Common merge records error when using Status-Based Capacity Omni-Channel Model

To resolve the "Couldn't merge records" error in Omni-Channel with Status-Based Capacity Model, ensure only one case is in an In-Progress or Paused status before merging, and designate that case as the principal record.
To confirm if you are using Status-Based Capacity Model, navigate to Setup > Omni-Channel Settings and verify if "Enable Status-Based Capacity Mode" is enabled.
If you are not using Status-Based Capacity Model, cases need to be assigned to a User in order to be merged.

Check Service Channel Status Values

To identify which statuses correspond to In-Progress, Paused, and Completed values, navigate to Setup > Service Channels and open the channel where the Salesforce Object is Case.

Merge Steps for Status-Based Capacity Model

1. When using Status-Based Capacity Model, case ownership does not affect merge eligibility. Ensure that only one of the cases you want to merge is in a Values for In-Progress or Values for Paused status. The remaining cases must be in a Values for Completed status.
2. The case that is in a Values for In-Progress or Values for Paused status must be set as the principal record when merging the cases.