Salesforce - Merge Cases

George Apostolov
Updated 05 Oct 2026
- ▣ Salesforce

Salesforce - Merge Cases: step-by-step guide

Head over to the Gear icon on the top right and select Setup from the dropdown.
In the Setup page, search for "Case Merge" using the Quick find feature.
Select and check the Merge Cases box to reveal more options.
Add a case status for the closed cases. You can add "Merged" to have it as an option.
Hit Save.
Make sure the checkboxes for the cases are selected.
Click on the Merge Cases button on the top right.
You will see a window asking you to Compare cases (to be merged.) If everything looks good, hit Save!
Hit the Merge button one last time.

Quick answer: To merge cases in Salesforce, navigate to Setup and enable Case Merge with a closed case status. Select the target cases, click Merge Cases, compare them in the window, and save, then confirm the merge by clicking the final Merge button.

About this Salesforce tutorial

Streamline your support workflow in Salesforce by combining duplicate customer inquiries into a single master case with this quick guide. This guide covers salesforce - Merge Cases in 9 steps, starting with "Head over to the Gear icon on the top right and select Setup from the dropdown" and finishing with "Hit the Merge button one last time". The interactive demo above is a click-through copy of the real Salesforce interface, so you can rehearse each step before doing it in your own account.