Ownership and Duplicates
Duplicate scanning, merge workflow, and record ownership transfer
Duplicate Detection
Use Scan For Duplicates from Lead or Account before converting, quoting, or transferring a customer. The duplicate tools are designed to surface duplicate matches and drive users through the merge wizard rather than leaving hidden duplicates behind.
Sales users should check duplicates when:
| Moment | Reason |
|---|---|
| New Lead intake | Prevent two reps from working the same customer. |
| Before lead conversion | Avoid creating duplicate Accounts and Contacts. |
| Before quote creation | Prevent quote and order history from splitting across Accounts. |
| Before ownership transfer | Make sure the right customer record is moving. |
Merge Behavior
Use the duplicate merge wizard instead of manual deletion. The merge path keeps the user focused on the winning record, duplicate match evidence, and fields that need review. When in doubt, keep the Account with the richer order, invoice, payment, and address history.
Ownership Transfer
Use Transfer Ownership actions on Lead, Account, Quote, and Sales Order records. The custom transfer path records who moved the record, why it moved, the previous owner, the recipient, and source context for reporting.
Ownership transfers should include a clear reason. The reports track transfers by owner, recipient, previous owner, moved-by user, source category, and leads transferred without follow-up.
Sales Rep Expectations
After receiving a transferred Lead or Account, create or update the follow-up task. The handoff is not complete until the receiving owner has a next action.
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