You can define a set of exact conditions for a case type. By identifying which attributes of a case are required, you can improve the performance of your duplicate-search logic because exact conditions limit the number of cases to evaluate as potential duplicates.
In the Explorer panel, click Cases, and then click the case type that you want to open.
On the Settings tab, click Track duplicates.
Ensure that a threshold and at least one weighted condition are defined.
For more information about weighted conditions, see Defining a threshold with weighted conditions for a case type.
Select the Configure must match conditions check box.
Click + Add condition.
In the Label field, enter a short, unique string that identifies this exact condition.
You can keep the default labels that automatically increment each time that you add a new condition. For example, A and B are assigned to your first and second conditions respectively. These labels are easier to reference in the Filter logic field.
In the Potential duplicates field, press the Down Arrow key and select a property name.
Select a function from the Operation list.
For example, you can verify that a property does not start with the string "Customer".
In the Filter Value field, press the Down Arrow key and select a property name.
The function that you provide in the Operation list compares the value in this field with the value in the Potential duplicates field.
In the Filter logic field, enter Boolean logic that considers each condition.
You can use traditional Boolean operators or the keywords AND, OR, and NOT in your logic. Use parentheses to control the order of operations. For example, you can enter (A AND B) OR (NOT C).
Click OK.
Click Save.
Exact conditions and your filter logic are evaluated first to narrow the list of potential duplicates. The results of your filter string must return a true value before weighted conditions are considered.