Troubleshoot account merge error in Salesforce

When you merge two Salesforce accounts that both have related Account Team records, a merge error can occur if the custom field fcio1__External_ID__ccontains a value in both records. This article explains the cause of the error and provides a workaround.

Cause of the merge error

The fcio1__External_ID__c field on the Account Team object is a critical component of the Fullcast managed package. During an account merge, Salesforce's logic incorrectly identifies the unique external IDs on the separate Account Team records as duplicate values. This limitation in Salesforce's standard merge process for Account Teams prevents the merge from completing.

The resulting error message typically contains the following text: Duplicate Value Found: fcio__External_ID__c.

Note

The fcio1__External_ID__c field is essential for the Fullcast managed package to function correctly. Deleting this field will break the standard account team export feature.

Workaround: delete the non-primary account team

To resolve the merge error, you must remove the conflicting Account Team from the non-primary account before initiating the merge.

1. Identify the two duplicate accounts that you intend to merge.

2. Determine which account will be the primary record.

3. For the non-primary account, navigate to the Account Team related list and delete all members.

4. Initiate the account merge in Salesforce.

FAQs

1. If I delete the Account Team in Salesforce, will it cause a data misalignment between Salesforce and Fullcast?

   No. The Fullcast data model uses the the Fullcast GTM and Territory Member objects (fcio1__GTM__c and fcio1__Territory_Member__c) to relate accounts and account teams. This architecture allows for account-level management within the Fullcast application, so deleting the account team from the non-primary record in Salesforce will not cause a misalignment after the merge.

2. Is there a setting in the Fullcast managed package to disable this check and avoid the error?

   No. The fcio1__External_ID__c is required to manage assignments effectively and to distinguish account team roles managed by Fullcast from those managed by other sources.

3. How will merging accounts impact a scheduled import job?

   The account that is deleted in Salesforce during the merge will also be removed from Fullcast during the next scheduled import.