Question
using OOTB automation: Search for duplicate case
I'm working on an internal application for my team + trying to determine the best way to find duplicate cases to resolve them. I see there is a "Search for duplicate case" automation available in App Studio, which I will put as a step in the first stage.
Please find a screenshot of the configuration screen for the automation. For some background on the use case, we are creating profiles + want to ensure that there is only 1 case associated with a particular individual.
Does anyone know how to implement this properly? Is there any documentation on how to use this effectively?
Thanks for your time,
Evan S
Hi,
In basic condition you need to provide the conditions which are must match conditions for your criteria of duplicate case.
Weighted conditions are the conditions which may or may not match for the current case and the potential duplicate case. For each of the conditions you can put a weight. And a total weight which would define at least some set of conditions should match for a case to be considered as a potential duplicate case.
You can find more details here.
Regards,
Suman
For the basic condition, you can use Create Operator name as same and for the weighted condition, you can use to check the required properties.
Please find the below screenshot for the sample configuration.