How do I eliminate duplicate contacts in my prophet contacts folder?

Prophet’s Contact Manager acts as the central location for all users’ contacts. As you know, Prophet syncs with Outlook contacts and one of your first steps when setting up Prophet is to register Prophet with an Outlook contact folder. This could be local contact folders, which everyone using Outlook has.

Prophet CRM: Outlook Contacts Integration View

Or you might be syncing Prophet with a public contact folder – one that is accessible by all users in Outlook within the Public Folder section. This is only available if you have Microsoft Exchange or SharePoint.

Prophet CRM: Outlook Public Folders Integration View

Since Prophet displays the contacts that are located in the Outlook contact folders that have been registered with Prophet, the most common reason for duplicate contacts is that the same contact exists within more than one Outlook contact folder.

In this example, Prophet has been synced with this public folder (note the highlighted contact, John Haden).

Prophet CRM: Outlook Public Folders Configured with Prophet Public Folders View

And it has also been synced with another user’s local contact folder.

Prophet CRM: Outlook My Contacts View

You will then see all contacts from each of these folders in Prophet and notice John Haden in there twice.

Prophet CRM: Contact Manager View View

When looking at the contacts in Contact Manager, you can verify which user is assigned to each.

If each of the duplicate contacts have different “Users” assigned, the source of the duplicates was a user that registered a different contact folder that contained “duplicate” contact data.

If that is the case, then there is no error in Prophet. Prophet is just displaying the contacts that are in multiple Outlook contact folders.

To resolve this issue, you can:

Sync Prophet with only one public contact folder from Outlook. This is only possible if you have Microsoft Exchange or SharePoint.

  • Once you have established one public contact folder to be used with Prophet, have each user move their contacts from their local contact folder into the public contact folder.

  • Next, each user will need to clear their Contact Manager – go to Tools>Resync Data>Clear Contact Data. There you will select all folders to be cleared from Prophet (check-mark anything that could have been registered with Prophet). Select Contacts and Companies (you may experience some data loss in the company notes, so if you need assistance, please contact support) then you can click OK to complete the Clear.

    Prophet CRM: Clear Contact/Company Data View

  • Then you will need to adjust your view in Contact Manager and register the new public folder with Prophet.Then you will need to adjust your view in Contact Manager and register the new public folder with Prophet.

    Prophet CRM: Contact Manager Saved Views View

  • If the cleared contact folders still appear in the Contact Selection area (see below in green), then highlight those and click the Exclude button.

    Prophet CRM: Contact Folders View

  • Click Add to add/register the new contact folder with Prophet. Highlight the new folder name and then click OK.

    Prophet CRM: Contact Folder View

  • Next, each user must change their working contact folder to match the new public folder that was just registered with Prophet. When you create new contacts in Prophet, the working contact folder is the Outlook folder those contacts are saved in. To do this, go to Tools>Prophet Administrator>Working Contact Folder.

    Prophet CRM: Administrator-Set Working Folder View

If you don’t have Microsoft Exchange or SharePoint and therefore cannot house all contacts in a public folder, you will need to communicate with the other users when duplicate contacts arise.

  • Determine which user will keep the master. Make sure the details (address, phone numbers, notes, etc.) from the “duplicates” are copied and pasted into the record determined to be the master so that record has all pertinent information. Then delete the “duplicates” from Prophet (this will in turn delete them from Outlook as well).

  • If the master contact was not contained in your local contact folder, the next time you attempt to open it from Prophet you will receive a message “Contact Doesn’t Exist, Do You Want to Create It?” Click YES. This will then create that contact in your local Outlook folder and allow you to view and edit the details.