Detecting duplicate cases

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Curator Assigned
Request to Publish
Description Detecting duplicate cases
Version as of 8.5
Application Platform
Capability/Industry Area Case Management

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What is a duplicate case?[edit]

Duplicate cases are cases that have the same data and purpose.

Having same data doesn’t make a case duplicate.

The application has to ensure that it is not marking genuine cases as duplicate or letting actual duplicate cases undetected into the system

Example[edit]

Two customer order cases can have the same products, quantity and customer name.

In this case the second order might be a duplicate order. System should be able to evaluate whether the second order is a duplicate or a genuine order.

Steps to detect duplicate cases[edit]

Pega provides search duplicate cases option that gives the ability to detect duplicate cases.

This option can be added to your case flow as a step.

This option uses Basic conditions and Weighted conditions to compare property values in the system.

Basic conditions[edit]

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

Weighted conditions[edit]

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

A case is deemed duplicate, when the combined score of the weighted conditions matches or exceeds the threshold value.

Related information[edit]

Finding duplicate cases