Case Merge

About the Merge Operation

When you merge two cases, you combine them into one record, to reduce duplication. (This option exists only for Cases object.)

When you merge cases, you have two options:

• A one-click "standard" merge that does everything automatically
• An advanced merge that gives you more fine-grained control over the merge process

Note: The merger includes all fields defined for the object, not just those that are displayed onscreen.

Working with the Merge Operation

In order to merge cases, Users must have Update permission for the object in Access to Records Owned by Others Within the Team and Delete permission for the object in Record Access Permissions

To merge two cases:

1. Click the Cases tab.
   A list of cases is displayed.
2. Select a case
3. In the sidebar, click Actions
4. Choose the Merge option
5. Select the record to merge with (the target record)
6. Optionally, click Advanced Merge to get more control over the merge process.
7. Click [Merge] to complete the operation.

Standard Merge

Once you click [Merge], an automatic merge is carried out. Here's what happens:

• The current record is moved to the recycle bin.
• The target record appears in the UI, with its fields unchanged.

(If needed, values from fields in the old record can be retrieved from the recycle bin.)

• The summary and description from the current record are added to the target-record’s activity history.
• The current record’s activity history and files are added, as well.
• Tasks from the current case are added to the target record. The owner of the target record becomes the owner of the tasks.
• Processes retain their target-record state.
• Attachments and any other Related Records from the original record are added to the target record

Advanced Merge

When you click Advanced Merge, additional tabs appear:

• Fields

xx

• Tasks

xx

Then, when you click [Save]:

• The current record is moved to the recycle bin.
• The target record appears in the UI, with its fields unchanged.

(If needed, values from fields in the old record can be retrieved from the recycle bin.)

• The summary and description from the current record are added to the target-record’s activity history.
• The current record’s activity history and files are added, as well.
• Tasks from the current case are added to the target record. The owner of the target record becomes the owner of the tasks.
• Processes retain their target-record state.
• Attachments and any other Related Records from the original record are added to the target record