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            Merge Duplicate Cases in Lightning Experience

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            Merge Duplicate Cases in Lightning Experience

            Streamline your work by combining duplicate cases. Support reps can merge up to three cases into a single case. Merging takes place on the Cases List View or from the Case Record Home.

            Required Editions

            View supported editions.
            User Permissions Needed
            To view cases: Read on cases
            To create cases: Create on cases
            To edit cases: Edit on cases
            To delete cases: Delete on cases

            When you merge cases, you select one case to be the master. You can compare the field values, and select the values that you want to use in the master record. All related lists, feed items, and child records are added to the master.

            If an admin chooses to delete duplicate cases, the cases are soft deleted and moved to the recycle bin for 15 days. If they choose to keep the duplicate cases, the word “Merged” is appended to the subject in the Highlights panel from the Record Home, so you immediately know that these cases were merged.

            Merge from the Cases List View

            You can merge duplicate cases from the Cases list view.

            1. Go to the Cases list view.
            2. Select the cases that you want to merge.
              You can select up to three cases.
            3. Click Merge Cases.
            4. I the Compare Cases window, select the case that you want to use as the master record. Then select the field values that you want to use for the master record.
            5. Click Next, then click Merge.
              The cases are merged into a master case and if your current setup is Delete duplicate cases after merge, the non-master cases are deleted.

            Merge from the Case Record Home

            When you merge cases from the Case record home, you can search for cases to merge.

            1. Open the case that you want to merge.
            2. Open the menu in the highlights panel by clicking the arrow.
            3. Click Merge Cases.
            4. In the Merge Cases window that appears, use the search bar to browse for cases that you want to merge.
            5. Select up to three cases to merge.
            6. Click Next.
            7. Select the case that you want to use as the master record. Then select the field values that you want to use for the master record.
            8. Click Next, then click Merge.
              The cases are merged into a master case and if your current setup is Delete duplicate cases after merge, the non-master cases are deleted.
             
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