Case Merge Premium for Salesforce®

Find duplicate cases and merge them. Fast. Simple. Flexible.

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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.

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 primary 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. 

Wish there was a way to automatically merge duplicate cases? We’ve got you covered! Automerge for Case Merge Premium allows cases to be automatically merged based on unique criteria, with additional preferences for when and how the merge should be performed.

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 Detector 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 primary 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.

Cases can also be automatically merged when meeting the unique criteria defined in the Automerge settings.
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.
Duplicates Are Surfaced To Agents
Know right away when duplicate cases exist with the Duplicate Detector. Your duplicate search criteria can be unique to your department or product line, and can practically utilize any field on the Case object for matching.
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.
Fast time-to-resolution

No one likes to wait for problems to get fixed. Our R&D team has a track record of fixing bugs quickly, so in the rare event you do encounter a bug, you can rely on us to prioritize and resolve the issue. This is one of many benefits of a turnkey AppExchange app from a vendor you can trust. Our current bugfix time-to-resolution for Case Merge Premium is just 9.59 hours. (How does that compare to your other vendors or internal resources?)

What our clients are saying:

"Love Case Merge Premium"

Case Merge Premium has been so helpful for my org. We use it on a daily basis and couldn't live without it. Has really helped with org user adoption and has helped everyone stay on top of their cases.

Nikki Meyer
Project Manager,
Ergo Science

"Very helpful app"

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

Andy Roethler
Director of Customer and Order Administration,
Integrated DNA Technologies

"This is EVERYTHING we were looking for in a case merge application"

Given the amount of time it took to manage duplicate cases manually, the cost of this app pays for itself very quickly. Very important to note is that it also merges data from custom objects that reside under the cases. We created a case timer and RMA objects, those too are merged from the child to parent. STRONGLY RECOMMEND.

Jim Matthews
Technical Services Manager,
Clare Controls

"Critical to Customer Success"

Thanks to this tool we can better manage our cases with our customers especially at critical junctures where multiple team members need to work together handling multiple entries under the same case.

Michael Latorre
Administration Manager,
Fluidmesh Network LLC

"Very helpful!"

The App is easy to use and to set up. A very helpful tool which supports our users in their daily business. In addition Vicasso is providing a great support!

Laura Gigante
Senior IT Consultant CRM,
Trusted by organizations of all sizes

Built entirely on the Salesforce platform. 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.

How many duplicate cases does your organization have?

Starting at $11 USD per user per month.

$1,320 annual contract minimum. Contact us to discuss pricing details for Service Experience Suite, bundling, volume, and term. Try our free 14-day trial today.