Searching duplicate cases
Save time and minimize creation of similar cases by adding a Search duplicate cases shape to your case life cycle.
In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
In the case working area, on the Workflow tab, click Life cycle.
In a process to which you want to add a Search duplicate cases shape, click.
- 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.
- Creating cases
Meet your business goals by creating cases that users of your application, such as customer service representatives (CSR) resolve to achieve a specific outcome. When you create a case, you ensure that CSRs can perform their work by collecting and processing information from customers.