Detecting duplicate cases

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?

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

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

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

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

Weighted conditions

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

Finding duplicate cases

A business solution that automates workflows in your organization. Multiple, unrelated applications can be hosted in the same system. You create an application by running the New Application wizard.

A method of delivering goal-oriented results by handling business cases from start to a resolution and combining human actions with digital automations. In case management, you use data and people that are involved in a business process to visualize and model work, so that you can prepare a set of actions that lead to your objective. For example, you can model a process of approving candidates after reviewing job applications, from collecting documents from a candidate, through the job interview, to the final approval.

An open instance of your business process that is very similar to a case that already exists and both cases are designed to reach the same result. For example, if your business objective is to review loan requests, your application creates a duplicate case when a user creates the same request twice. To maintain good quality of your business processes and save time, avoid researching, updating, and resolving both cases by identifying and eliminating duplicate cases. For example, you can identify all loan requests that include the same customer email address.

The smallest element of your business process, a step represents a single task. A step can be a user action, such as collecting information from a customer, or an automation that an application performs, for example, sending an email to a customer when a business process reaches resolution. When you visualize your work, you order steps in a sequence that communicates what actions are required to reach your business objective. You can select from a wide choice of steps to ensure that you reach your goals in the most efficient way.

A target range of values. When a threshold is exceeded, an alert is generated. You can manage threshold settings and specify whether alerts display by updating the prconfig.xml file, or by using dynamic system settings.