Users with the appropriate permissions can use the Merge Accounts tab to find and merge duplicate accounts within Vault CRM. The tab allows users to compare the records side-by-side, select a winning record, and merge the information.

Do not use the Merge Accounts tab in Vaults with Veeva Network. Network account merges require different logic for some records, for example, addresses. Instead, use the functionality within Veeva Network to suggest the account merge.

Selecting and Comparing Accounts

To select and compare accounts for merging:

1. Navigate to the Merge Accounts tab.
2. Use the Search field to find the first account.

   Users can search by Account Name, Parent Account, Account Identifier, NPI #, or Veeva ID.

3. Select the checkbox next to the appropriate account.

4. Repeat the search process to find and select the second account. Selected accounts display above the search results.

   

5. Select Continue.

The two accounts display side-by-side in a read-only view for comparison.

Fields with different values are highlighted in yellow. Users can also view and compare the number of related records for each account, for example, Addresses, Territory Information, and Sample Information.

Select related records to open a new tab to view the specific records.

Selecting a Winning Account and Previewing the Merge

After comparing the two accounts, select which account to keep as the winning record.

To select a winning account:

1. Select the Use as Winning Account option for the appropriate account.

   The different fields on the winning account are highlighted in green with a check mark, while differing field values on the losing account are highlighted in red with an x icon.

   If a field on the winning account is blank, but the same field is populated in the losing account, the losing account value is lost.

   This color-coding also applies to related records. Related records that will be re-parented are highlighted in orange, with a merge icon. Related records that will be updated or deleted are highlighted in red, with a delete icon.

   

2. Review the informational messages above the related record tables to understand how records for Addresses, Territories, Samples, and Account Information will be handled during the merge.

3. Review the related records for all other Account related objects. They will be reparented as-is.

   Links that show 2 Records open in a new tab for the user to review those specific records.

4. Select Next.

   A Summary of Changes modal displays, detailing the impact of the merge on the related records that have special handling. These messages include which records are moved, updated, or deleted.

   

5. Select OK.

   A preview of the final, merged account record displays as it will appear after the merge is complete.

Users can select View Summary of Changes at any time to reopen the Summary of Changes modal.

Completing the Account Merge

To complete the merge:

1. Select Merge Accounts.

   A confirmation dialog displays, warning that the action will result in permanent data changes and losses.

2. Select Merge Accounts to execute the merge.

   Upon successful completion, the winning account displays. If the merge fails, an error message displays. More information on the merge can be viewed in the user's notifications.

Post Processing of Child Accounts

Child account records are processed if the parent_account__v field and/or child_account__v field references the deleted account. The deletion happens in one of the following two steps:

1. The child account is deleted if child_account__v.parent_account__v AND child_account__v.child_account__v match the deleted account.
2. The child account is deleted if there are already other child accounts with the same external_id__v.

The external_id__v value is always [parent_account__v]_[child_account__v]. This ensures any child accounts with the same parent and child relationship are removed.

All other child_account__v records associated with deleted accounts are reset by clearing the external_id__v fields to enforce the uniqueness of the parent / child pair in the account hierarchy.

Merging Product Metrics

During the account merge process, and after post-processing of child accounts, product metrics records are evaluated and updated to ensure data consistency. The merge process identifies duplicate product_metrics__v records using the following unique key combination:

product_metrics__v.account__v AND

product_metrics__v.location__v AND

product_metrics__v.products__v AND

product_metrics__v.detail_group__v

After the merge process, if the winning account has product metrics records, those records are retained. Product metrics records from the losing accounts(s) are retained if there is no matching record on the winner. Product metrics records from the losing account(s) that match the unique key combination are deleted to prevent duplication.

If the winning account has no existing product metrics records, the product metrics records from the losing account(s) are copied to the winning account.

These rules ensure that merged accounts reflect accurate and complete product metrics data, minimizing redundancy and improving data quality.

Merging Accounts with MCCP Records

When accounts in a Multichannel Cycle Plan are merged, MCCP-specific processing handles the losing account's mc_cycle_plan_target__v record and all related calculations. If both the winning and losing account are on the same MCCP, the mc_cycle_plan_target_status__v field on the losing account’s mc_cycle_plan_target__v record is set to merged__v. Targets with merged__v status are considered inactive and are excluded from future MCCP calculations and processing. MCCP admin users may delete merged mc_cycle_plan_target__v records.

The following table summarizes outcomes for common account merge scenarios:

Merging Sample Limit Records

When accounts with Sample Limit records are merged via the Account Merge process, the losing account’s sample_limit__v and sample_limit_transaction__v records are compared to the winning account’s Sample Limit records of the same type, and the accounts’ sample limits are merged. This merge ensures existing Sample Limit records and their associated transactions on the losing account record are tracked after merging with the winning account.

The following fields enable Sample Limit and Sample Limit Transaction tracking for accounts:

If the date ranges on the losing account’s existing Sample Limit records do not conflict with any of the date ranges on the winning account’s Sample Limit records, the following process occurs:

• The original_account_id__v on the losing account's sample limit record is set to the losing account's ID
• The losing account’s Sample Limit record and any associated Sample Limit Transactions are reparented under the winning account
• The merged__v checkbox on the losing Sample Limit record and its associated Sample Limit Transaction record is selected
• The group_id__v field on the losing Sample Limit record is updated with the winning account’s Account ID

If the date ranges on a losing account’s existing Sample Limit records conflict with date ranges on the winning account’s Sample Limit records, the following process occurs:

• The merge_conflict__v field on the losing account’s Sample Limit record is set to the record ID of the conflicting Sample Limit on the winning account
• The merged__v checkbox on the Sample Limit is selected

Merging Sample Limit Transaction Records

If the call_date__v field values on any of the losing account’s Sample Limit Transactions records are within the date range of a Sample Limit record on the winning account:

• The merged__v checkbox on the Sample Limit Transaction is selected
• The Sample Limit Transaction is reparented under the appropriate winning Sample Limit
• The sample_limit_id__v, sample_limit_name__v, and sample_limit__v fields on the transaction are updated to match the Sample Limit Transaction’s newly parented Sample Limit

If the call_date__v field values for the losing account’s Sample Limit Transaction records are not within the date range of any Sample Limit associated with the winning account:

• The merged__v checkbox on the losing account’s Sample Limit Transaction record is selected
• The Sample Limit Transaction remains nested under the losing account’s Sample Limit record

Calculating Disbursed and Remaining Sample Quantities

After all Sample Limits and Sample Limit Transactions are reorganized using the above methods, the disbursed_quantity__v and remaining_quantity__v fields on the winning Sample Limit records are updated to include the reparented Sample Limit Transactions.

If an HCP’s Sample Limit is 20 grams of a product per quarter, when an admin merges a duplicate account record to his main record, two sample disbursements of 5 grams from the duplicate account are reparented under the master account record’s Sample Limit. On the master account’s Sample Limit record, the disbursed_quantity__v field is updated to include 10 more grams and the remaining_quantity__v field value is reduced by 10 grams.

There is no way to enforce Sample Limit violations when merging accounts. Sample Limit violations are enforced on the call report. For more information, see Enforcing Sample Limits.