Merge case button not showing in Salesforce

In this Salesforce tutorial, we will understand how to enable the Merge Case settings in Salesforce when the merge case button is not showing.

Recently, we were working on how to merge accounts in Salesforce. So, just like accounts, we also want to merge cases in Salesforce to remove duplicates. But, we came across an issue where the Merge case button not showing in Salesforce.

Now, to overcome this issue in Salesforce, we need certain configurations and settings. And in this Salesforce tutorial, we will discuss various configurations that we need to do to make the Merge case button visible in Salesforce.

Why do we need to merge cases in Salesforce

A Case in salesforce is a primary building block of the whole Service Cloud. A Salesforce Case is utilized to store information related to a customer’s issue or feedback.

Moreover, the main role of using a Case is to monitor and manage client complaints, concerns, and inquiries.

Still, there will be various instances where cases are duplicates or there is inconsistency in cases. So, to overcome these issues, we can utilize the merge cases functionality to remove duplicates, maintain consistency, and manage cases effectively.

Not only this but merging cases in Salesforce also provides a better customer experience by facilitating only relevant information. Moreover, merging cases helps to ensure that data is correct and organized in Salesforce.

Issue: Merge case button not showing in Salesforce

Now that we understand why sometimes we need to merge cases just like we need to merge contacts or accounts. Let us move to the next page and understand what is the main issue and why we are facing it in Salesforce.

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.

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Reason-2: Now, before start using the Merge Case button in Salesforce Lightning, we need to make sure that the Merge Cases feature or setting is enabled. However, 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 home page. Even if the enable the Merge Cases settings, we need to add the Merge Cases button to the Case record home 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 can select and merge cases.

Also, check: Quick Actions missing from Case in Salesforce Lightning

Merge case button not showing in Salesforce – Solutions

In the previous section, we have gone through some of the key reasons why the Merge case button is not showing in Salesforce. Now, in this section, we will focus on the solution to make the Merge Case button visible in Salesforce.

Solution-1: Always use Salesforce Lightning

  • The first and most common issue that everyone faces is when we try to use this Merge Cases feature in Salesforce Classic.
  • The Merge Cases feature is only available for the Salesforce Lightning edition.
  • And if we want to use this feature, we need to switch from Salesforce Classic to Salesforce Lightning.

Solution-2: Enable Merge Cases Setting in Salesforce Lightning

Now, before we start using the Merge Cases feature, we need to first enable it in Salesforce Lightning.

So, here are the main steps that we can follow to enable the Merge Cases Setting in Salesforce Lightning.

Step-1: First, log in to your Salesforce Lightning account and open the Home Setup page. For this, click on the gear icon (⚙️) and then click on the Setup option.

Step-2: On the Home Setup page, use the Quick Find search box and search for Merge and select the Case Merge option given under the Feature Settings > Service section.

Case Merge option in Salesforce Lightning
Case Merge option in Salesforce Lightning

Step-3: Once we click on the Case Merge option, it will open a Case Merge Setup page. On this page, tick marked (✔️) the Cases Merge option.

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Step-4: Again, once we selected (✅) the Cases Merge option, it will show us the following two options.

  • Keep duplicate cases after merge
  • Delete duplicate cases after merge

So, from these two options, we select any one based upon the requirement. However, in our case, we will select the Keep duplicate cases after merge option.

Enabling Merge Cases settings in Salesforce Lightning
Enabling Merge Cases settings in Salesforce Lightning

Step-5: After this, we need to specify the Merged Case Status. For this, we will click on the Add a Case Status option. Then we will specify the Case Status name as Merged and click on the Save button.

Adding Case Status for Merged Cases in Salesforce
Adding Case Status for Merged Cases in Salesforce

Step-6: Once we select and specify the Merged Case Status, we will click on the Save button to enable the Merge Cases settings.

Enable Merge Cases settings in Salesforce Lightning
Enable Merge Cases settings in Salesforce Lightning

So, by implementing these steps, we have successfully enabled the Merge Cases setting in Salesforce Lightning.

Read: Details tab missing from case layout in Salesforce Lightning

Solution-3: Adding Merge Case button to Case record home page in Salesforce Lightning

Now, what if you have enabled the Merge Cases feature in Salesforce Lightning but still you are unable to locate the Merge Cases button? To overcome this issue, we just need to check if the Merge Cases button is added to the Page Layouts in Salesforce.

1: First, open the Home Setup page in Salesforce Lightning by clicking on the gear icon (⚙️) and then click on the Setup option.

2: After this, click on the Object Manager option given in the navigation bar. Then, from the list of objects, click on the Case object. This will open the details page for the case object in Salesforce Lightning.

Case object in Salesforce Lightning
Case object in Salesforce Lightning

3: Next, use the left-side menu, and click on the Case Page Layouts option which will open a list of Case Page Layouts. However, from this list, select and click on the Case Layout option.

Case Layout option in Salesforce Lightning
Case Layout option in Salesforce Lightning

4: On the Case Layout page, go to the Buttons section, and from this section, drag the Merge Cases button and drop it under the Case Detail section. In the end, click on the Save button to add the Merge Cases button to the Case Record Page.

Merge case button not showing in Salesforce
Adding Merge Cases button to Case Record Page

Solution-4: Add Merge Cases to the Case List View in Salesforce Lightning

  • First, open the Home Setup page in Salesforce Lightning and click on the Object Manager option given in the navigation bar. Then, from the list of objects, click on the Case object.
Case object in Salesforce Lightning
Case object in Salesforce Lightning
  • Once we click on the Case object, it will open the details page for the case object in Salesforce Lightning.
  • Next, from the left-side navigation bar, click on the List View Button Layout option. And then for the List View layout, click on the drop-down icon (⬇️) and click on the Edit button.
Edit Case List View Buttons in Salesforce
Edit Case List View Buttons in Salesforce
  • Once we click on the Edit button, it will open a Cases List View page. On this page, make sure the Merge Cases option is enabled.
  • However, if this option is not enabled, tick-mark (✅) this option that is given under the Standard Buttons. At last, click on the Save button.
Enabling Merge Cases in Case List View in Salesforce
Enabling Merge Cases in Case List View in Salesforce

So, with this, we have successfully added the Merge Cases option in the Case List View in Salesforce Lightning.

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Now, once we implement and execute the above solutions, we can clearly observe that the Merge Cases button is now available in the Case List View and Case Record Page.

Merge case button showing in Salesforce
Merge case button showing in Case List View
Salesforce Merge case button visible
Merge case button visible on the Case Record page

You may also like to read the following Salesforce tutorials.

Conclusion

So, at the end of this Salesforce tutorial, we understood how to enable the Merge Cases setting in Salesforce Lightning. Moreover, we have also illustrated the steps to solve the issue when the Merge case button not showing in Salesforce Lightning.

Additionally, we have discussed the following solutions in this tutorial.

  • How to enable Merge Cases Setting in Salesforce Lightning
  • How to add Merge Case button to Case record page in Salesforce Lightning
  • How to add Merge Cases to the Case List View in Salesforce Lightning