There might be a situation where multiple cases are related to the same issue; In such cases instead of handling them individually, you can merge those cases and provide the solution.
Note the following points:
- When merged, all the open activities are combined under one case and remaining cases are cancelled (you need to select one case in Merge Case window).
- It is possible to merge up to 10 cases at a time.
- Merge case functionality works with Parent-Child cases as well.
Scenario:
- After Business Central training, customer’s employees face a lot of challenges in Setting up Business Central.
- One of the contacts, sends an email to Tech Quantum regarding the issue (New case is created).
- Another contact calls Tech Quantum support centre and reports the issue (New case is created).
- After investigation, it is identified that both cases are related to the same issue. So, Tech Quantum support team merges both cases and provides a solution.
Process
Go to Cases in Customer Service Hub and select the cases to be merged. The Merge icon will now be displayed in the ribbon. Click Merge.
Select the case that the other cases will be merged into. Review the cases and corresponding customers before you merge the cases. You can’t undo this action. Click Merge.
Once merged, check the status of other cases, they should be in Cancelled state.
Open the active case and check if all the activities have been merged.
Also check the Case Relationships tab.
