Customers hate to wait. They email, then call, then try another channel hoping something moves faster.
Sometimes it's impatience. Sometimes it's trying to get a different outcome. Either way, the same issue ends up split across multiple cases.
Agents spend time checking whether someone else is already working it. The work gets duplicated. Case counts inflate. The numbers lie. And once your data is fragmented, performance metrics stop reflecting what's really happening.
The impact spreads across the organization. SLA reports lose reliability, and it becomes difficult to tell whether the team is actually behind or whether duplicates are inflating the backlog.
Capacity planning suffers when cases get counted multiple times. These issues get worse as channels expand, volume grows, and automation increases. Duplicate cases will happen. Continuously surfacing and merging duplicates prevents fragmented data from turning into larger operational problems.
Case Merge Premium has 89 5-star reviews on the Salesforce AppExchange.
Agentforce retrieves your CRM data to deliver reliable answers, but when the same issue lives across multiple case records, AI agents pull from conflicting threads, fragmented histories, and incomplete context. Garbage in, garbage out.
Case Merge Premium keeps your data clean: single case records, each focused on one issue. Your AI agents get clear context, which means better outcomes and higher ROI on your Agentforce investment. Clean data in, reliable answers out.
Automerge handles high-confidence duplicates without user intervention. Your support team can focus on resolving cases instead of administrative work. Choose when Automerge runs and how merges are performed.
Configure strict and unique duplicate criteria, then let Automerge handle the rest. Track performance to see how many duplicates you're catching and refine your rules over time.
Service reps see a clear indicator on any case with potential duplicates. Managers use the Duplicate Case Utility Bar to see all duplicates across the org, making it easy to triage and resolve at scale. Save time by quickly resolving or dismissing duplicates.
$12/user/month
$18/user/month with Automerge
$2,160 contract minimum includes 15 users
Volume discounts available
Guided Setup $2,350/org/one-time payment
Frequently Asked Questions
Case Merge Premium uses a precision matching criteria that goes beyond simple standard rules. Admins can configure logic using standard or custom fields, such as matching Subject lines, Contact IDs, or creation timeframes, to proactively surface duplicates the moment they enter your org.
Yes. The zero-touch Automerge feature allows you to set specific, high-confidence criteria to automatically merge duplicate cases in the background. This solves for "channel thrashing" and ensures service reps work on only one clean case record.
No data is deleted. The app links the duplicate (child) cases to the primary (parent) case for complete history retention. Users can review merge history and undo merges if needed.
Yes, Case Merge Premium offers flexibility in deciding which custom and standard related objects are moved, cloned, or ignored. This ensures that all related lists, custom object records, emails, and attachments associated with the duplicate case are correctly cleaned.
The system features automatic response redirection. If a customer replies to an email thread from a case that was previously merged and closed, the app automatically routes that reply to the active primary case. This ensures no communication falls through the cracks and the conversation history remains unified.
No, Case Merge Premium is a 100% Native Salesforce App, and no data ever leaves the Salesforce platform. Your existing platform security is inherited along with compliance standards and business rules. No external systems or integrations are involved.
You can merge up to 9 cases in a single operation, which is triple the standard Salesforce limit of 3. For larger backlogs, the bulk case merging option allows you to process more than 10 cases.
Yes. The Unmerge feature allows you to reverse a merge instantly. This restores the original cases, including their field values and related objects (like emails and attachments), putting everything back exactly as it was before the merge occurred.
