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Purpose

To keep the business rules of Matching and Merging of CRM client profiles and Applications (service deliveries) as consistent as possible across all HSI lines of businesses.

The rules below are not implemented as of 07/2021 - various similar rules are in place for existing business scenarios below.

Definitions

TermDefinition
MatchCRM Identifies and Flag that two objects are potential duplicates/match
MergeTo merge multiple Profiles into one; can be done auto or manual; when merging, a master record must be identified, and business rules to select values must be identified
AttachTo associate different CRM objects with one another, e.g. attaching an application to a profile, or an interaction to an application (service delivery); can be done auto or manual
Manual-A CRM user completes this task
Auto-CRM completes this task without user intervention
ProfileCRM Object - Client Profile created
ApplicationCRM Object - Service Delivery created


Business Scenarios

A.2B.5, B.6, B.7B.1, B.2, B.5, B.6, B.7
Existing ScenariosMatchMerge/Attach
Matched Profiles for Manual MergingA.5n/a

Fair Pass Applications (Current) to Client Profiles: SAMS ClientA.1B.1

Fair Pass Applications (Current) to Client Profiles: TCS ClientB.2

Future - Additional 

Profile Duplicates in CRMA.5

Profile Duplicates from Legacy SystemA.5n/a - User must resolve in legacy first; multiple Legacy IDs in the same field

FP Application (Expansion) to Client ProfilesA.1, A.2, A.5

Welcome Policy Applications to Client ProfilesA.1, A.3B.4, B.5, B.6, B.7
CRM Scenarios



CRM Scenarios

A: Manual - CRM Matches but Does Not Merge/Attach; Manual Merge/Attach by User

B: Auto - CRM Match and Auto-Merge/Attach; No User Intervention required

Scenario Fields: x = Exact Matches unless identified as FuzzyInterchangeable?

Legacy IDFirst Name
Last Name DOBPostal CodeEmailPhone Number Mobile NumberOther Phone
Criteria A
- CRM Matches but Does Not Merge/Attach; Manual Merge/Attach by User
: Manual








A.1SAMS MID







A.2CSIS Household ID







A.3YARDI Applicant (P-Code) ID







A.4CLASS Household PIN







A.5n/a
xxxCriteria B - CRM Match and Auto-Merge/Attach; No User Intervention requiredx
Any Combination of 3
Criteria B: Auto








B.1SAMS MID
Fuzzyx
Any Combination of 3
B.2CSIS Household ID
Fuzzyxx
Any Combination of 3
B.3
YARDI
Applicant (P-Code) ID
Fuzzyxx
Any Combination of 3
B.4CLASS Household PIN
FuzzyxxB.7n/aFuzzyxxx
Any Combination of 3
B.5n/a
FuzzyxxxB.6n/aFuzzyxxx
Any Combination of 4


Assumptions/Requirements


Assumptions/RequirementsPossible?
1Phone number fields can match interchangeably
2Fuzzy First Names (good enough to account for middle names?)
3Postal Code value can separate from Address field
4CRM can use multiple sets of Criteria - any one of them can meet requirements
5CLASS household PIN is available in CRM (either User entered or CLASS migration)
6Email becomes increasingly utilized/requirement for multiple lines of business-


Rules for Merging Duplicate Client Profiles - When Merging, how to select values in common fields


Hierarchy CategoriesDescription
1Real ValueSelect the value that is not 'Null' or '0'
2Legacy FieldSelect the value that is from the appropriate legacy system (e.g. SAMS ID value should be selected from the profile created by SAMS extract)
3Open FileSelect the value that is from the file with a non-'Terminated' status (e.g. select the address from the Active SAMS profile over the Terminated RGI profile)
4Time StampWhen both files have the same status (both Active or both Terminated), select the value from the file that is more recently updated


Selecting a Master Record:

Should not matter unless duplicate profiles have service deliveries of the SAME application type - i.e. these are duplicate profiles from the legacy system.

User intervention is required, no auto-merging is done

When user selects a master record, CRM automatically disassociates the final (merged) client profile from the duplicated service delivery, as each client profile can only be associated with one service delivery per application type. Therefore, user must resolve duplicate in legacy system first, before they are able to accurately select a master record with merging the CRM profiles.