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

If two contacts are merged, you may see a change in the primary contact of a service request (SR).

This change occurs because the contact remaining after the merge is now associated with the SR, as it replaces the merged contact. However, no data is lost since the records are merged.

When two contacts are merged:

• The SRs associated with the merged contact are now associated with the remaining contact.

• If two contacts associated with the same SR are merged, you can see only the remaining contact in the SR.

• All the SR messages point to the remaining contact after merging.

• The SR shows all the interactions with both the merged contact and the remaining contact.

• Interactions for the remaining contact also show the interactions for the merged contact.

• Chat transcripts associated with both the merged and remaining contacts are associated with the remaining contact.

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 primary contact on an SR to be updated, then the contacts don't merge.