What is the "multiple matches" error?
Data Import Wizard Error
Oracle Service Cloud
There are several important sections of the data import wizard which influence the appearance of this error.
On the first page, the duplicate records drop-down menu determines which action will be taken when duplicates are encountered during pre-scan. This can be changed to "Keep Original Data" or "Update Existing Data", instead of "Record Error". Doing so tells the wizard which record to use in case of a match, either the existing record, or the new one from the data file. If either of these options is desired, simply choose it from the menu here.
On the second page, the duplicate criteria section allows you to specify the logic used to determine if a record from the data import matches one which already exists in the database. You may wish to adjust this expression.
If after reviewing the data import wizard pages, you are still unsure of why the error occurred, you can manually investigate matches with the following steps:
1. Note each record which is marked as a multiple match.
2. Note each field which is included in the duplicate criteria expression, as well as the logic of the expression itself.
3. For each field in the expression of each matched record, search for existing records with the same value.
These steps will allow you to manually inspect which existing records are being matched. Doing so will allow you to decide how to handle each match.
The record(s) marked by the error have been matched as a duplicate multiple times during the prescan process.
More information regarding the Upload/Import Wizard tool and errors is available in these resources:
Answer 2427: Importing records using Data Import Wizard.
Answer ID 6209: Data Import Wizard error messages
For additional information, refer to the 'Data import error handling' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.