TL;DR
- Surfaced potential dupes at create/update and offered a guided resolution path.
- Preview-before-commit shows field-by-field diffs and winning values.
- Audit trail and rollback option increased trust and usage by reps.
Context
SaaS GTM with both inbound signups and SDR-created records. High dupe rates polluted reporting and caused ownership confusion.
Problem
Reps avoided merging for fear of data loss; dupes lingered and complicated routing and activity history.
Intervention
• Dupe surfacing — Record-Triggered Flow checks matching rules and flags potential dupes in-context.
• Guided merge — Screen Flow displays candidate records, highlights conflicts, and previews the merged outcome.
• Safety — 'Preview → Commit' pattern with optional field locks; chatter summary of changes and archival of losing records.
• Adoption — Short Loom embedded in the flow and a weekly 'dupe queue zero' leaderboard.
Outcomes
| Window | Quarter before vs quarter after go-live |
| Industry | SaaS |
| Clouds | Sales Cloud |
| Flow Types | Screen Flow, Record-Triggered |
New dupes measured per 1k new records. Merge errors from helpdesk tickets and error log object. Rep time via monthly survey × case study sampling.
Timeline
1 sprint build + 1 sprint enablement & tuning.
Stack
Sales Cloud, Matching Rules/Duplication Rules, Screen Flow wizard, Chatter summaries.
Artifacts
- Guided merge wizard (redacted)
- Before/after duplicate volume chart
- Chatter change summary example
FAQ
Can we protect sensitive fields during merge?
Yes—admin-configured locks keep certain fields from being overwritten; the flow surfaces read-only values with explanations.
What about activity history and related records?
The merge routine re-parents key related records where safe; the chatter summary links to archived records for traceability.