Duplicate Record Errors in CRM Sync

Symptom

The purpose of this article is to provide direction to Outreach Admins on addressing duplicate record errors in CRM sync.

Applies To

• Outreach Admins

Resolution

1. Make sure that you do not have duplicate records in Outreach and in your CRM. Duplicates are determined by the deduping configuration.
2. If syncing of a record is blocked because the owner of the record is a duplicate of another user in Outreach, map the correct CRM user to the Outreach user, or change the owner of the record in the CRM to the user in Outreach. How to map users or remove users mappings in CRM plugin.
3. Use Outreach Purposeful Duplicates feature if it meets your use case. How to enable Purposeful Duplicates. 
4. Modify deduping criteria when syncing records between Outreach and CRM. How to set up custom record deduping in Outreach.

Cause

Duplicate record errors occur when a record with the same unique attributes already exists in Outreach or the CRM and the record fails to sync. 

Here’s some of the reasons you will see this error

1. A prospect with the same email address already exists in Outreach.
2. A user with the same email address already exists in Outreach.
3. An Account with the same name already exists in Outreach.
4. A Role with the same name already exists in Outreach.
5. An entity with similar attributes already exists in Outreach.
6. A Task, Contact, Account, or any other entity already exists in the CRM

Additional Information

How to map users or remove user mappings in CRM plugin

How to troubleshoot Salesforce error: “A Role with this name already exists in Outreach”

How to enable purposeful duplicates

How to setup custom record deduping in Outreach