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How to merge duplicate records in Microsoft Dynamics 365 CRM


The Microsoft Dynamics 365 CRM application has a very powerful tool which can merge duplicate records.

This is available on Leads, Accounts and Contacts.

What is this all about?

Ever get a suggestion when saving a record to say that this is a duplicate?

The system detects similar content in the data, based on a set of pre-defined fields that are set up for duplication detection. This is typically email address, phone numbers, name of the Lead, Contact or Account.

You might choose to ignore this message if they are different. However, keeping your data healthy is a housekeeping task that every Dynamics 365 user should participate in. Clearing the system of duplicates can be done by merging 2 records.

How do I merge duplicate records?

Select the 2 records which are to be merged and click on Merge in the ribbon.

Merge duplicate records in Microsoft Dynamics 365 CRM

A screen will pop up which shows the difference in the 2 records and allows you to select which is the master record and which fields are to be kept/overwritten.

How to merge duplicate records in Microsoft Dynamics 365 CRM

One of the records will be deprecated by setting the status to Inactive. The master record will be updated as per your selection. All related data (Activities, Cases, Opportunities etc) from the deprecated record will be saved against this master record.

Additional Information

More information on Dashboards can be found on the Microsoft website here.

Further Information

If you have any questions about this or need assistance, then please contact the GCC Group Support Team on 0345 260 1151 or

Microsoft Dynamics 365 CRM

Microsoft Dynamics 365 CRM is a comprehensive customer relationship management software, used by small medium & enterprise sized businesses, to give you and your team the power to drive sales growth.

Connect your sales, marketing, and service teams with Microsoft Dynamics 365 CRM – breaking down any data silos.

Dynamics 365 CRM offers a choice of role-based CRM modules: sales, marketing, customer service & field service – simply choose which modules are needed for your business.

Speak to us today to find out which Microsoft 365 applications could be deployed in your business.