Our organization uses Salesforce as its CRM tool, and recently, the support team faced an issue while handling duplicate cases. When they tried to merge the duplicate cases, the Merge button did not appear on the record page.
In this Salesforce tutorial, I will explain how I restored the Merge Cases button back to the case record page and resolved the issue of the Merge case button not showing on the Salesforce lightning case record page.
Merge Case Button is not Showing in Salesforce
In Salesforce data management, we sometimes need to merge duplicate cases, just like we need to merge duplicate contacts or accounts. Here are a few reasons why we face this issue.
Reason-1: The Merging cases feature is only available for the Salesforce Lightning edition. So, if we try to use or access the Merge Case button in Salesforce Classic, it will not appear as it is not supported in classic edition.
Reason-2: To use the Merge Case button in Salesforce Lightning, we must enable the Merge Cases feature or setting. If this feature is not enabled, the Merge Cases button will not be visible.
Reason-3: The Merge Case button is not added to the Case record page. Even if we enable the Merge Cases settings, we need to add the Merge Cases button to the layout of the Case record page.
Reason-4: Even after adding the Merge Cases action to the record home, it is required to add the Merge Cases to the Case List View. So, from the List View itself, the user