Merge similar cases

Eliminate redundancies between similar cases in Microsoft Dynamics CRM by merging them into one case. When a customer opens multiple cases about the same issue (through different support channels) or when multiple customers from the same account call in about the same issue, you can merge those cases into one case so everything’s visible in one place.

For example, when a customer or multiple customers from the same account submit a case on the web and also call in about the same issue, you can merge the cases into one case instead of keeping track of multiple cases.

When a case is merged, the state of the case is changed to canceled and the status is changed to merged. This is because it is merged into another case and all of the open case activities, emails, and attachments are now associated with the case it was merged into. By default you can merge up to 10 cases at a time.

A few things to remember when you merge cases with parent and child relationships:

  • When you merge a case that has child cases, then those child cases become child cases of the parent case they were merged into.
  • You can only merge a child case into another child case if both of the child cases have the same parent case.

More information: Create and manage parent and child cases

exclamationImportant

For Microsoft Dynamics CRM Online organisations, this feature is available if you’ve applied product updates for CRM Online Spring ’14, or if you’ve installed the CRM Online 2015 Update.

For on-premises CRM organisations, this feature is available if you’ve installed CRM 2013 Service Pack 1, or if you’ve updated to CRM 2015.
Interested in getting this feature? More information:  Find your CRM administrator or support person

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  1. Go to Service > Cases. (How do I get there?)
  2. In the list of active cases, select the cases that you want to merge. You must select at least two active cases.
  3. On the command bar, click or tap Merge Cases.
  4. In the Merge Cases dialog box, from the list of cases, select the case that the other cases will be merged into and then click or tap Merge.
  5. To see the merged case, open the case it was merged into, and you’ll find the merged case listed under Case Relationships > Merged Cases.

See Also

Create and manage a case

Create and manage parent and child cases

Video: How to create, reactivate, and reassign a case (1:47)

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