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.

Give your customer service team a better experience in Salesforce. They deserve it. Your customers deserve it.

No more duplicates, no more headaches.

Identifying duplicates is simple

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.

Team leaders and authorized users get an org-wide view of duplicates from one single place with the Duplicate Case Utility Bar component. Save time by quickly resolving or dismissing duplicates.

If needed, quickly unmerge cases with a click of a button.

Merging cases is fast

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

Select the cases to merge.
Pick the primary case and make key field edits.
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.

Automatically merge duplicate cases - New!

Without user intervention, Automerge does the work for you. Save your support team’s time and make them more efficient while they focus on what actually matters.

With four modes to choose from, Automerge is highly customizable. Choose when Automerge should run and how the merge should be performed.

Disabled
Detection Only
Detection with Automerge Indicator
Enabled

Configure strict and unique Automerge duplicate criteria to automatically merge cases with high confidence of being duplicates. Analyze criteria performance to see how well it’s working and take suggested criteria into consideration.

Flexible configuration

Salesforce admins and authorized users have a lot of options when it comes to controlling how the app works.

Configure duplicate criteria by Record Type
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 the text in the description field gets merged to: appended to the description of the primary case, added as a comment or as a Chatter post

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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.

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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.

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Data is preserved

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

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Supports standard and custom objects

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

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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.

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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,
Qiagen

Reduce support costs by eliminating duplicate cases

Starting at $18 USD per user, per month

$5,590 contract minimum includes 15 users and guided setup. Contact us to discuss pricing details for Service Experience Suite, bundling, volume, and term. Get started with a 14-day free trial.

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Case Merge Premium

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