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Defining basic conditions for case types

Updated on November 22, 2021

Improve the performance of your duplicate case search and limit the number of potential duplicates by defining basic conditions for potential duplicate cases.

Before you begin: Add a Search duplicate cases shape to the life cycle of your case type. For more information, see Searching duplicate cases.
  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
  2. In the case working area, on the Workflow tab, click Life cycle.
  3. In the Case life cycle section, click the Search duplicate cases step for which you want to define basic conditions.
  4. In the step property panel, click Add basic condition.
  5. In the dialog box that appears, in the Potential duplicate, Comparator, and Current case fields, enter the property names and values that you want to use to determine duplicates in a comparison against the existing cases.
    The application uses these values to compare existing cases against the current case to identify potential duplicates.
    For example: To compare your case with all cases that contain the same email address, enter Email is same.
    Note: Properties that an exact condition references must be exposed as columns in the database. For more information, see Planning for property optimization.
  6. Optional: To define more basic conditions, in the dialog box, click Add a row, and then go to step 5.
  7. Optional: To mark the case as a potential duplicate only when the case meets all basic conditions, in the field below When, select and.
  8. Optional: To mark the case as a potential duplicate when the case meets at least one basic condition, in the field below When, select or.
  9. Click OK.
  10. Click Save.
Result: At run time, the application evaluates the basic conditions first to limit the list of potential duplicates. If the case meets the basic conditions, the system analyzes the weighted conditions.

The results are displayed in tabular form. You can decide whether to close a case as a duplicate or ignore the potential duplicate and continue case processing.

In the results table, you can preview the matching property values of a potential duplicate case and the total score contribution number by clicking Why is this shown here?. A dialog box is displayed that provides the reason for marking the case as a potential duplicate, which helps you make an informed decision about what action to take.

Note: Only simple match scores are shown in the dialog box. The Date time and Date property types are complex match scores and do not display the values. However, the total score contribution of complex matches is shown in the Other conditions section at the bottom of the dialog box, so the lack of display has no impact on duplicate case evaluation.
What to do next: Define the weighted conditions for the case. For more information, see Defining a threshold with weighted conditions for a case type.

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