After moving our help desk to Salesforce Service Cloud in May, we found about 30% of incoming tickets hit duplicate contacts and dragged first response by a couple minutes. Do you let the CRM auto-merge on email/phone at case creation or prompt agents with suggested matches, and which route kept CSAT steady?
We only auto-merge on exact email + normalized phone and “active in last 90 days,” and we route anything else to a 10‑second agent prompt via Salesforce Matching/Duplicate Rules (https://help.salesforce.com/s/articleView?id=sf.duplicate_management_about.htm&type=5); CSAT stayed flat, but we exclude shared inboxes and contacts tied to multiple Accounts. What’s your current match threshold?
Building on @james14, a tweak that helped us: attach the case to the “last-touch contact” on that email/phone immediately and push the actual contact merge to a 15‑minute scheduled Flow — first reply stays snappy and CSAT stayed flat. We also tag shared inboxes with “Do Not Merge” to prevent bad collapses; would a short delayed-merge window work for you?
After your May move, are dupes mostly role emails? We skip auto-merge for role addresses and unverified phones, @logan_bro79.
We stopped deciding at creation and had Flow drop the top two matches into Case Contact Roles, set Primary to the one with a closed case in the last 60 days, then prompt the agent only after the first reply. That pulled your “first response by a couple minutes” back to baseline and ratings held while merges run nightly. Are your 30% skewed to new domains since the May Service Cloud move, or legacy dupes?