate in the quick find box, and select 'Duplicate Rules'
- Select the rule you wish to edit, then click 'Edit'
- Under Actions, uncheck the 'Alert' checkbox
Create a custom field to bypass duplicate rules
A second option is to create a custom field on the contact object to allow Omatic Cloud to bypass duplicate rules.
- Create the custom field on the Contact object. We recommend naming it 'Bypass Duplicate Rule'
- Navigate to setup, then enter 'Duplicate' in the quick find box and select 'Duplicate Rules'
- Next to 'View' select 'Contact.' Then, click 'Edit' next to the Standard Contact Duplicate Rule
- Under Conditions, find the field that you created and set it equal to 'True.' When this field is checked, the standard duplicate rule will be ignored.
- In all of your formulas where you'd like to bypass your duplicate rules, be sure to define the value going to your new custom field as 'True'
Once you've made changes to Salesforce and your formulas, can "reprocess" exceptions in Omatic Cloud. This re-scans them against updated matching data before attempting to resend them to Salesforce.