Identity resolution not working | XM Community
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Hi everyone,

I’m experiencing an issue within the Directory. Some time ago I set the rule for merging duplicate contacts based on external data reference values. This rules should apply to all newly added contacts.
I just discovers that something is not working since I have duplicates despite the rule.
Find below some screenshots about the problem.

Can someone explain why this is happening?
Best,
Carlo

 

Hi, it is quite possible that the duplicates existed before the identity resolution rule was set. You can go to the same placed to manually consolidate any duplicates that are present.

Hi ​@TusharDalwani,

thanks for answering. Based on what you said, how can I know which contact information will override which ones? Most recent ones overrides old ones?

Thanks,

CM

yes, the most recent contact will override the old contact.

See https://www.qualtrics.com/support/iq-directory/directory-settings-tab/automatic-deduplication/#:~:text=Note%20that%20when%20existing%20contacts%20are%20merged%20using%20this%20method%2C%20the%20following%20contact%20attributes%20will%20keep%20the%20newest%20value%20for%20the%20consolidated%20contact%3A

Pretty weird, but thanks guys.

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