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kevin_ly
kevin_ly
Helper ⭐️
January 6, 2017

MDA Does not respect SFDC Account Merge

  • January 6, 2017
  • 12 replies
  • 49 views
I had an issue come in where a fairly big client that does SFDC Account Merge fairly frequently. In SFDC, after a merge all of the loser Account IDs through lookups in objects gets updated to the Master which is good. However, I found out that the MDA would still look at the old ID making a big chunk of data disappear of reports.

I feel this could be a big problem as we are storing MDA such as relationship scorecards, email logs, and a lot of other things. For the client that had this issue, they didn't even know it was happening.

Kevin

      12 replies

      dstokowski
      dstokowski
      Gainsight Employee ⭐️⭐️
      January 6, 2017
      Kevin -
      Thanks for raising.  What happens with all of our SFDC objects?  Are there now two Customer Info records (one that used to be tied to loser account and one tied to winner account) once this happens?  
      kevin_ly
      kevin_lyAuthor
      Helper ⭐️
      January 6, 2017
      For All SFDC object including ours, the loser's Account ID in the merge will update to the new Master. This happens only if a lookup goes back to account on the object. 

      For customer Info, exactly, customer info is left with two records of the same account id, our Data Anomalies picks this up and ask which to merge.
      dstokowski
      dstokowski
      Gainsight Employee ⭐️⭐️
      January 6, 2017
      Do you know Kevin if the merged account records or IDs are kept in SFDC somewhere?  How could MDA know a merge has happened?
      kevin_ly
      kevin_lyAuthor
      Helper ⭐️
      January 7, 2017
      From my knowledge, old id is gone forever, you can pull an account history, but it doesn't tell you what the old id was. 

      MDA will give no indication that a merge happened, records would just sit there unchanged, referencing the old id.
      kevin_ly
      kevin_lyAuthor
      Helper ⭐️
      April 17, 2017
      Any updates on this?
      tom_gerth
      tom_gerth
      Gainsight Employee ⭐️⭐️
      May 14, 2018
      This issue has become more prominent since the establishment of the Company object as well as the Activity Timeline object.

      Is there any plan to allow MDA to respect SF merges or at least give the customer the power to make these adjustments in the UI?
      Enterprise Support Manager, Gainsight
      sai_ram
      sai_ram
      Expert ⭐️⭐️
      July 24, 2018
      Hi Team,
      This is a missed use-case, changing this to an Idea post and redirecting this to our product team.

      Thanks for posting
      kunal_bhat
      kunal_bhat
      Helper ⭐️⭐️⭐️
      July 25, 2018
      Hi Kevin/Tom,

      Doesn't Gainsight Connect update the winning Company in MDA after the SFDC account merge?

      This would still leave the old  "losing" Company records in MDA as orphans but they can now be deleted from the Data Operations UI. 

      You would still need to know which ones to delete though. Is this something that could work?

      Thanks,
      Kunal
      kevin_ly
      kevin_lyAuthor
      Helper ⭐️
      July 30, 2018
      I would say yes it will work. For bulk delete I can see someone marking custom orphaned flag  in company and later filter, then delete by that in data operation.
        kevin_ly
        kevin_lyAuthor
        Helper ⭐️
        August 6, 2018
        Hey Kunal,

        Follow on this. I did this in my dev org and found Scorecard Fact data was deleted with Company deletion, but timeline was still there and would show. Is there something in docs that lets someone know the related records that will be deleted? If timeline is still there then user would need to send a delete request to us still.
        Show more replies
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