A new knowledge base article has been published on our support portal.
Overview
In this scenario, while waiting for a response to an original query regarding their new telephone connection, a customer has opened up a new case asking for an update.
To make better use of the support User’s time, we want to automatically merge any open Case with the same Contact and same Subject using North52’s advanced business rules engine for Microsoft Dynamics 365.
To keep it consistent and easy to manage, we want to merge the new Case into the oldest Case.
Rules for Case Merging
| Rule # | Description |
|---|---|
| 1 | Upon Case creation, find any preexisting active Case with the same Contact and Subject and merge the new Case into this preexsiting one. |