[ADD] CRM: Merge Leads and Opps

closes odoo/documentation#8512

X-original-commit: 83d105c067
Signed-off-by: Jessica Rogers (jero) <jero@odoo.com>
Co-authored-by: ksc-odoo <73958186+ksc-odoo@users.noreply.github.com>
Co-authored-by: Sam Lieber (sali) <36018073+samueljlieber@users.noreply.github.com>

content/applications/sales/crm/pipeline.rst

@@ -9,3 +9,4 @@ Organize the pipeline
 
    pipeline/lost_opportunities
    pipeline/multi_sales_team
+   pipeline/merge_similar

content/applications/sales/crm/pipeline/merge_similar.rst

@@ -0,0 +1,115 @@
+=====================================
+Merge similar leads and opportunities
+=====================================
+
+Odoo automatically detects similar *leads* and *opportunities* within the *CRM* app. Identifying
+these duplicated records allows them to be merged without losing any information in the process.
+Not only does this help keep the *pipeline* organized, but it also prevents customers from being
+contacted by more than one salesperson.
+
+.. note::
+   When merging opportunities, no information is lost. Data from the other opportunity is logged in
+   the chatter, and the information fields, for reference.
+
+Identify similar leads and opportunities
+========================================
+
+Similar leads and opportunities are identified by comparing the *email address* and *phone number*
+of the associated contact. If a similar lead/opportunity is found, a *Similar Leads* smart button
+appears at the top of the lead (or opportunity) record.
+
+.. image:: merge_similar/similar-smart-button.png
+   :align: center
+   :alt: An opportunity record with emphasis on the Similar Leads smart button.
+
+Comparing similar leads and opportunities
+-----------------------------------------
+
+To compare the details of similar leads/opportunities, navigate to :menuselection:`CRM app -->
+Pipeline` or :menuselection:`CRM app --> Leads`. Open a lead or opportunity, and click the
+Doing so opens a Kanban view that only displays similar leads/opportunities. Click on a card to view
+the details for the lead/opportunity, and confirm if they should be merged.
+
+Merging similar leads and opportunities
+=======================================
+
+.. important::
+   When merging, Odoo gives priority to whichever lead/opportunity was created in the system first,
+   merging the information into the first created lead/opportunity. However, if a lead and an
+   opportunity are being merged, the resulting record is referred to as an opportunity, regardless
+   of which record was created first.
+
+After confirming that the leads/opportunities should be merged, return to the Kanban view using the
+breadcrumb link, or by clicking the :guilabel:`Similar Leads` smart button. Click the :guilabel:`≣
+(view list)` icon to change to list view.
+
+Check the box on the left of the page for the leads/opportunities to be merged. Then, click the
+:guilabel:`⚙️ Actions` icon at the top of the page, to reveal a drop-down menu. From that drop-down
+menu, select the :guilabel:`Merge` option to merge the selected opportunities or leads.
+
+When :guilabel:`Merge` is selected from the :guilabel:`⚙️ Actions` drop-down menu, a
+:guilabel:`Merge` pop-up modal appears. In that pop-up modal, under the :guilabel:`Assign
+opportunities to` heading, select a :guilabel:`Salesperson` and :guilabel:`Sales Team` from the
+appropriate drop-down menus.
+
+Below those fields, the leads/opportunities to merge are listed, along with their related
+information. To merge those selected leads/opportunities, click :guilabel:`Merge`.
+
+.. image:: merge_similar/select-merge.png
+   :align: center
+   :alt: List of similar leads and opportunities selected for merge in the CRM app.
+
+.. danger::
+   Merging is an irreversible action. Do **not** merge leads/opportunities unless absolutely certain
+   they should be combined.
+
+When leads/opportunities should not be merged
+=============================================
+
+There may be instances where a similar lead or opportunity is identified, but should *not* be
+merged. These circumstances vary, based on the processes of the sales team and organization. Some
+potential scenarios are listed below.
+
+Lost leads
+----------
+
+If a lead/opportunity has been marked as :doc:`lost <lost_opportunities>`, it can still be merged
+with an active lead or opportunity. The resulting lead/opportunity is marked active, and added to
+the pipeline.
+
+Different contact within an organization
+----------------------------------------
+
+Leads/opportunities from the same organization, but with different points of contact, may not have
+the same needs. In this case, it is beneficial to *not* merge these records, though assigning the
+same salesperson, or sales team, can prevent duplicated work and miscommunication.
+
+Existing duplicates with more than one salesperson
+--------------------------------------------------
+
+If more than one lead/opportunity exists in the database, there may be multiple salespeople assigned
+to them, who are actively working on them independently. While these leads/opportunities may need
+to be managed separately, it is recommended that any affected salespeople be tagged in an internal
+note for visibility.
+
+Contact information is similar but not exact
+--------------------------------------------
+
+Similar leads and opportunities are identified by comparing the email addresses and phone numbers of
+the associated contacts. However, if the email address is *similar*, but not *exact*, they may need
+to remain independent.
+
+.. example::
+   Three different leads were added to the pipeline and assigned to different salespeople. They
+   were identified as *Similar Leads* due to the email addresses of the contacts.
+
+   Two of the leads appear to come from the same individual, `Robin`, and have identical email
+   addresses. These leads should be merged.
+
+   The third lead has the same email domain, but the address is different, as is the contact name.
+   While this lead is most likely from the same organization, it is from a different contact, and
+   should **not** be merged.
+
+   .. image:: merge_similar/contact-info-example.png
+      :align: center
+      :alt: List of similar leads with emphasis on the contact information in the CRM app.