Duplicate Record Errors in CRM Sync

Symptom

A duplicate record error appears during CRM sync. The error occurs in the following scenarios:

1. A prospect with the same email address already exists in Outreach.
2. A user with the same email address already exists in Outreach.
3. An Account with the same name already exists in Outreach.
4. A Role with the same name already exists in Outreach.
5. An entity with similar attributes already exists in Outreach.
6. A Task, Contact, Account, or any other entity already exists in the CRM

Applies To

• Outreach Admins

Resolution

1. Make sure that you do not have duplicate records in Outreach and in your CRM. Duplicates are determined by the deduping configuration.
2. If syncing of a record is blocked because the owner of the record is a duplicate of another user in Outreach, map the correct CRM user to the Outreach user, or change the owner of the record in the CRM to the user in Outreach.
3. Use Outreach Purposeful Duplicates if it meets your use case.
4. Modify deduping criteria when syncing records between Outreach and CRM.

Cause

Duplicate record errors occur when a record with the same unique attributes already exists in Outreach or the CRM and the record fails to sync.

Additional Information

How to map users or remove user mappings in CRM plugin

How to troubleshoot Salesforce error: “A Role with this name already exists in Outreach”

How to enable purposeful duplicates

How to setup custom record deduping in Outreach