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26,830  Points voting closed
Delivered in Spring 20
Delivered in Spring 20

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

 

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Latest Comment from Salesforce

  • Noopur Bakshi - 8 months ago

    Case Merge is now GA in the Spring '20 release! Thank you to all the feedback you provided to get us to this milestone. With the GA, we have added a workflow that does not require an agent to have delete permissions. We have also fixed the bug 'Merge is blocked if a case was assigned by an omni queue/was ever in an omni queue'. We continue to explore in future releases the ability to merge cases currently IN an Omni queue. To learn more, please see: https://releasenotes.docs.salesforce.com/en-us/spring20/release-notes/rn_cases_case_merge_ga.htm #LightningOnly
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