Duplicate Merge

How to automatically handles duplicates with configurable thresholds, merge or parent options, child status rules, and attachment cleanup—keeping Salesforce cases clean and efficient.

Auto Remediation Threshold

Define the score threshold above which duplicate cases are automatically processed.

Auto Remediation

Defines how duplicate cases are automatically handled once they reach the configured Auto Remediation threshold score. You can choose between several modes:

• None – No automatic action is taken. Duplicates are only flagged.

• Auto – The system decides the most appropriate action (merge or assign parent) based on your configuration.

• Merge – Duplicates are automatically merged.

Delpha applies the merge behavior defined on Salesforce Setup.

Service Setup > Process Automation > Case Merge

• Assign Parent – The duplicate is automatically linked to an existing parent case.

The Master case is always the oldest case, which may be either Open (still in progress) or Closed.

• If the Master case is Open, you can choose to either merge the two cases or assign the Master as the parent of the new case.

• If the Master case is Closed, Salesforce only allows the Assign Parent option.

When Auto is selected, Delpha automatically merges the new case if the Master is Open, and re-parents it when the Master is Closed.

Child Case Status

Child Case Status lets you define what status the duplicate (child) case should take after a merge or parent assignment.

• Possible values include New, Working, Escalate, or Closed.

• This ensures that all child cases follow a consistent lifecycle once they are processed, avoiding conflicting or outdated statuses.

In short: it standardizes the post-processing state of duplicate cases, keeping your case management clean and predictable.

Assign Parent / Merge Options

Assign Parent / Merge Options let you control which fields are copied from the Master case to the Child case after a merge or parent assignment.

• You can select up to 5 fields.

• This ensures important information (e.g., OwnerId, priority, category) is consistently inherited by the Child case.

• It helps maintain data quality and consistency across merged or linked cases.

In short: this option defines which Master case details should overwrite or update the Child case after remediation.

Duplicate attachments

This option automatically removes duplicate attachments when using the email-to-case functionality. It prevents the same file from being stored multiple times across redundant cases, reducing clutter and saving storage space while keeping case records clean.

In short: it ensures only unique attachments are retained in cases created from emails.

The analysis is based on both the attachment’s name and its size, and only exact matches are considered duplicates.