LinkedIn
Copied!

Table of Contents

Defining a threshold with weighted conditions for a case type

Version:

Only available versions of this content are shown in the dropdown

Improve the performance of your duplicate case search and limit the number of potential duplicates by defining weighted conditions for a potential duplicate case. Determine whether the case is a potential duplicate by assigning a relative weight to each condition, and by calculating the total weight of a case.

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 the weighted conditions.

  4. In the step property panel, click Add weighted condition.

  5. In the dialog box that appears, in the Weight field, enter a value between 1 and 100 that you want to add to the total weight of a case when the case meets the condition.

    When you create three conditions with the weight of 20 each, the total weight is 60.
  6. 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, to determine duplicates.

    The application uses these values to compare existing cases against the current case to identify potential duplicates.
    To compare your case with all cases that contain the same email address, enter Email is equal to user1@example.com.
  7. Click OK.

  8. Optional:

    To add more weighted conditions, repeat steps 4 through 7.

  9. In the And weighted conditions sum at least field, enter a sum of weights that represents a threshold when the case is a potential duplicate.

    The threshold value should be lower than the sum of all weighted conditions.
  10. Click Save.

At run time, the application evaluates the conditions that have different weights to determine which cases are less or more likely to be duplicates. Users can decide whether to close a case as a duplicate or ignore the potential duplicate and continue. A dialog box provides the reason for marking the case as a potential duplicate, which helps users make an informed decision.
Did you find this content helpful?

Have a question? Get answers now.

Visit the Collaboration Center to ask questions, engage in discussions, share ideas, and help others.