Astrea IT Services

Astrea Case Merge


4 / 5
21 reviews

Who Uses This Software?

Salesforce.com Users


Average Ratings

21 Reviews

  • 4 / 5
    Overall

  • 4 / 5
    Ease of Use

  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Free Version
    Yes
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
  • Support
    Online

Vendor Details

  • Astrea IT Services
  • omotenashi-pms.com/
  • Founded 2010
  • India

About Astrea Case Merge

It supports point and click graphical user interface which is very simple and easy to use. By using this lightning component, Salesforce administrators can merge Cases with the help of following criteria: Subject, Origin, Priority, Status, Contact and CreatedDate range. The component merges the duplicate Case in the parent Case and also their related Email Messages, Comments, Attachments and Files.The component requires 'My Domain' to be enabled in the Salesforce Org to function properly.


Astrea Case Merge Features

  • Alerts / Escalation
  • Appointment Management
  • Call Center Management
  • Email Management
  • Knowledge Base
  • Live Chat
  • Performance Metrics
  • Queue Management
  • Self Service Portal
  • Social Media Integration
  • Surveys & Feedback
  • Virtual Assistant
  • Workflow Management

Astrea Case Merge Reviews Recently Reviewed!


An Excellent Solution For Multiple Cases

Jun 06, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: The best part of Astrea's Case Merge software is that it works relatively seamlessly. Our operating environment inside of Salesforce is non-standard to say the least, as our industry requires us to be flexible and to provide different kinds and levels of service to different clients depending upon where they are in our organizational structure, and we required a solution to an old problem: certain email clients and websites will split emails into individual messages rather than one unified message. To avoid this clutter and to ensure that we have all messages related to a specific idea or concern in one place, we needed a way to merge them together without leaving traces and duplicates behind.

We reviewed several software solutions but in the end the obvious choice was Astrea Case Merge. Their integration into Salesforce meant that we could utilize them from the backend in a way that made it easy to use for users, and their documentation was also top notch. Highly recommended!

Cons: There was an initial time investment to consider, as Astrea's Case Merge's biggest strength was also it's greatest weakness: the flexibility that made it attractive from a setup perspective also meant that our team needed to spend a fair bit of time making sure that it was integrated properly and would work well with our structure.

Once we had ironed out the kinks and ensured that it was set up correctly, it also required us to take a day or two for each individual team to get them trained in how to use it. The time investment overall relative to how much time we spent on Salesforce in general was minimal, however.

Overall: Overall, we have found that Astrea's Case Merge software is an elegant, streamlined solution to a problem that increased our overall inefficiency. Using this software and related component functions, we have made it easy for our users and remote employees to tidy up their workspaces and to reduce the number of steps required to get vital information related to specific aspects of our business quickly.

In short, while the boost to productivity may be comparatively minor, we find ourselves impressed with the execution of the concept in general. To do one thing and do it well is no small thing and I personally wish that all aspects of our business worked so well. This little piece of software certainly pulls its weight!

Feedback

Jun 06, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I really like the merging of the duplicate case and making that as a master case.

For example, if a master case is closed and there are two duplicate cases are there then I will merge that open and closed case with the same issue to only one case and case merge plays a major role in this situation.

Cons: I had face issue once when there was no update and I was not knowing about it so whenever I do case merge the application doesn't work and even on backend side on debug logs it was not showing what was the issue. So I contacted the support team and they did out the issue and update my version of case merge and after testing the issue was solved.

Overall: Till now I feel good and comfortable for my team to use case merge and it's the best app for our business requirements.

Simple but very effective app to merge duplicates

Jun 11, 2019
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: - It's easy to set up and use

- It works very well

- Astrea responds well to feedback and made improvement to the app

- It's free!

Cons: - It only finds duplicates based on subject, so it sometimes requires a bit of editing of cases to be able to match duplicates.

Overall: I had initially downloaded the app some time ago and realised that it didn't really merge the cases, just related them. I gave this feedback to Astrea and they released a new version that does a proper merge, which is fantastic. For a free to use app, I this is one of the best add ons to anyone using Email to Case. It does have some limitations when it comes to search criteria, but nothing that cannot be worked out during the case merge.

Case Merge in Salesforce

Jun 21, 2019
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The ability to merge cases, which has not been an out of the box feature for Salesforce. I do not like the relating to other cases workaround so chose Astrea Case Merge as an alternative.

Cons: Search was a little clunky for a time. Adding the ability to search by Contact is very useful, but you could include the account against the contact. We use persona accounts and having the account name could determine if it is a contact or person account.

Perhaps pulling the contact name automatically if it is available on the case would be useful to quickly check for duplicates.

Instead of individual statuses, you could include a Closed/Open checkbox to quickly show only open cases or closed cases.

Overall: This has been a very useful tool. We are trialling the new Case Merge BETA that Summer 19 released; but are running in parallel until we are sure it is the better option.

It is the best case merge tool

May 30, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: This tool is very easy to use. The best part is that their development team also customizes the tool as per your requirement. We are very happy with this tool so far.

Cons: May be, some more filters can be added to filter out the relevant records to be merged.

Overall: It is great to work with this tool and their team.

App Fills the Gap for Case Merging

Jun 07, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: Until Salesforce introduces proper case merging features, Astrea Case Merge fills the gap effectively. The app is simple to use as an action on an existing case, enabling me to search for related cases, choose a master, merge their related content, and delete extraneous data. Plus, Astrea's development team has been quick to act on my feedback and suggestions for improvement.

Cons: (1) Creation Date fields use GMT instead of my local time

(2) Contact search doesn't permit navigation/selection using keyboard

(3) The description of a case deleted during merge is not retained anywhere

(4) When selecting cases to merge and the master, the horizontal scroll bar gets in the way and makes it difficult to click a checkbox or radio button

Recommended!

May 31, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Very simple to use like that you can merge delete or merge parent.

Cons: Nothing I can think of need was straightforward and met

Overall: Have recommended to other nonprofits who rely on service and use Lightning

Case Merge tool is Great

Jun 13, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Salesforce App Exchange reviews were great and that prompted for purchase. We have tried the initial trial and it was good. Business users also liked it. Customer Support was great.

Cons: not really much to write. It's helping our business users to do their job.

Overall: It's awesome

Astrea Case Merge Review

Jun 07, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use. You can search upto 10 case at one time. Also when you merge all the documents and emails are attached to the merged case.

Cons: In Case Merge, it only has the option to search thru Subject if I want to search by Case Number I cannot do it.

Overall: It's been helpful especially for duplicate cases.

Gets the job done

Jun 06, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Allows users without extensive Salesforce coding experience to be able to implement a data management solution that saves time and improves efficiency.

Cons: Occasionally search functionality was limited, and as a result certain workflows have to be created to effectively merge cases.

Easy To Use

Jun 13, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The ability to combine multiple cases for an individual with the same or related subject.

Cons: Needs more flexibility in determine which data is merged from each case.

Overall: I've used this app to merger multiple cases for the same submitter which similar subjects. When searching for cases, it is important to make sure to allow for more items than what you may be looking for as other cases may have similar criteria.

Should be standard functionality

Jun 07, 2019
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to install and configure. Great value for my customers.

Cons: The extra closed value "Closed as Duplicate". Gives sometimes confusion with users.

Overall: Great tool, must have for every service organisation

Perfect Tool to Merge

May 30, 2019
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Merging cases based on the subject is very helpful, you can find and merge duplicate cases in seconds and maintain one parent case to work on. The customer support response is really good, they guided through the installation process pretty well! Kudos to them.

Cons: Can add more filters to find the duplicate cases. From email is most recommended. There should be an option to merge cases when we get a new reply from one of the CC'd members in the actual email, this feature fills the gap which we have in Salesforce.

Not all functionality works for us, but better than any other options right now

May 30, 2019
2/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Pros: It allows us to merge all attachments and emails to any case.

Cons: It does not do anything with the "merged out" cases.

Overall: This Case Merge app works better than any of the other case merge apps, which are all really quite terrible. This one also does not work fully for us, as the delete function doesn't work.

Good software

Jun 06, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Provides a much needed solution to a lacking functionality in Salesforce.

Cons: Nothing I can think of. Need to still use it more.

Overall: Helps with dupe cases

Not as robust as we needed.

Jun 20, 2019
3/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: We liked its ability to parent and de-duplicate and merge.

Cons: The merge function did not account for the timelines of things such as Comments or chatter feed or emails- so things were out of order as the Merge Function does not retain the original message or comment created date. Likewise merging attachments was hit and miss as to what was captured successfully.

Overall: We did not pursue anything past the free trial as it did not fully meet our needs.

Works Exactly How We Needed!

Jun 06, 2019
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: I like using this software because it is easy to use and works perfectly.

Cons: The one thing I would improve is to have more field options to search on.

Great Product

May 30, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to implement and Astrea support was very responsive

Cons: No cons

Overall: Great, it does the job

App stopped working

Jun 13, 2019
3/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Easy to use, does what it says on the tin.

Cons: The app has stopped working. Unable to use.

Overall: Experience is good although app no longer works.

Installed but not able to use.

Jun 09, 2019
3/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: I think it would work as a customized solution to solve the duplicated cases issue

Cons: Seems to require "My Domain" setup before being able to use in Lightning

Couldn't do anything I needed

May 31, 2019
1/5
Overall

1 / 5
Ease of Use

1 / 5
Features & Functionality

Pros: Nothing, it did not merge cases as expected or desired

Cons: It did not do what was needed and past trialling it we never used it.

Overall: None