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A sports gaming company improved case resolution speed after duplicate cases from multiple intake channels stopped competing for agent attention.
A sports gaming company took support requests into Salesforce across several channels year round, with sharp seasonal peaks.
The same customer issue arrived more than once through different channels, and agents spent time sorting real work from repeats before they could start resolving anything.
Case Merge Premium lets agents resolve, merge, or dismiss a detected duplicate in one pass, so the queue reflects actual open issues.
Agents spent less time sorting duplicates and improved case resolution speed.
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