Issue:
A Sales Manager was unable to merge leads, despite having full “Edit” access granted through their permission template. When attempting to perform the merge action, an “Access Denied” error was consistently encountered. This behavior contradicted the existing help documentation, which states that full “Edit” access is sufficient for merging leads.
Corrective Action:
Upon investigation, it was found that full access must be granted for both “View” and “Edit” permissions in order for lead merging to function properly. The merge action requires visibility into the selected lead records, which is not possible with partial “View” access. Updating the user’s permission template to include full access for both “View” and “Edit” resolved the issue, allowing the Sales Manager to merge leads successfully.
