What happens when I process a duplicate cases pair?

Based on your settings, the cases are processed, merged or re-parented. Some extra information is added so you can keep track of the changes and extra operation performed on the attachments.

A comment is added on the New case (either merged of re-parented)

The Parenting relationship is updated

On the Newer case, Parent Case is updated

On the Master case, Related Cases are updated

Attachments on the Master record are updated.

• The new files coming from the duplicate candidate are added to the attachments of the Master

• Duplicate attachments are deleted.