If your team uses the Salesforce Service Cloud to manage internal or client support requests, you know how easy it is to receive, manage, and resolve challenging issues in record time. But with the ease of creating Cases through email and portal, duplicates can become a serious problem and slow the process of closing tickets. Communications get lost, follow-ups are missed, and no one is happy. Wouldn’t it be great if there was an easy way to find duplicate Cases and merge them together to ensure nothing falls through the cracks? Case Merge Solution has you covered.
“Case Merge Solution” enables authorized users to find duplicate cases on the basis of subject and merge them, Child objects such as comments, attachments , emails are cloned to master case and the duplicate case status is changed to Closed as Duplicate.
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This app does just what I need it too. However, when I click on find duplicates, the only thing that comes up is the case itself. How does it match duplicates? Any idea why I am having this problem?
From their specs, it sounds like they are probably parsing the Subjects to see if a few words match. Whenever you are having difficulties with an App on the AppExchange, I would always recommend reaching out to the provider either by leaving a review on their posting, emailing, or calling (contact information found on the Provider tab of the App listing). Nobody knows the code like the people who built it, and if their solution isn’t going to be able to meet your needs today, they may consider your recommendations for future upgrades.
Hope that helps. Keep us posted!