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Finding Matching Contact Records

If an agent reviews a submitted application and accepts that application for further processing, then the agent must next perform contact matching. You perform contact matching in Siebel Public Sector to find existing contact records to associate with a submitted application before you upload the data in that application into Siebel Public Sector. If you cannot find existing contact records, then you can create new contact records for the submitted application.

You find matching contact records to make sure that all data for each application contact is associated with a single contact record. When you initially perform contact matching, you might find multiple contact records for a citizen. To clean up your Siebel database, administrators can merge the information in multiple contact records into a single contact record. For more information about merging duplicate records, see Siebel Fundamentals.

Also, you can navigate to the Contacts List view of the Contacts screen to delete extra contact records. Before deleting a contact record, make sure that no cases are associated with that record. Also, make sure that you no longer need any information that is associated with that record, such as activities and notes.

To find matching contact records for an application, the social security number fields in the submitted application are compared to the social security number fields in contact records in Siebel Public Sector. Because children generally have no social security numbers, no matching contact records are found for them in the preconfigured Siebel Public Sector application. Administrators can configure other criteria for contact matching by specifying other data fields, such as the date of birth and last name for the contact, to include in this comparison processing. For more information, see Configuring Contact Matching.

Also, administrators can disable contact matching. For more information, see Configuring Contact Matching.

NOTE:  You can perform contact matching only for applications that have a status of Submitted.

This task is a step in Process of Managing Applications.

To find matching contact records

1. Navigate to the Applications screen.
2. To view only the submitted applications assigned to you, select My Applications in the visibility filter.

   Additional selections in the visibility filter display applications for your team, applications for an organization, and all applications. Applications newly assigned to you have a star icon in the New field of the Applications list.

3. Drill down on the Name field of the application.
4. Click the Contacts Matching view tab.

   The Contact Summary field shows the contacts in the submitted application. The Primary Contact field is selected for the contact who prepared the application.

5. Complete the following steps to designate the correct contact record for each contact in the submitted application:
   1. Click the select button in the Contact Last Name field.

      The Contact Matching dialog box displays any matching contact records for the contact in the submitted application.

   2. In the Contact Matching dialog box, designate the correct contact record as follows:
      • If the contact records that appear include the correct contact record, then select that record, and click Pick. You can search for a contact record in the records that appear in the dialog box, but you cannot search for a contact record that does not appear in the dialog box.
      • If you cannot find the correct contact record, then click Create to create a new contact record with fields populated with available data from the submitted application, click Save to save that record, and click Pick.

        The Contact First Name and Contact Last Name fields in the Contacts Matching view are populated with the corresponding values in the contact record that you select. After you designate the correct contact record for all of the contacts in the submitted application, you can upload the application. For more information, see Uploading Applications.