Searching duplicate cases

Save time and minimize creation of similar cases by adding a Search duplicate cases shape to your case life cycle.

1. In the navigation pane of Dev 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 a process to which you want to add a Search duplicate cases shape, click Step > More > Automations > Search duplicate cases.
4. Click Select.

What to do next: Define conditions that potential duplicate cases must match:

• Define the basic conditions. For more information, see Defining basic conditions for case types.
• Define a threshold with weighted conditions. For more information, see Defining a threshold with weighted conditions for a case type.