How to enable Case Merge in Salesforce

Last published at: February 8th, 2022
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To merge Cases using Duplicate Check, you need to enable Salesforce Case Merge first.

Enabling Case Merge in Salesforce

  1. Navigate to the Salesforce Setup  menu.
  2. Type 'Case Merge' in the quick find box and click on 'Case Merge'.
  3. Check the 'Merge Cases' checkbox.
  4. Fill out your preference on what happens to duplicate cases after merging.
  5. Click 'Save'.

Now Duplicate Check will use the Salesforce Case Merge for case merging.

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Please note that you still need to integrate Duplicate Check with the Case object. For Salesforce Lightning, please read this article. For Salesforce Classic, please read this article.