Merge contacts in order to get the "Golden Record" in Hybris Marketing on-premise V1702

[former_member318524]

Dear Experts,

Doing some testing i realize that i dont understand the logic that determines when two contacts will be merged or not.

I've created two contacts with different information

Contact 1:

Name: Belén - Lastname: Paladino - Country: Colombia - Region: Guajira - email: belen.paladino@gmail.com

Contact 2:

Belen - Lastname: Palattino - Country: Angola - email: belen.palattino@gmail.com

These are my doubts:

• I thought that the email is the field that determines when contacts should be merged or not. But these contacts didn't have anything in common and they got merged anyway. Why the golden record had to be one and not the other ?

• Where is the logic that determines how the contacts will be merged? Can i change it?

• I know that in HM Cloud it is possible to determine which field will be the important in order to determine the golden record. In Hybris On-premise v1702 i didn't find the place where i can determine this field.

• What happen when we are loading this information in a massive way by the Data Services?. i have this example: i am going to load contacts from different branch. This contact bought and is registered in the branch 1 and thy only have his first name, last name and his phone number. In the branch 2 they got a nickname and the email address. How the system will identify that they are the same person?.

• Is it necessary and recommended to have all the contacts loaded in HM data base before we upload the interaction information?

In this case I compare the contacts and as you can see they don't have anything

in common.

Then i merge the contacts :

After merged one of the contacts are deleted.

Best Regards,

Danitza Apaza

[former_member318524]

Dear Joyca,

Thank you so much for the information. i will apply it and i will let you know it works.

Best Regards,

Danitza Apaza

[Former Member · Accepted solution]

Hi Belen,

the contact merge is automatically done when the contacts are created and this can be influenced by your SPRO settings for Origin of contact and also by BADI.

Lets take an example where you have email as primary in this case if you load another contact with an email address already existing in the system, the system will not create a new contact but overwrite the old record with new details.

In case the email is not primary and any other origin is defined, it will allow multiple customers to have same email address (this is a hard match) but since your id origin settings are being driven by some other primary attribute(Commerce or CRM) the system will not merge n match these automatically but may suggest them for review as potential duplicates.

in the above case even if the email address is different but name is same then it is a soft match and a container contact is created while creating the second record and is once again available for review.

The merge and match programs CUAN_IC_MERGE are simply merging two contact which you provide as source and target, the same programs are being called when you do the merge at UI as well.

In your case the merge will not happen for two reasons.

1.your primary in SPRO are your commerce id's with highest priority and non shareable, which means even if you provide 10 contacts with same email address they will all be created as new as long as there commerce id's are unique.

2.you have setup email as multiple and shareable which means its not unique hence should not merge records but may suggest them for review.

Point to note is if you choose the contacts on UI and press merge the system will just go ahead and merge those records like it did in your case and not really check if any details even matched or not since this is based on user input it is a safe assumption to make that you know the two contacts are same hence you are performing the merge operation and system does not make any checks.

Hope this information helps 🙂

Thanks

Vineet

[former_member318524 · Accepted solution]

Dear Vineet,

Thank you so much for your answer. it was very helpful.

Best Regards,

Danitza Apaza

[KunalBansal]

Dear Belen,

Please check my answer to give you an idea - https://answers.sap.com/questions/484859/golden-record-merge-process.html

I can provide you more details on follow up questions.

Thank you.

Best Regards,

Kunal

[vervinckt_joyca]

Hi Belen,

Next to the "golden record merge" process; also the following program can run as a job:

CUAN_CE_IC_TRIGGER_EIM

This program uses HANA fuzzy match logic (you can check more details under the "i" button in the program in SE38) to flag contacts as "For Review" in the Contacts app in hybris marketing.

As I see in your initial description, Belen Paladino and Belen Palattino were NOT merged automatically at first, but were listed as "for review" and you were able to start a side-by-side comparison of the both contacts. And then you have manually pressed the "merge" button, right?

Note that you can ALWAYS decide to manually merge any two contacts; the "golden record" logic in hybris marketing is applied only to the automatic merge process. If you merge manually then you decide that they must be merged. (however you can't seem to decide wether to keep the "left" or the "right" side of the comparison, for this I made a suggestion to SAP on https://influence.sap.com/sap/ino/#/idea/211285 )

HANA Fuzzy logic can only detect that two contacts MIGHT be the same but does not merge them immediately; but rather flags them as "for review" and leaves it to human intelligence to decide if they should be merged. You could for example have a Joyca Vervinckt and a Joyce Vervinckt at the same city on the same street but with different e-mail addresses; then you would logically decide that they are the same person and merge them with the manual merge button.

But your two Belen's live in a different country, so you would decide not to merge them. Then you should not manually press the "Merge" button in the Review/Compare screen; but the "mark as reviewed" instead.

Hope this helps,

Kr,

Joyca

[former_member318524]

Dear Kunal,

Thank you so much for your answer.

Regarding this point mentioned in the link you added: "

1. The merge is triggered automatically and is a different 'thing' than the job "Contacts: Match and Merge Contacts". What are these: 'thing' Could you please let me know the name of the programs? I would like to take a look looking the abap programs.
2. Regarding this point: "There is a ‘container’ contact is created and the interaction is assigned to it, please check" , I understand that the contact loaded from other base like a middleware should be marked as "CONTAINER"? Could you please explain more about it? what's the program i should use?. I understand that first of all i must have like a master date of contacts with the "container field" flag , and after that i must upload the interaction? . When we uploaded our contacts we didn't fill this filed. this is the image
3. What's the program name that do this merge with container and the one of the merging ? Do you know the guide that talk about it?

Best Regards,

Danitza Apaza

[KunalBansal]

Standard Hybris Merge/De-Merge program CUAN_IC_MERGE

[SauMaris]

I am afraid you won't get answers to these questions. That container thing is something everyone is wondering. I myself never have completely understood it's concept as same as merging, which is still surprising me time to time, but it has become better lately though.

See if you have a chance to fiddle with the BADI, which is responsible for merging and tune it for your needs. Also check, if you have configured "origins of contact id" properly for your needs. That config is used a lot for a decision whether to merge or not.

[KunalBansal]

Also, check the blog - Contacts in SAP Hybris Marketing – Understanding the Concept of Golden Records

[former_member318524]

Dear Kunal,

Thanks a lot for your big help trying to make me understand this subject.

In the blog you mentioned before you said this:

1. The merge is triggered automatically and is a different 'thing' than the job "Contacts: Match and Merge Contacts". \

I assume that the merge what is triggered automatically is by the program '"CUAN_IC_MERGE" and what is the job of the contact you mention in this point?

There is a user guide for this?

Thanks a lot for your big guidance and help.

Best Regards,

Danitza Apaza

[former_member318524]

Dear Kunal,

I've read this blog that you mentioned about "Understanding the concept of golden records" but it doesn't answer the question i have. I will read it again .

Best Regards,

Danitza Apaza

[former_member318524]

Dear Maris,

I am working in on-premise version 1702, but the only thing i can see in this configuration regarding this is where i have to do the customizing to define the ID Origin but this is it, there is not any logic behind it that can tell me if this will be the field i should take into account in order to make a field as relevant for the building of the golden record.

Where in the customizing i determine which field will be the one that i have to consider as the key to get the golden record?

Here is define what the ID Origin, the sources from where the information will come, but where i can set the key field for the "Golden Record" ? What if i don't want that the "email" is a field to be considered as the key in order to merge, because in my case i have the same contact in different stores and they don't always give their email address.

Best Regards,

Danitza Apaza

[SauMaris]

You don't define it directly. You define the logic with your choices made per "origin of contact id" fields "One per contact" and "sharable". I have noticed they work in combinations. But check the help page, chapter "Merge Process on New Import", that should help.

https://help.sap.com/viewer/0204678aad934e5da0ecf4d40ba38ca9/1802%20YMKT/en-US/1f4ef50e6aa4447099fe9...

If you don't like the standard behavior, you can adjust it with your BADI implementation.