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Merge, group, or queue cases

Merge, group, or queue cases: Microsoft Dynamics CRM Essential Training
Merge, group, or queue cases: Microsoft Dynamics CRM Essential Training

If there are multiple cases related to one customer question or issue, you can merge the cases or group them together. While viewing cases, select the cases you want to merge or group, then a) choose Merge Cases then choose the case that all other selected cases will be merged into; or b) choose Associate Child Cases to group the selected cases, then choose the case that will be the primary case and click Set.

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