Use Case: Notify Owners When Case Merged Or Master Case Closed

I believe many are excited about the Case Merge release in Spring’21. After merging the cases, we can see them under the Merged Cases related list as they are soft-deleted. It is a cool feature, but would be even better if we can send emails when the cases are merged, or when the master case is closed. I cannot find any easy solutions to make this happen, so let’s build them in Flow!

* Big thanks to Cathy Anthony for sending in the case!

Lulu Mobile has multiple channels to handle the support tickets. Sometimes the customers will send the same question throughout the different channels, and each might contain unique information. The agents use the Case Merge with soft-delete so they can see all the merged cases in a glance. To prevent confusion, they want to notify the case owners when their cases are merged. They also want to notify them when the master case is closed so they can share the credits.

In order to start the flows on merged records, we need to have fields that identify the merge status. For child cases (cases being merged), there is a system field called MasterRecordId which is populated with the master case’s Id on the childe case after merging. For the master cases (cases that become the main case), there is no identifier, so we will need to create that ourselves.

So in this solution, we need to use MasterRecordId, one custom field, and two flows.

Flow 1: Update The Master Case And Send Email When A Child Case Is Merged

Flow 2: Send Emails To All Owners The Master Case Is Closed

Flow #1
Flow #2

Get Records
Update Records

Does the solution solve your problem? If not, write us what your problem is and we will build the flow for you!

Official Salesforce Help Article On Flow

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