Merge Cases in Omni-Channel Queues (Beta)

Merge Unopened Duplicate Cases in Omni-Channel Queues is a pilot or beta service that is subject to the Beta Services Terms at Agreements - Salesforce.com or a written Unified Pilot Agreement if executed by Customer, and applicable terms in the Product Terms Directory. Use of this pilot or beta service is at the Customer’s sole discretion.

Permitted and Blocked Merges

Whether a merge is permitted depends on the current state of the case within the Omni-Channel lifecycle.

• Permitted states: You can successfully merge cases when the duplicate records are in these states:
  • Pending Routing: A case is assigned to an Omni-Channel queue, but no support reps are currently online or all reps are at capacity. In this state, a Pending Service Routing (PSR) record exists, but no active work has begun.
  • Assigned: A case appears in a support rep's Omni-Channel widget, but the rep hasn’t accepted the work item.
• Blocked states: Merging is restricted if one or more of the duplicate cases are in an active work state:
  • Opened: Once a support rep clicks the Accept icon, the case is considered in progress. This restriction prevents data conflicts and makes sure that a support rep’s active session isn't interrupted or overwritten by a merge performed by another user.

Error Messages

If you attempt to merge a case that is currently being worked on, you receive this error: We couldn't merge these cases. One or more of the duplicate cases is currently being worked on."

To resolve this error, make sure that the support rep currently assigned to the case closes the tab or releases the work item back to the queue.