Match & Merge Criteria

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
Fair Pass Applications (Current) to Client Profiles: SAMS Client
Fair Pass Applications (Current) to Client Profiles: TCS Client
Future - Additional
Profile Duplicates in CRM
Profile Duplicates from Legacy System
FP Application (Expansion) to Client Profiles
Welcome Policy Applications to Client Profiles

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	Email	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.