Merge Cases into a Single Record (Beta)

If you have duplicate cases or cases that you want to merge into a single case, you can now merge two or three cases into one master record. When you merge cases, the master record is updated with your chosen field values. Most related lists, feed items, and child records are merged into the master record. The master record keeps the Chatter feeds, your values for read-only and hidden fields (except Created Date and Created By), related items, and security.
Where: This change applies to Lightning Experience in Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions.
Note

Note

As a beta feature, Merge Cases is a preview and isn’t part of the “Services” under your master subscription agreement with Salesforce. Use this feature at your sole discretion, and make your purchase decisions only on the basis of generally available products and features. Salesforce doesn’t guarantee general availability of this feature within any particular time frame or at all, and we can discontinue it at any time. This feature is for evaluation purposes only, not for production use. It’s offered as is and isn’t supported, and Salesforce has no liability for any harm or damage arising out of or in connection with it. All restrictions, Salesforce reservation of rights, obligations concerning the Services, and terms for related Non-Salesforce Applications and Content apply equally to your use of this feature.

How: To turn on Merge Cases, from Setup, in the Quick Find box, enter Support Settings, and then select Support Settings. Select Enable Case Merge (Beta).

In a Cases list view, select two or three cases, and click Merge Cases. You can merge cases from custom list views as well. You can’t merge from the Recently Viewed list, but you can merge from the Recently Viewed Cases list.Merge Cases

You can also start a merge from within a case and add the other cases to merge.Merge Cases from within a case

Select the field values to merge into the master.Select the field values to merge