New | Case Merge
When Case Merge Premium is used by different support teams in an organization, the duplicate cases for those teams may look significantly different. For example, consider that one team may be supporting retail customers and another team supporting B2B customers. In the retail case, you may want to more broadly detect duplicates by the contact, but in the B2B case, you may want to look at the account as multiple people from the same B2B customer might be reporting a similar issue. From what I've seen, these organizations frequently use different record types for each logical support team.
We should provide a means for creating duplicate criteria for a specific record type, either by uniquely defining the duplicate criteria, or providing a means through the standard duplicate criteria to create a logic formula that includes selecting a record type.