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
| Term | Definition |
|---|---|
| Match | CRM Identifies and Flag that two objects are potential duplicates/match |
| Merge | To 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 |
| Attach | To 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 |
| Profile | CRM Object - Client Profile created |
| Application | CRM Object - Service Delivery created |
Business Scenarios
| Existing Scenarios | Match | Merge/Attach | ||
|---|---|---|---|---|
| Matched Profiles for Manual Merging | A.5 | n/a | ||
| Fair Pass Applications (Current) to Client Profiles: SAMS Client | A.1 | B.1|||
| Fair Pass Applications (Current) to Client Profiles: TCS Client | A.2 | B.2|||
| Future - Additional | ||||
| Profile Duplicates in CRM | A.5B.5, B.6, B.7 | |||
| Profile Duplicates from Legacy System | A.5 | n/a - User must resolve in legacy first; multiple Legacy IDs in the same field | ||
| FP Application (Expansion) to Client Profiles | A.1, A.2, A.5 | B.1, B.2, B.5, B.6, B.7|||
| Welcome Policy Applications to Client Profiles | A.1, A.3 | B.4, B.5, B.6, B.7 |
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 Fuzzy | Interchangeable? | |||||||
|---|---|---|---|---|---|---|---|---|---|
| Legacy ID | First Name | Last Name | DOB | Postal Code | Phone Number | Mobile Number | Other Phone | ||
| Criteria A | |||||||||
| : Manual | |||||||||
|---|---|---|---|---|---|---|---|---|---|
| A.1 | SAMS MID | ||||||||
| A.2 | CSIS Household ID | ||||||||
| A.3 | YARDI Applicant (P-Code) ID | ||||||||
| A.4 | CLASS Household PIN | ||||||||
| A.5 | n/a |
| Any Combination of 3 | |||||||||
| Criteria B: Auto | |||||||||
|---|---|---|---|---|---|---|---|---|---|
| B.1 | SAMS MID | ||||||||
| Any Combination of 3 | |||||||
| B.2 | CSIS Household ID | ||||||
| Any Combination of 3 | |||||||
| B.3 | |||||||
| Applicant (P-Code) ID |
| Any Combination of 3 | |||||||
| B.4 | CLASS Household PIN | ||||||
| Any Combination of 3 | |||||||||
| B.5 | n/a | Any Combination of 4 | |||||||
Assumptions/Requirements
| Assumptions/Requirements | Possible? | |
|---|---|---|
| 1 | Phone number fields can match interchangeably | |
| 2 | Fuzzy |
| First Names (good enough to account for middle names?) | ||
| 3 | Postal Code value can separate from Address field | |
| 4 | CRM can use multiple sets of Criteria - any one of them can meet requirements | |
| 5 | CLASS household PIN is available in CRM (either User entered or CLASS migration) | |
| 6 | Email 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 Categories | Description | |
|---|---|---|
| 1 | Real Value | Select the value that is not 'Null' or '0' |
| 2 | Legacy Field | Select the value that is from the appropriate legacy system (e.g. SAMS ID value should be selected from the profile created by SAMS extract) |
| 3 | Open File | Select 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) |
| 4 | Time Stamp | When 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. |