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            Set Up Case Merge in Lightning Experience

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            Set Up Case Merge in Lightning Experience

            Let support reps combine up to three cases into a single case. First, enable the Case Merge setting. Then add the Merge Cases action to the cases record home and add the Merge Cases button to the case list view so support reps can merge cases.

            Required Editions

            View supported editions.
            User Permissions Needed
            To set up cases for Lightning Experience:

            Manage Cases

            AND

            Customize Application

            Case Merge has the following limitations:

            • You can't merge duplicate cases pending in an Omni-Channel queue or assigned to support reps with an Opened or Assigned status.
            • You can't undo a merge.
            • The Compare Cases window shows only the first 35 lookup fields that were added to the case page layout.
            • After running a case merge, the Actions and Recommendations on Primary Case are duplicated.
            • Case Milestones, Case Share, or Case Team related entities, such as Team or Membership, aren’t merged when Case Merge is used.
            • Merging cases with attachments isn’t supported and may result in deleted attachments.

            Case Merge supports merging Chatter feeds, unlike Account Merge or Contact Merge.

            To enable Case Merge: From Setup, enter Case Merge in the Quick Find box, then select Case Merge. Toggle Merge Cases to proceed to Case Merge settings.

            Next, specify how to deal with duplicate cases. Select Delete duplicate cases after merge to delete the source files after they're merged, then save your settings. Assign a status value for your merged cases if you choose to keep your duplicate cases after the merge. Either choose an existing value from the Merged Case Status picklist, or add a unique status by clicking Add a case status. When your settings are selected, click Save to apply them to your case.

            A link is appended before the Case subject to indicate that the case is a duplicate, and clicking it hyperlink takes you to the primary case. To add a Merged Cases related list to your Case home page, add it to the case layout from the object manager as you would any other related list.

             
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