In our company, we used Salesforce Marketing Cloud to manage cases or the issues raised by customers. In these situations, we often encountered cases where a single customer raised multiple cases for the same problem.
For example, they first log a case through the service portal and later send an email about the same problem. As a result, duplicate cases are created, and support agents must review both cases, which slows down the case resolution time.
For this issue, we have an in-built merge case action in Salesforce. It allows us to merge duplicate cases into a single case, with all details, attachments, and related records in one case record.
In this Salesforce tutorial, I’ll explain how to Merge Cases in Salesforce, why it’s useful for service teams, and the simple steps to use it effectively.
Merge Cases in Salesforce
In Salesforce, merging cases refers to a process that combines two or more case records into a single record. With the help of this merge case feature, we can combine all applicable information into a single record, and the merge process also eliminates duplication between the records.
To merge two or more cases into a single case, you must enable the Merge Cases feature in the settings.
After merging the duplicate cases, all related data from the records, including comments and attachments, are combined into the master case. All duplicate records are either deleted or remain as a copy after merging two or more cases into a single case.
This merging case feature enhances support operations and improves the overall quality of services provided to customers.
Merge Cases in Salesforce Lightning
In Salesforce, to merge case records, we must first enable the Merge Case feature. With this, we can access the Merge case button from the list view and record page to merge cases.
We will enable the merge case feature and then merge cases in the following points.
- Enable Merge Case in Salesforce
- Merge Cases in Salesforce
Enable Case Merge in Salesforce
To merge the cases in your Salesforce environment, navigate to the Setup page and follow the steps below.
- On the Setup page of Salesforce Lightning, go to Quick Find -> Case Merge.
- In the Case Merge setup, enable the ‘Merge Cases‘ checkbox. After merging the case, we can either keep the duplicate or delete it. Here, I have selected the option to keep a copy of the merged case.
- For the merged cases, we need to add the Status. For this, we can select the default status Merged.
- To create a custom status, click ‘Add a case status‘ and enter the custom status. In this example, I have added the custom case status for merged cases as “Closed“. Now, click Save to apply changes.
With this, the Case Merge feature will be enabled. Now we can merge duplicate cases using this.
Methods to Merge the Cases in Salesforce
In Salesforce Lightning, there are two ways to merge duplicate cases.
- Merge Cases from the Case List View
- Merge Cases from the Case Record Page
Merge Cases From Case List View in Salesforce
Navigate to the setup page, and follow the steps below to merge cases from the Case object list view in Salesforce.
- To merge cases from the case list view in Salesforce, select App Launcher -> Cases.
- In the Case list view, select the cases that you need to merge and click on the Merge Cases button.
- In the next window, we need to select the case that we want to keep as the principal (primary). Then, for Case Number, Subject, Description, and Case Origin, we can choose information from either of the records. After this, click Next.
- In the next window, click on the Merge button to confirm and merge the cases.
With this, the selected cases will be merged, and the Principal (Primary) case will have the information that we have selected from both cases.
The merged case record’s status will be updated to Merged or Closed (status values from Case Merge settings).
This way, we can merge the cases in Salesforce from the Case object list view.
Merge Cases from the Case Record Page in Salesforce
To merge the cases from the Case record page, follow the steps below.
- Navigate to case records from App Launcher -> Case -> select case record.
- On the record page of the selected case, click on the Merge Cases button.
- In this step, we can select up to two additional records to merge with the current case records. Now, select the case, and click Next.
- Select the field information that you want to keep in the primary case record. In this, we can select all information from any one case, as well as from both.
For example, we can select the Case owner from the primary case and the subject from the second case. After this, click Next.
- At last, click on the Merge button to confirm and merge the cases.
Now, the selected case will be merged with the primary case record, and the case status of the second case will be updated to Merged.
This way, we can merge cases in Salesforce directly from the Case object record page.
Conclusion:
In this Salesforce tutorial, we have learned about the Case Merge feature in Salesforce and how to enable it in Salesforce Lightning. In the above examples, we learned about the two methods for merging duplicate cases.
In the first method, we merged cases from the case object list view. Then, in the second method, we merged the case records directly from the case record page.
By following the above steps, you can enable the case merge feature in your Salesforce org. Then by using any of the above two methods, you can merge the case records.
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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.
