Detecting duplicate cases

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Detecting duplicate cases

Description Configuring the Search Duplicate Cases tool in Pega Platform
Version as of 8.5
Application Pega Platform
Capability/Industry Area Case Management



What is a duplicate case?[edit]

Duplicate cases are cases that have the same data and purpose. But having the same data alone doesn’t make a case duplicate.

The application has to ensure that it does not let duplicate cases undetected into the system.

Example[edit]

A customer has created two orders that have the same products, and quantities. In this case, the second order might be a duplicate order. The application has to evaluate whether the second order is a duplicate, and flag it.

Pega Platform provides the ability to configure conditions that help detect duplicate cases.

How to detect duplicate cases[edit]

Pega Platform provides the search duplicate cases feature, which gives the ability to detect duplicate cases. This has to be added to the case flow as a step, and you then configure the conditions.

These are Basic conditions and Weighted conditions, which compare property values in the application to determine whether a case is a duplicate.

Basic conditions[edit]

Basic conditions are the required conditions that must match for a case to be considered duplicate.

Weighted conditions[edit]

Weighted conditions can be assigned a score and a threshold, and can be defined as the sum of all the weighted conditions.

A case is deemed duplicate when:

  • The basic conditions are matched, and
  • the Sum of the weighted conditions matches or exceeds the threshold value.

Related information[edit]

Finding duplicate cases