In addition to users finding and merging duplicate cases, Case Merge Premium can automatically merge cases without user intervention. The Automerge Criteria section allows you to define specific detection criteria and settings for automatically merging cases.

Automerge criteria here should be strict; you only want to merge cases automatically when you are confident they are duplicates. For example, consider using criteria that look for Cases with matching Accounts, Contacts, and smaller Created Date ranges.

Options for Automerge include:

• Disabled: Automerge is completely turned off.
• Detection Only: Select this option for data collection purposes only. Cases will not be automatically merged, but data will be gathered regarding the performance of the merge criteria, allowing for criteria performance metrics and suggestions.
• Detection with 1-Click Merge: Includes the data collection functionality of the Detection Only preference. Additionally, the Duplicate Detector will display a special indicator to quickly merge cases with one click for cases that meet the merge criteria. This is a popular option for those interested in the fully automated version of Automerge who want to validate the criteria they've chosen.

• Enabled: Automerge is fully automated and runs in the background without user intervention. Data regarding the performance of the merge criteria will continue to be gathered. Detection can happen in 2 ways:
  • On Case Creation: Automerge will only run when Cases are initially created.
  • Case Updates in Selected Statuses: Automerge will run whenever Cases match the statuses defined here, on either Case creation or subsequent updates, as long as it meets all criteria

After Automerge criteria have been detecting cases, we recommend you review the suggestions in the Criteria Performance section; this helps refine your criteria rules for more accurate duplicate detection.

Note: Fully enabled Automerge runs in the background as the user who created/updated the Cases, as they meet the criteria for Automerge to run. Automerge will detect the oldest case as the Primary Case. 

• If Automerge detects multiple possible primary cases, it will revert to the "1-Click Merge" indicator on the component.
• If only two cases are manually created at the same time, Automerge should kick in, selecting one as the primary and the other as the child, depending on which record Salesforce passes to our trigger first.
  • There is currently a Salesforce platform limitation for cases created simultaneously via emails through standard Email-to-Case, or through data import. If this happens, cases will not be automerged, and they will need to be merged manually. Vicasso recommends using Email to Case Premium to prevent multiple cases from being created simultaneously.

 The fully automated (Enabled) option for Automerge is available at an additional cost. Please contact your Vicasso Account Executive for pricing and enablement.