Duplicate Cases - Email to Case

Email-to-Case Duplicate Management keeps Salesforce clean by detecting and merging duplicate cases from emails.

Email-to-Case Duplicate Management helps avoid clutter when multiple emails create duplicate cases for the same issue. It detects and merges duplicates, consolidates information, and keeps case handling efficient and consistent.

• Duplicate Detection – Configures how the system identifies potential duplicate cases (e.g., rules, filters, and thresholds).

• Duplicate Merge – Defines how duplicates are resolved, including merge strategies, parent assignment, and field inheritance.

• Run the initial assessment – Executes a first pass of the duplicate detection process to evaluate existing cases against the configured rules.