How to interpret duplicate account records in search results
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Merriott Lyle Distribution: documents · How to interpret duplicate account records in search results
Tariq asking whether duplicate account records in search results (same account number, different branches) is expected behaviour or mapping issue. Bethan confirmed duplicates are expected when records exist separately in source systems.
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Current to 11 Oct 26Tariq asking whether duplicate account records in search results (same account number, different branches) is expected behaviour or mapping issue. Bethan confirmed duplicates are expected when records exist separately in source systems.
Problem: Tariq observing account numbers appearing twice in search results (one from branch system, one from CRM) and asking if this indicates error or expected behaviour. Handling: Bethan Lister explained this is correct and expected when same account exists in two source systems. Both records intentionally shown so users see full picture: branch system provides stock position, CRM provides account manager notes. Offered deduplication configuration as future option if needed. Watch: Healthy education question showing growing user understanding. Tariq learning to interpret multi-source data correctly rather than treating duplicates as bugs.
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Updated 9 Oct 26Trail
created · Tariq Saleem 16 Jul 2026 14:53Hi, quick question on how the brain handles duplicate account records when they come through from different branches. We've been seeing some account numbers that appear twice in the search results: is that expected behaviour because they come from both our branch system and the CRM, or is there a mapping issue I should check? Just want to understand how to interpret what I'm seeing so I can explain it to the teams. Cheers, Tariq- public_reply · Bethan Lister 16 Jul 2026 16:54Hi Tariq, thanks for picking this up. Just so I've got this right, you're seeing the same account number appearing twice in search, but linked to different sources? That's expected when an account exists in both your branch system and the CRM separately. The brain shows you both records so you can see the full picture: the one from the branch has the stock position, and the one from the CRM has the key-account manager's notes, for example. It's not a mapping issue if they're genuinely two separate records in your source systems. If you want to deduplicate them in the brain down the line, that's something we can help with, but it would involve configuring a matching rule. For now, they'll show as two records. Does that help? Thanks, Bethan
- status_change · 1 Aug 2026 23:59