What happens if two accounts are merged, and how does it impact service requests?

If two accounts are merged, you may see a change in the account displayed in the Account field of the Summary subtab in a service request (SR). That's because the account remaining after the merge is now associated with the SR, as it replaces the merged account. However, no data is lost, as the records are merged.

When two accounts are merged:

• The SR objects associated with the merged account are associated with the remaining account.
• The merged account is no longer associated with the SR. Instead, the remaining account is associated with the SR.
• All the contacts associated with the merged account are now associated with the remaining account. So if the SR had a contact from the merged account, that contact is still associated with the SR.
• The SR shows all the interactions with both the merged account and the remaining account.
• Interactions for the remaining account also show the interactions for the merged account.
• Chat transcripts associated with both the merged and remaining accounts are associated with the remaining account.

Note:

• You must select All functional areas as the merge scope when setting up Customer Hub using the Manage Customer Data Management Options task. It's necessary to select this merge scope for the service objects to be included in the scope.
• If you have defined an Application Composer rule that doesn't permit the update of the account on the SR, then the accounts don't merge.