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If your CRM is handled by multiple users and has multiple contact sources set in place, there is always a likelihood of duplicate records being created. While Freddy helps you detect duplicate records, it is ideal if you can prevent duplicates from being created in the first place. In Freshworks CRM, this can be implemented by making a field “unique.” 


Freshworks CRM has a set of default fields that are marked as unique:

  • Email address field on Contacts (Primary Email address only)

  • Name field on Accounts

Based on the nature of the business, admins can choose upto 2 unique fields (default or custom) per module. Unique fields can be of either text or number type.


When a field is marked unique, Freshworks CRM does not allow users to save the record if the value in the unique field is already present in the system. This is validated when a record is saved manually, through a bulk update, integration APIs, or CSV imports. 


To understand how this works, let us look at an example. 


Let us consider that you would like to use the field 'Mobile number' to screen for duplicate contacts. Here’s how you can do the same, 


1. Go to Admin Settings > Contacts/Accounts/Deals Module and click the dropdown on the field that you wish to make unique.

Note: 
  • Only Text field and Number fields can be marked ‘unique’.
  • A maximum of 2 fields per module can be marked ‘unique’

 


2. Click the checkbox titled ‘Mark the field as unique’. This presents you with a dialog box that requests confirmation.

3. Click to configure the field as unique.


Note: Once a field is made unique, it cannot be reverted back


4. Click to make the configuration changes live.


Alternately, you can also make a field unique from the EDIT FIELD overlay


How does making a field unique prevent duplication of records?

Whenever a user tries to create a new contact with a Mobile number matching that of an existing contact, Freshworks CRM throws a duplication alert and prevents the creation of the contact. Only when a unique Mobile number is provided will Freshworks CRM create the contact. This helps you to prevent the creation of duplicate contacts in your account.

Downgrade scenario: When your account is downgraded to below the Pro plan, the uniqueness applied on a field will be removed and the unique check will be reverted back to the default settings– Email address field on contact and the Name field on accounts.