Salesforce is really setting themselves up for success by introducing new features to replace a number of different systems. At first, they were a great solution for a CRM and now they are working on their service management systems.
It’s fantastic, because when you consolidate a bunch of smaller systems to one bigger system you save money, time, and resources. A huge complaint that salesforce didn’t have in their service set up was merging cases. Until… their Summer 2020 release!
Another fantastic thing about this is that it is pretty simple for admins to set up! Salesforce is moving to become your one-stop system for your business (when it’s set up right).
In the Set up
First step is going to the service set up. In the search click on merge cases. From here, you’ll select if you want the merged case to be deleted or if they should have another status.
In my case, I created a new status of merged. This allows the merged case to not be deleted and able to live in a new spot of salesforce that we can look at if needed. Click save and you’re good to go here!
On the Record
When you’re back on the record you’ll need to refresh the page. After that click on the carrot in the top corner of the record. This will bring down a drop down list of options.
At the bottom of the list you should see merge cases. Click on it. You’ll choose your case you wish to merge it with. After that, you have a popup that will allow you to choose which records information to keep. Click next and merge!
You now have merged your cases!!!
Step by Step
- Go to service set up
- Search and click on merge cases
- Choose where you want the merged case to go afterward
- Click Save
- Go to the case record (you may need to refresh the page)
- Click on the carrot at the top right corner of your record
- Find ‘merge cases’ in the drop-down and click
- Choose which records to merge and click next
- Choose which records information to keep and click next
- A page will say this is a permanent change, click merge
- Yay!! You merged cases!
Video Walk Through
Conclusion
Big congrats to you for making it through this tutorial!
You can check out more from us on our youtube channel: https://www.youtube.com/channel/UCka5mwxtdkUE7AoScLcG2DA/featured
You can learn more about us here: https://salesforceemily.com/?page_id=314
Comments are closed.