How to Merge Cases in Salesforce

Quick summary

Merging cases in Salesforce lets support teams consolidate duplicate cases into a single record, reducing confusion and improving resolution efficiency. This demo walks through enabling the Case Merge setting in Setup and executing a merge directly from the Cases list view.

Steps

1. Click the Gear icon in the top right corner and select Setup from the dropdown menu.
2. On the Setup page, use the Quick Find search bar to locate Case Merge.
3. Check the Merge Cases checkbox to enable the feature and reveal additional configuration options.
4. Add a closed case status — such as "Merged" — to make it available as a status option.
5. Click Save to apply the Case Merge settings.
6. Navigate to the Cases list view and select the checkboxes next to the cases you want to merge.
7. Click the Merge Cases button in the top right of the list view.
8. Review the Compare Cases window to verify the records being merged, then click Save.
9. Click the Merge button one final time to complete the case merge.