We receive new cases assigned to a General Queue. If we want to merge 2 cases, we first have to assign them both to one same agent, then merge, then put status back to "New" and then change the Owner again so they go back to the Queue...
How can I #merge #cases from the #Queue without changing Owner and Status????
1 réponse
Hi Vera,
You can check the article below for reference:
https://help.salesforce.com/s/articleView?id=sf.cases_set_up_lex_case_merge.htm&type=5
Thanks
Piyush
