Cases: Case Merge Generally Available, Bulk Macros in Lightning Experience, and Other Improvements
Agents can combine duplicate cases with case merge. Control how timestamps in your case feed display to see more at a glance. A new related list lets you view information about a case’s followers and an added icon in the Cases list view indicates which cases are escalated, allowing agents to prioritize cases more easily. Agents can hover over a case in the list view to see and edit case details. Agents can insert code samples in the email publisher in the case feed.