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 can select and merge cases.
Merge Case Button not Showing in Salesforce – Solutions
In the previous section, we discussed some key reasons why the Merge case button is not showing in Salesforce. In this section, we will focus on the solution to make the Merge Case button visible in Salesforce.
Solution-1: Enable Merge Cases Setting in Salesforce Lightning
First, we will enable the Merge Case setting in Salesforce Lightning, as the merge case button would not be visible without it.
Navigate to Salesforce Lightning’s setup page and follow the steps below to enable the Merge Cases Setting.
1. On the Home Setup page, use the Quick Find search box, search, and select the Case Merge under the Feature Settings > Service section.
2. On the Case Merge setup page, activate(✔️) the Merge Cases checkbox.
3. Again, once we select (✅) the Cases Merge option, it will show us the following two options.
- Keep duplicate cases after merge.
- Delete duplicate cases after merge.
So, we select any of these two options based on the requirement. However, in our case, we will choose the Keep duplicate cases after merge option.
4. After this, we need to specify the Merged Case Status. Here, select the Case status as Closed. If you want to add a custom case status, click Add a Case Status.
5. In the next window, enter the Custom Case status and click the Save button.
6. Click the Save button to enable the merge case settings. Then, navigate to the Case tab, and there you will see the
By implementing these steps, we have retrieved and added the Merge Cases button to Salesforce Lightning’s case object list view and record page.
After configuring the above settings, if the Merge Cases button is still missing from the Cases list view and the Case record page, then follow the next solution.
Solution-2: Add Merge Case button to Case record page layout in Salesforce Lightning
Now, what if you have enabled the Merge Cases feature in Salesforce Lightning but can still not locate the Merge Cases button?
To overcome this issue, we must check if the Merge Cases button is added to the Page Layouts in Salesforce.
To add the Merge Cases button to the page layout of the Case object, navigate to the Salesforce Lightning setup page and follow the below steps.
1. Click the Object Manager tab on Salesforce Lightning’s setup page. In the next window, click the Case object.
2. On the left-side menu, click on the Case Page Layouts. Then, in the next window, click on the Case Layout option.
3. On the Case Layout page, go to the Buttons section. Drag the Merge Cases button from this section and drop it under the Case Detail section.
Finally, click the Save button to add the Merge Cases button to the Case Record Page.
After adding the Merge Cases button to the page layout of the Case object record page, navigate to the case record page.
Solution-3: Add Merge Cases to the Case List View Buttons in Salesforce Lightning
When the Merge Cases button is visible on the record page but not in the List view of the Case object, we need to customize the Case object’s List View Button Layout to make it visible in the List view.
To add the Merge Cases button to the Case object list view, navigate to the Salesforce Lightning setup and follow the steps below.
1. On the setup page, click on the Object Manager tab. In the next window, click on the Case object.
2. In the Case object setup, click the List View Button Layout option from the left-side navigation bar. Then, for the List View layout, click on the drop-down icon (⬇️) and click on the Edit button.
3. Once we click the Edit button, it will open a Cases List View page. On this page, make sure the Merge Cases option is enabled.
4. However, if this option is not enabled, tick-mark (✅) this option is given under the Standard Buttons. At last, click on the Save button.
So, with this, we have successfully added the Merge Cases option in the Case List View in Salesforce Lightning.
Once we implement and execute the above solutions, we can observe that the Merge Cases button is now available in the Case List View and Case Record Page.
This way, we can add the Merge Cases button to the Case object’s list view and record page in Salesforce Lightning.
Conclusion
In this Salesforce tutorial, I have explained all possible ways to enable and add the Merge Cases button to the list view and record page of the Case object in Salesforce Lightning.
Along with this, we also discussed the issues responsible for making the Merge Cases button unavailable for the users.
You may also like to read:
- Quick Actions missing from Case in Salesforce Lightning
- New Task button is not showing in Salesforce Lightning
- Salesforce Lightning Log a Call button missing
- How to Create Custom Buttons in Salesforce
I am Bijay Kumar, the founder of SalesforceFAQs.com. Having over 10 years of experience working in salesforce technologies for clients across the world (Canada, Australia, United States, United Kingdom, New Zealand, etc.). I am a certified salesforce administrator and expert with experience in developing salesforce applications and projects. My goal is to make it easy for people to learn and use salesforce technologies by providing simple and easy-to-understand solutions. Check out the complete profile on About us.
