Configure case merging from a consolidated setup page. The revamped setup page brings together settings for Case Merge, Enhanced Case Merge (Beta), and Case Merge for Omni-Channel (Beta). Enhanced Case Merge (Beta) provides access to Duplicate Rules and Matching Rules.
Where: This change applies to Lightning Experience in Enterprise, Performance, Unlimited, and Developer editions.
Why: The updated interface organizes case merge settings into clearer layouts. Existing duplicate detection and matching logic continues to apply. From the consolidated setup page, you can:
- Turn Case Merge, Enhanced Case Merge (Beta), and Case Merge for Omni-Channel (Beta) on or off.
- Specify whether duplicate cases are retained or deleted after a merge.
- Set the default status, such as Closed, for applicable duplicate cases.
- Open Duplicate Rules and Matching Rules to configure duplicate detection.
- Create a custom case status based on your requirements.
How: From Setup, enter Case Merge in the Quick Find box, and then select Case Merge. Enable the Enhanced Case Merge (Beta) toggle. Configure duplicate case status preferences, Duplicate Rules, and Matching Rules.