Case Merge

About the Merge Operation

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

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

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. Click [Save]' for the standard merge or Advanced Merge for the advanced version.

Standard Merge

• The current record is moved to the recycle bin.
• The target record appears in the user’s display, 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.