The #1 tool for merging cases in the world's #1 CRM

Increase agent productivity

Improve your data quality

Provide a consistent customer experience

Cure the headaches caused by duplicates

Duplicate cases are known to wreak havoc. When there are multiple cases for the same issue, agents waste time trying to find the information they need to help the customer.

Not only that, but more than one agent might spend time troubleshooting the same issue. If a customer gets multiple responses from different agents, it creates an inconsistent customer experience and looks unprofessional. It's frustrating for everyone.

No more duplicates, no more headaches. Give your customer service team a better experience in Salesforce. They deserve it. Your customers deserve it.

Get accurate analytics

Duplicate cases skew your metrics. Whether you're monitoring the # of open cases per agent or measuring first contact resolution, you need accurate customer service metrics for your organization's key performance indicators (KPIs).

Providing support on multiple channels (e.g. email, phone, social, chat) increases how often duplicates are created, so it's more important now than ever to have a tool that keeps your data clean.

Data quality is key to making smart business decisions.

Finding duplicate cases is fast

At a glance, agents can quickly see if there are duplicate cases in Salesforce. There's a noticeable indicator on the case to let agents know there are duplicates. You'll never have multiple agents unintentionally working the same issue again.

Agents can also find duplicates from a report, account, and list view. Either way, it's fast.

Just click the Find Duplicates button to start merging.

Merging cases is simple

If you're wondering how to merge cases in Salesforce, it's as easy as 1-2-3 with Case Merge Premium:

  1. Select the cases to merge.
  2. Pick the master case.
  3. Choose which related data is merged.

In just a few steps, your agents can consolidate information into a single case, which gives them a single thread of communication. No more headaches.

Agents can merge from a case view, account view, and even a list view.

A better experience for your agents means better service for your customers.

Flexible configuration

Salesforce admins and authorized users have a lot of options when it comes to controlling how the app works. For example, you can:

  • Decide what constitutes a duplicate case and when the duplicate indicator appears.
  • Control which fields are displayed to agents during the merge process, how standard and custom objects are treated, and what the merge limit is.
  • Change where text in the description field gets merged to: a) appended to the description of the master case, b) added as a comment, or c) added as a Chatter post.
  • ...and more

Automatically redirects responses to the correct case

There's no need to delete the old case or tell your customers that there is a new case. Old cases that were merged can still receive inbound correspondence. If a customer responds to the old case, the response is automatically redirected to the right case.

Multiple ways to merge

Agents can conveniently merge duplicates from a case, an account, and even a list view.

Data is preserved

Duplicate cases are closed and linked to the master case using parent/child relationships. The case descriptions from duplicate cases are appended to the master case’s description. No need to delete your data; everything is archived.

Supports standard and custom objects

You can merge data in custom objects that are related to cases.

Fully supports Salesforce Files

You can select Files as a child object to clone when merging cases. Any new files added to a merged case will be pushed to the parent case.

Improve your KPIs

Key performance indicators (KPIs), like average handle time and resolution time, are more precise because you do not have duplicate cases skewing your organization’s service metrics.

How many duplicate cases does your organization have?

Install a free trial to find out now




$1080/org/year for the first 10 users. ($108/user/year thereafter)

Case Merge Premium is built entirely on the Salesforce platform and is 100% native.

With 100% native apps for Salesforce, you can customize and build upon them with all of the platform features you know and love, including reports and analytics, automation and workflows, business rules, etc.

Learn about 5 key considerations to decide whether to build or buy a solution.

Learn about Build vs Buy
Build vs Buy

Our success is measured by that of our customers

  • Lihod Rachmilevitch

    This app is critical to our Customer services group

    We have many scenarios where customers send multiple emails that end up in cases that need to be merged. Case Merge Premium allows us to quickly find the cases that all belong together and merge them into one case for further processing. This app is a must have for anyone processing a high volume of cases."

    Lihod Rachmilevitch

    OwnBackup

  • Andy Roethler

    Very helpful app for my organization

    We frequently have long email chains for some of our email correspondence and this App has been a huge convenience for us.

    Andy Roethler

    Integrated DNA Technologies

Trusted by organizations of all sizes

  • Sears
  • Pure Storage
  • Billtrust
  • Herman Miller
  • Time Warner Cable

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