QUESTION:
I am getting the following error when merging records, why?
- 2011-01-17T08:54:10-06:00,,"Dedupe action for single group started",Account,,,,,,""
- 2011-01-17T08:54:10-06:00,Single Table Dedupe,"Merge to Master",Account,Merge,001A0000004jdsiIAA,001A0000004jdrpIAA,,,""
- 2011-01-17T08:54:12-06:00,Single Table Dedupe - SalesforceMerge,"Merge Call Failure",Account,,,,,,"Object reference not set to an instance of an object."
- 2011-01-17T08:54:12-06:00,,"Dedupe action for single group ended",Account,,,,,,""
ANSWER:
This error can occur for a variety of reasons. Because DemandTools uses the Salesforce API merge call (assuming "Use Salesforce Merge" is checked) there must be something about those records that is preventing Salesforce from being able to merge them.
There have been a few instances where this error only occurred when merging via DemandTools but DID NOT happen when attempting to merge the same records directly in the Salesforce user interface.
Therefore, the first thing a user should do if they get this error is to ensure the latest version of DemandTools is installed. The most current version can be downloaded by clicking on Products in the top left hand corner of this screen.
If the error persists after upgrading, then try merging the same 2 records directly in the Salesforce user interface. MAKE SURE THAT THE SAME RECORD IS PICKED AS THE MASTER and see if you get a more descriptive error. Many times the Salesforce user Interface provides more details as to the exact nature of the problem.
NOTE: The Salesforce IDs of the records that DemandTools was attempting to merge when the error occurred can be found in the error message itself. These can be used to find and attempt to merge directly in Salesforce. The first record ID is the master that was chosen.
If the records cannot be merged in the Salesforce user interface then they will not merge in DemandTools. If however, they DO merge successfully in Salesforce but the error persists in DemandTools please let us know so we can troubleshoot further.
Below are some known causes of this error. For anything that does not fall into one of these categories please use the method above to try and identify the nature of the problem.
****Merging in General****
If a non-master record has been deleted since the duplicates were found in the results grid but BEFORE the group was merged. To check if this was the problem place the SECOND Id listed in the error message (in the example below: 0014000000G0KRJAA3) in the Salesforce URL and see if it says "Record Deleted."
2011-09-15T03:16:04-06:00,Single Table Dedupe,"Merge to Master",Account,Merge,0014000000asq5NAAQ,0014000000G0KRJAA3,,,""
2011-09-15T03:16:04-06:00,Single Table Dedupe - SalesforceMerge,"Merge Call Failure",Account,,,,,,"Object reference not set to an instance of an object."
2011-09-15T03:16:04-06:00,,"Dedupe action for single group ended",Account,,,,,,""
****Merging Leads****
Merging a converted Lead with an unconverted Lead. This can ONLY happen when a Lead was has been converted AFTER being downloaded to the Single Table Dedupe results grid. Single Table Dedupe DOES NOT download converted leads, so the only way a converted Lead can even be in the grid is if it was converted after it was downloaded and displayed in the grid.
****Merging Contacts****
Attempting to merge 2 or more contacts that are enabled as self-service users.
NOTE: There is a separate solution available with more details on this Merge Call Failure:
Merge Call Failure: "Object reference not set to an instance of an object" when merging Contacts
****Merging Person Accounts****
Attempting to merge a Person Account into a Business Account
Attempting to merge Person Accounts "proxy Contacts" via the Contact table instead of the Account table
Attempting to merge a Person Account "proxy Contact" with a Business Contact
NOTE: There is a separate solution regarding considerations when using Person Accounts and DemandTools
****Merging Partner Portal Accounts****
Attempting to merge a Partner Account with a Non-Partner Account AND choosing the Non-Partner Account as the master.
The Accounts CAN be successfully merged in this case but the Partner Account needs to be selected as the master record. The "Ispartner" field on the Account table can be used to identify which Accounts are Partner Accounts. This field can be selected on screen 1 as a field to show on the results grid so the user can manually select the Partner as the master or can be used in a Master Rule.
The following combinations of Partner Accounts can be merged in DemandTools (same as in the Salesforce User Interface):
- Partner -> Partner
- Non-Partner -> Non-Partner
- Partner -> Non-Partner (keeping the Partner as the master)
What CANNOT be merged in either DemandTools or the Salesforce User Interface:
- CustomerPortal Account (Iscustomerportal) -> Partner Account (Ispartner)
