Why upgrade to Case Merge Premium?

Don’t let manual limits hamper service efficiency. Equip your org with advanced automation and granular data governance to increase service rep productivity and improve the quality of case grounding data your AI agents need.

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Feature
Case Merge
Case Merge Premium

Duplicate Detection

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Users must manually hunt for duplicates; no visual alerts.
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Automatically detects and surfaces duplicates.

Manual Merge

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Merge up to 3 cases.
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Merge up to 9 cases at once (10+ using bulk clean merge).

Semi-Automatic Merge

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No semi-automatic merge.
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Fast 1-click merge; useful for validating automerge criteria before turning on fully automatic merge.

Automatic Merge

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No automatic merge.
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Zero-touch background processing automatically cleans duplicates.

Edit Fields While Merging

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Cannot modify field values during merge.
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Edit field values on the fly while merging to improve case data quality.

Unmerge

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Merging is permanent (no undo).
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View merge history and revert to original state.

Data Governance

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Lack of guardrails allows arbitrary master case selection, comprising data accuracy.
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Admins define which type of case is the master by default (e.g. oldest case), ensuring reporting consistency.

User Access Control

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Broad access exposes merge capability to all users with edit or delete permissions.
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Admins use custom permissions to granularly control who can merge.

Related Object Behavior

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Rigid handling forces related objects to the master case, with no configuration options.
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Admins define whether each standard or custom related object record is moved, cloned, or ignored.

Omni-Channel Support

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You can't merge duplicate cases pending in an Omni-Channel queue or assigned to support reps with an Opened or Assigned status.
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Merging is fully compatible with Omni-Channel Queues and Routing.

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