---
schema_version: "1"
id: 8f43a46acb9e8f8134dbba4cadecafcb367e650a007e568c46f45db7ddaebe99
title: Merge Duplicate Cases in Lightning Experience
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cases_merge.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cases_merge.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 43bc27bc4fe3b4db11476f0f3506b98de83214cbc97fcc5eb5d1a7d7da1afac1
description: Streamline your work by combining duplicate cases. Support reps can merge up to three cases into a single case. Merging takes place on the Cases List View or from the Case Record Home.
products:
  - Service Cloud
release: "264"
---
# Merge Duplicate Cases in Lightning Experience

Streamline your work by combining duplicate cases. Support reps can merge up to three cases into a single case. Merging takes place on the Cases List View or from the Case Record Home.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d174231e62">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d174231e62 ">To view cases:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d174231e62 ">Read on cases</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d174231e62 ">To create cases:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d174231e62 ">Create on cases</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d174231e62 ">To edit cases:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d174231e62 ">Edit on cases</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d174231e62 ">To delete cases:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d174231e62 ">Delete on cases</td>

          </tr>
        </tbody>
      </table>

When you merge cases, you select one case to be the master. You can compare the field values, and select the values that you want to use in the master record. All related lists, feed items, and child records are added to the master.

If an admin chooses to delete duplicate cases, the cases are soft deleted and moved to the recycle bin for 15 days. If they choose to keep the duplicate cases, the word “Merged” is appended to the subject in the Highlights panel from the Record Home, so you immediately know that these cases were merged.

## Merge from the Cases List View

You can merge duplicate cases from the Cases list view.

1. Go to the Cases list view.
2. Select the cases that you want to merge.
    
    You can select up to three cases.
3. Click **Merge Cases**.
4. I the Compare Cases window, select the case that you want to use as the master record. Then select the field values that you want to use for the master record.
5. Click **Next**, then click **Merge**.
    
    The cases are merged into a master case and if your current setup is **Delete duplicate cases after merge**, the non-master cases are deleted.

## Merge from the Case Record Home

When you merge cases from the Case record home, you can search for cases to merge.

1. Open the case that you want to merge.
2. Open the menu in the highlights panel by clicking the arrow.
3. Click **Merge Cases**.
4. In the Merge Cases window that appears, use the search bar to browse for cases that you want to merge.
5. Select up to three cases to merge.
6. Click **Next**.
7. Select the case that you want to use as the master record. Then select the field values that you want to use for the master record.
8. Click **Next**, then click **Merge**.
    
    The cases are merged into a master case and if your current setup is **Delete duplicate cases after merge**, the non-master cases are deleted.

## Merge from Case Related List on Standard Objects

You can merge cases from the case related lists of all standard objects.

1. Open any standard object, for example, an account.
2. In the Related list, in the Cases panel select **View All**.
3. Select the cases that you want to merge. You can select up to three cases.
4. Click **Merge Cases**.
5. In the Compare Cases window, select the case that you want to use as the master record. Then select the field values that you want to use for the master record.
6. Click **Next**, then click **Merge**.

The cases are merged into a master case and if your current setup is to **Delete duplicate cases after merge**, the non-master cases are deleted.