Case Linking automates the creation of a Related Cases link when two or more cases relate to the same Account Holder. In addition, the system can be configured to assign related cases to the same Case Lead automatically. Once linked, the related cases can be seen in the section of the page by clicking on the Related Cases tab.
When needed, a team member can also link cases manually by clicking on the 
icon in the upper right corner of the section.
Administration Guide
Who Can Use this Feature?
Management and use of this feature is available to all users with an Administrator license, by default. Users with a Standard license who have been granted Case Linking site rights also have access to this feature.
Where Is It Set Up?
To access the Case Linking page, click on the vertical sidebar menu. Then go to → .
Case Linking Options
System Preferences Settings
When Auto Linking is enabled in the tab, the Assignment Grouping and Link and Group By options also become available. These options rely on Auto Linking to manage how related cases are grouped and assigned.
Link and Group By
The Link and Group By setting allows users to define the criteria for linking related cases.
When enabled, cases can be linked based on Account Number, Social Security Number, or both fields.
Auto Linking
Auto Linking relates cases with the same Account Number.
When the Auto Linking setting is enabled, matched cases will be linked automatically upon case creation. This includes cases created for direct disputes via a Create Case form as well as cases generated for indirect disputes.
Assignment Grouping
Assignment Grouping assigns cases with the same Account Number to the same Case Lead.
When the Assignment Grouping setting is enabled, Case Central® will automatically assign a new, linked case to the same team member as long as the user's defined permissions allow. If the team member does not belong to the Queue associated with the case, or if they haven't been granted the necessary user permissions to work the case, the existing Auto-Dispatch Rules will be applied.
Note
The Account Number record evaluated for linking cases is the value received from e-OSCAR® or the one entered manually for a direct dispute. It is not the Account Number stored in the organization's Source of Record.
Enable/Disable Case Linking
To enable Auto Linking, click the
icon to move the toggle switch to the right 
position.To enable Assignment Grouping, click the
icon to move the toggle switch to the right position.Note
Assignment Grouping is only available when Auto Linking is enabled. The setting will display after the Auto Linking toggle switch has been moved to the right position.
To disable Auto Linking, click the
icon to move the toggle switch to the left position.To disable Assignment Grouping, click the
icon to move the toggle switch to the left position.Note
When Auto Linking is disabled, Assignment Grouping is automatically disabled as well.