How to Merge Cases in Salesforce

Here in this Salesforce tutorial, we will learn how to merge the cases in Salesforce. Also, we will understand the steps of merging the cases in Salesforce Lightning.

We can combine all the applicable information into single records that merge process and also remove the duplicity between the records with the help of the merge cases feature. For merging the cases first select the cases that you want to merge then click on the merge option that is present in the action menu.

While working with an organization that uses Salesforce, I got a task where I needed to merge the cases in Salesforce. To fulfill this requirement I use the merge cases object that is present under the Feature settings under the Service.

So after looking at the multiple solutions, I found a solution that helped me to merge the cases in Salesforce. If you want to learn how to merge the cases in Salesforce Lightning, you have come to the right place.

The following are the topics that we will cover in this salesforce tutorial:

• Merge the cases in Salesforce
• How to merge the cases in Salesforce Lightning

Merge the cases in Salesforce

In Salesforce merging cases is defined as a process that is used in combining two or more records into a single record. With the help of this merge case feature, we can combine all the applicable information into single records that merge process also remove the duplicity between the records.

To merge two or more cases into a single case we can enable the merge cases permission that is allowed by the default to the system administrator and support manager. For merging the cases first select the cases that you want to merge then click on the merge option that is present in the action menu.

After clicking on the merge button, Salesforce will guide us all the merging process and permit us to select which field to keep in each case and also identify the master case that can be used as a primary record.

When the process is done our cases are merged and all the related data of the records like comments, and attachments that all things are combined into the master case. And all the duplicate records are deleted after merging two or more cases into a single case.

This merging case feature can help in support operations and it can also improve the overall quality of the services provided by the customers.

In this way, we have learned about merging the case in Salesforce. Now, let’s move further and see how to merge the cases in Salesforce. We will explore the salesforce experiences: Salesforce Lightning

How to merge the cases in Salesforce Lightning

Here we are merging the cases in Salesforce Lightning. If you want to learn how to merge the cases in salesforce lightning follow these steps:

1: Login into your Salesforce lightning account, Go to the gear icon. Under the gear icon, there are two options present first one is Setup and another one is Service Setup. Here we are clicking on the Setup option.

2: After clicking on the setup option, the setup page is open. Enter a case merge in the Quick Find Box and the case merge object comes at the top. Click on the case merge. And these escalation rules are present under Feature Settings.

3: After clicking on the cases merge option, the case merge page is open. Under this page merge cases checkbox is present. Click the checkbox. this merge case is used to combine up to three cases to create a single, easy-to-access case.

After checking the checkbox the sub-option is shown. Now select the unique status for the duplicate case. If the merge option is not shown under this merge case status list then click on the add a case status option.

4: After clicking on the add a case status option, then add a case status page is open. Under this page, we can add the case status as Merged and then click on the save option.

5: After clicking on the save button, again we go to the case merge page and we can see that under the merged case status, the merged option is present. Click on the merged option and after that click on the save button that is present at the bottom of the page.

6: After clicking on the save button, Go to the App Launcher and enter the cases in the search box, select the cases option.

7: After clicking on the cases option, the recently viewed cases page is open. Now click on the drop-down arrow and select all open cases option, Inside this open cases page there are two cases present.

8: Now select cases 00001038 and 00001039 and click on the merge cases that are present on the action menu.

9: After clicking on the merge cases, the merge cases page is open. there is a compare case that is used to merge cases, the master record is updated with the field values we choose. All related lists, feed items, and child records are merged into the master records and then click on the next button.

10: After clicking on the next button, we get the confirm merged message. We are ready to merge these records and we are about to merge 2 cases. We can not undo a merge and then click on the merge option that is present at the bottom of the page.

11: After clicking on the merge button. The cases will be merged, and now again click on the cases option and we can see that only one case is shown due to the merging process. Now click on the case and under all updates of the case we get a notification that case 00001039 has been merged with case 00001038.

In this way, we understand how to merge the cases in Salesforce Lightning.

Conclusion:

Here we have learned about merging the cases in Salesforce. We have also discussed how to merge the cases in Salesforce.

In this, we conclude that merging cases is defined as a process that is used in combining two or more records into a single record.

To merge two or more cases into a single case we can enable the merge cases permission that is allowed by the default to the system administrator and support manager. For merging the cases first select the cases that you want to merge then click on the merge option that is present in the action menu.

Moreover, we have learned that both Salesforce Lightning gives a simple and easy way to determine how to set up a case escalation rule in Salesforce.

In addition to this, the following are the topics that we have discussed in this blog:

• Merge the cases in Salesforce
• How to merge the cases in Salesforce Lightning

You may also like to read the following articles:

• How to Setup Case Escalation Rule in Salesforce
• How to Set up Case Team Roles in Salesforce
• Create Custom Picklist Field in Salesforce
• How to Set up Predefined Case Teams in Salesforce