In the search results, you select the record that contains the policy number, and open the record in the

Business Entity

view. You confirm a few personal details and then answer Ms. Laine's questions about her policy.

After you answer her questions, you ask Ms. Laine if she has any other policies. Ms. Laine tells you that she has an automobile policy registered with a subsidiary of your organization. You enter the automobile policy number in the

Search

bar, and the search returns the record that contains the automobile policy. You verify that the personal data matches the data in the other record.

After you end the conversation, you open the record that contains the home policy in the

Matching Records

view. From the similar records, you select the record that contains the automobile policy. You click

Preview

and verify that both policies appear in the Policies section. In addition, you can see that the merged record is more complete overall, with data such as Ms. Laine's middle name and her mobile phone number coming from different source records. When you are satisfied that the merge preview represents the best version of the truth, you start the merge process.