How to Resolve DUPE RECORD Conflicts

One of the most common reasons records don't sync is due to duplicates existing in one of the systems you have connected to Bedrock Data. You can see these types of conflicts in the Transactions Report. For example, when there are two or more contacts in your CRM that have the same email address they are flagged as a DUPE RECORD and won't be allowed to sync. Here is what this looks like in the Transaction Report

The Description column will show you all of the records found in the DUPE RECORD set. Often it is just one of the systems that is the culprit and usually the CRM system so you will typically see two contact versions from within your CRM listed in the Description column. The number at the end of the record ID is the actual ID of the record from that system. You can also search for the record using the Identity value in Column B, which for contacts will be the email address associated with the record. 

When you have these conflicts and you want to resolve so that certain records can be allowed to sync, you must go through the following steps to resolve. 

NOTE: Dynamics CRM customers must follow a different process then other Bedrock customers (see below). 

Steps to Resolve Duplicate Records

Step 1: Clean up the Duplicates 

Once you have identified the duplicates within the system where they live, you want review who will stay and who will be getting deleted and/or merged into the other. Take note of the record ID for the one you will be getting rid of as you'll need this in step 2. 

Once your clean up is complete within that system, move to Step 2.

Step 2: Re-sync good record

With your records cleaned up, go through and trigger the record(s) that remain so that they are forced to go back through the integration. We recommend utilizing an On Demand Trigger field for this process. 

Step 3: Review Dashboard and wait for next sync run

Wait for the next Bedrock sync to run to observe the now clean record syncing over. If after a few runs you don't see it sync, run the Transaction Report and see what could be the potential conflict. 

Step 4: (Optional): Run a full sync 

If you are cleaning up a lot of duplicates, you may find that using a Trigger Field approach is too difficult as it may be hard to isolate all of the records you want to force to sync. This is where you can utilize the Full Sync option. Follow the steps in this help article to run a Full Sync

Steps for Microsoft Dynamics Customers

Step 1: Clean up the Duplicates 

Once you have identified the duplicates within the system where they live, you want review who will stay and who will be getting deleted and/or merged into the other. Take note of the record ID for the one you will be getting rid of as you'll need this in step 2. 

IMPORTANT NOTE: Make sure that when you are merging that the record(s) you are not keeping are not just marked as Inactive but are hard deleted from your CRM database. If you simply leave them as Inactive, they will still be recognized by the Bedrock sync and continue to cause dupe record conflicts. 

Step 2: Send Bedrock Data the record ID you want removed from your Index 

Removing the record(s) from your system is half the battle since Bedrock is also a database that now needs to be cleared of the bad records. Currently the only way to do this for one-off records is to send our support team an email at support@bedrockdata.com with the list of IDs as they appear in the above Transactions Report that you want removed from your Bedrock Index. You must have the record formatted exactly as it appears in this report (i.e. hubspot0/contacts/373847) or our team will be unable to delete your records. 

Step 3: Re-sync good record

With your records cleaned up, go through and trigger the record(s) that remain so that they are forced to go back through the integration. We recommend utilizing an On Demand Trigger field for this process. 

Step 4: Review Dashboard and wait for next sync run

Wait for the next Bedrock sync to run to observe the now clean record syncing over. If after a few runs you don't see it sync, run the Transaction Report and see what could be the potential conflict. 

Step 5: (Optional): Run a full sync 

If you are cleaning up a lot of duplicates, you may find that using a Trigger Field approach is too difficult as it may be hard to isolate all of the records you want to force to sync. This is where you can utilize the Full Sync option. Follow the steps in this help article to run a Full Sync

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