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Case Merge Button

Case Management

Professional:

I need the ability to merge two cases with all their associated emails, History, comments, etc

Select 2 or more cases, and merge them under one the cases ... selectable

 

Merge Idea · Flag

Latest Comment from Salesforce

  • Noopur Bakshi - 14 hours ago

    Hello everyone. We greatly appreciate all the feedback you have provided thus far. We continue to work to improve the feature. I wanted to summarize key asks that are trending on this thread. We are looking at all these asks to evaluate how we can make this a better experience:
    1.a) Remove the need for delete permissions for merge. If this continues to be a need, remove access to users who do not have permission instead of allowing them to go through the wizard before blocking merge.
    Alternatively:
    1.b) Do not delete merge cases. Create a great user experience for this workflow so it is evident which cases are master merged records and which were the subordinates
    2) Response to an email to a case that was merged with a master should not create a new case ( Coming in Winter '20)
    3) Support merging cases in Omni queue or assigned via Omni queue
    4) Ability to clearly report on merged cases
    5) Support account validation so an agent cannot merge cases from different accounts

    Thank you. 
    Noopur
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