Dynamics 365
Help & Training
Search

Merge similar cases (Customer Service)

Eliminate redundancies between similar cases in Microsoft Dynamics 365 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, 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 (Customer Service)


Important

This feature was introduced in CRM Online Spring '14 update and in CRM 2013 Service Pack 1 (on-premises).

Interested in getting this feature? More information: Find your Dynamics 365 administrator or support person


  1. Go to Service > Cases.

  2. In the list of active cases, select the cases you want to merge. You must select at least two active cases.

  3. On the command bar, click Merge Cases.

  4. In the Merge Cases dialog box, from the list of cases, select the case the other cases will be merged into, and then click 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.

Applies To

Dynamics 365 (online)

Dynamics 365 (on-premises)

Dynamics CRM Online

Dynamics CRM 2016

Dynamics CRM 2015

Dynamics CRM 2013