If a contact is a possible duplicate or a possible company, InterAction displays a warning bar at the top of the Comprehensive View dialog box.
This information displays in the warning bar so you can deal with these issues first before addressing any other issues. For example, if the contact is a possible duplicate, view possible matches and perhaps merge contacts before moving onto other tickets. In fact, other tickets may become outdated as a result of the merge.
Possible company contacts and possible duplicate contacts can be resolved without leaving the Comprehensive View.
Handling Possible Company Contacts
Users may inadvertently complete the First Name and Last Name fields in their Personal Information Manager (PIM) with company information and therefore, company contacts are added to InterAction as people contacts.
InterAction flags possible company contacts by looking for keywords such as Inc., LLP, and Limited in the contact name fields. After these contacts are flagged, a ticket is sent to Data Change Management.
For a list of keywords used to flag possible company contacts and instructions on adding to or editing the list, see Identifying Person Contacts that are Companies.
If a person contact is flagged as a possible company, a warning displays at the top of the Comprehensive View dialog box.
If the Contact is a Company
To convert the contact to a company:
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Choose the Convert to Company link.
The Change Person to Company dialog box displays, where you can choose to view contact details.
- Choose Change.
- Choose Yes.
If additional tickets are open for the contact, the Comprehensive View refreshes automatically and the warning bar is removed. Some tickets may become outdated as a result of the change.
If the Contact is Not a Company
If the contact is not a company, choose the Not a Company link. When InterAction confirms that you want to close the ticket without converting the contact, choose Yes.
Handling Possible Duplicate Contacts in the Comprehensive View
If a contact is flagged as a possible duplicate, a message displays in the Comprehensive View warning bar. Choose the View possible matches link to either merge contacts or flag contacts as non matches.
If the Contact is a Duplicate
If you discover that the contact is a duplicate, you can merge the contact with the matching contact in the View Possible Matches dialog box.
- Choose View possible matches in the Comprehensive View warning bar.
- In the Select a Matching Contact dialog box, select the matching contact in the list.
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Choose Merge.
You are returned to the Comprehensive View.
The Comprehensive View is refreshed automatically and the warning bar is removed. Some tickets may become outdated as a result of the merge.
If the Contact is Not a Duplicate
If the contact is not a duplicate contact, you must indicate this so InterAction creates an is not a Duplicate of relationship and no longer flags the contact as a possible duplicate contact.
- Choose View possible matches in the Comprehensive View warning bar.
- In the Select a Matching Contact dialog box, select <No Match in List>.
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Choose OK.
You are returned to the Comprehensive View.
The Comprehensive View is refreshed automatically and the warning bar is removed.