---
schema_version: "1"
id: 21ee7e3bee3735eead1b1ab19c80b7ed4fdd7364918b4107984a0895f2ddb6c9
title: Set Up Case Merge 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_set_up_lex_case_merge.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cases_set_up_lex_case_merge.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 09e3a2d32e194c0ad27112f0d762b33d8e8f9afae1250b0c53b0a4893f2f7b35
description: Let support reps combine up to three cases into a single case. First, enable the Case Merge setting. Then add the Merge Cases action to the cases record home and add the Merge Cases button to the case list view so support reps can merge cases.
products:
  - Service Cloud
release: "264"
---
# Set Up Case Merge in Lightning Experience

Let support reps combine up to three cases into a single case. First, enable the Case Merge setting. Then add the **Merge Cases** action to the cases record home and add the **Merge Cases** button to the case list view so support reps can merge cases.

### 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%">
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      <thead class="slds-text-title_caps ">
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          <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d93393e64">User Permissions Needed</th>
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          <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d93393e64 ">To set up cases for Lightning Experience:</td>

          <td class="slds-cell-wrap" style="vertical-align:top;" headers="d93393e64 ">
            <p>Manage Cases</p>
            <p>AND</p>
            <p style="margin-bottom:0;">Customize Application</p>
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        </tr>
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Case Merge has the following limitations:

- You can't merge duplicate cases pending in an Omni-Channel queue or assigned to support reps with an **Opened** or **Assigned** status.
- You can't undo a merge.
- The Compare Cases window shows only the first 35 lookup fields that were added to the case page layout.
- After running a case merge, the Actions and Recommendations on Primary Case are duplicated.
- Case Milestones, Case Share, or Case Team related entities, such as Team or Membership, aren’t merged when Case Merge is used.
- Merging cases with attachments isn’t supported and may result in deleted attachments.

Case Merge supports merging Chatter feeds, unlike Account Merge or Contact Merge.

To enable Case Merge: From Setup, enter Case Merge in the Quick Find box, then select **Case Merge**. Toggle **Merge Cases** to proceed to Case Merge settings.

Next, specify how to deal with duplicate cases. Select **Delete duplicate cases after merge** to delete the source files after they're merged, then save your settings. Assign a status value for your merged cases if you choose to keep your duplicate cases after the merge. Either choose an existing value from the Merged Case Status picklist, or add a unique status by clicking **Add a case status**. When your settings are selected, click **Save** to apply them to your case.

A link is appended before the Case subject to indicate that the case is a duplicate, and clicking it hyperlink takes you to the primary case. To add a Merged Cases related list to your Case home page, add it to the case layout from the object manager as you would any other related list.