Page 29 - Global Booklet Support_Neat

Merging Cases

When to Merge

Merging is the process of combining two cases into one while maintaining the independent
records within each. Only leads & select support team CSRs have the ability to merge cases.
It is appropriate to merge cases when…

1. Dealer sends in a duplicate request. One case would then be closed as duplicate
and merged with the case which will be resolved.

2. A case was created and solved for a particular issue but the issue resurfaces
some time later. Merge the two cases to ensure that the record shows both
reports of the issue.

3. Dealer accidentally breaks the email chain on one case and unknowingly creates
a new case.

How to Merge: My Open Cases & Queue

1. Select cases to be merged by checking the box on
the far left.

2. Use the „Merge‟ button at the top of the queue or
My Open Cases screen to open the merge page.

3. Once merge page is open, select the master or
“Parent” case by checking the box next to the case
number.

4. Select „Merge‟. The information from both cases is
now available under the parent case number.

How to Merge: Case Details

1. Navigate to „Case Details‟
2. Select the „Find Duplicates‟ button at the top of

the details view.
3. Type the case number you would like to merge

with in the „Lookup case‟ field.
4. Once the case number is located, select „Add to

Merge List‟
5. Click „Merge Selected‟ to open the merge page.
6. Once merge page is open, select the master or

“Parent” case by checking the box next to the
case number.
7. „Merge‟