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Set Up Enhanced Case Merge (Beta)
Use Enhanced Case Merge to proactively suggest potential duplicate cases for case merge.
Required Editions
Turn on Enhanced Case Merge (Beta)
Follow these steps to turn on the Enhanced Case Merge (beta) feature, which proactively suggests potential duplicate cases for merging.
- From Setup, in the Quick Find box, enter Case Merge and select Case Merge.
- Select the Merge cases with Enhanced Case Merge checkbox.
Create and Manage Duplicate Rules
Define the business logic that identifies duplicate cases to move from manual, reactive cleanup to proactive prevention. Create, edit, activate, or deactivate rules to control when they are applied without deleting them.
- From Setup, in the Quick Find box, enter Duplicate Rules, and then select Duplicate Rules.
- Provide a unique rule name and a clear description of the logic.
- Select a matching rule that will determine how duplicate cases are identified.
- Set specific conditions that a case must meet before the rule executes. This step makes sure that merge logic runs only on relevant subsets of case data.
Add the Duplicate Cases Component to Case Pages
Add the proactive Duplicates Cases Lightning web component (LWC) to your case records. Once added, the component provides support reps with real-time suggestions, key case data, and a direct review and merge action.
- Open a case record, click the Setup gear icon, and then select Edit Page to open the Lightning App Builder.
- Locate the Duplicate Cases component in the Lightning Components list.
- Drag the component onto the case record page. We recommend a prominent sidebar or the main activity area.
- Save and activate the page.
The component provides support reps with:
- Real-time suggestions: Displays a list of potential duplicates dynamically queried based on active rules.
- Key case data: Shows the case number, subject, contact, and date opened for each suggestion.
- Review and merge: A direct button that initiates the merge window with the current case preselected as the primary case.
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