How to Merge Duplicate Cases

 

Introduction

This guide explains the steps to identify and merge duplicate cases in Salesforce, ensuring that your data remains clean and organized.

Table of Contents

  1. Identifying Duplicate Cases

  2. Merging Duplicate Cases

  3. Reviewing Merged Data

  4. Best Practices

  5. FAQs

1. Identifying Duplicate Cases

Step 1: Manually Search for Duplicates

  • Navigate to the Cases tab in Salesforce. Search for a contact

  • Salesforce automatically identifies potential duplicates. Look for contacts marked as potential duplicates.

     

     

2. Merging Duplicate Cases

Step 1: Select the Cases to Merge

  • Search for the duplicate cases using the search bar.

  • Select up to three cases to merge by checking the boxes next to their names.

Step 3: Compare and Select Fields

  • Salesforce will display a comparison of the selected cases side by side.

  • For each field (e.g., Email, Phone, Address), choose which value you want to keep in the final merged case.

  • If one case has more up-to-date or accurate information, ensure those details are selected.

Step 4: Confirm the Merge

  • Review the selected details carefully.

  • Click "Next" and then "Merge" to finalize the process.

  • Salesforce will merge the contacts, retaining the selected information and deleting the duplicates.

3. Reviewing Merged Data

Step 1: Verify the Merged Cases

  • After merging, go to the Cases tab and search for the newly merged contact.

  • Verify that all the important data (e.g., name, email, phone number) is correct and no information has been lost.

Step 2: Check Related Records

  • Ensure that related records (e.g., Opportunities, Case History) are properly associated with the merged contact.

  • If any records appear to be missing, manually reassign them to the merged case.

4. Best Practices

  • Regularly Run Duplicate Reports: Schedule regular checks for duplicate cases to maintain data integrity.

  • Review Merges Carefully: Always double-check the fields before merging to prevent data loss.

5. FAQs

  • What happens to related records during a merge?
    Related records (e.g., Opportunities, Case History) are transferred to the primary case selected during the merge process.

  • Can I undo a merge?
    No, once cases are merged, the process cannot be undone. Always double-check before confirming a merge.

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