Self-Service Contact or Account Merge

Fusion Service uses Oracle Customer Data Management to cleanse contact and account records.

Merge actions eliminated duplicate records by creating a victim and survivor record. The survivor record serves as the master record. Digital Customer Service has several rules which are used in Fusion Service to prevent merge operations on victim records.

Here's a list of potential error messages along with resolutions.

Error Message Name and Message Text	Description	How You Resolve the Error
ZCH_GUID_ISSUE This merge request can't be processed because one of the duplicate records is a valid user.	This error message is displayed when one of the duplicates in a merge request is a valid user.	Delete the victim Self-Service user using Self-Service Users UI. If Fusion Service is your Identity Provider do the following: Use the Security Console to delete the user. Then, run the Synchronize User GUID job. If Oracle Identity Cloud Service is your Identity Provider do the following: Delete the user in Identity Cloud Service Administrator Console.
SVC_CSS_CNT_MRG_PENDING_REG This merge request can't be processed because one of the duplicate contact records has pending self-service registration requests.	This message is displayed when two accounts are being merged and the victim record has pending registration requests.	Use the Registration Requests UI to reject the pending registration request of the victim contact.
SVC_CSS_ACT_MRG_PENDING_REG This merge request can't be processed because 1 of the duplicate records has pending self-service registration requests.	This message is displayed when 2 accounts are being merged and the victim record has pending registration requests.	Use the Registration Requests UI to reject the pending registration request of contacts from the victim account.
SVC_CSS_ACT_MRG_USERS This merge request can't be processed because 1 of the duplicate records has existing self-service users.	This message is displayed when 2 accounts are being merged and the victim record has existing self-service users.	Currently there's no resolution (one will come in a future release).