Detecting duplicate cases

Detecting duplicate cases

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

What is a duplicate case?

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

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

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

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

Weighted conditions

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

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.

Actual work that is performed by application users and automations that consists of a sequence of tasks and leads to an intended business goal. An example of a case is a process of hiring a particular job candidate, where an HR worker collects necessary documents, a hiring manager conducts a job interview, and an application sends an automated email with onboarding information after the candidate is approved. To create a case, you first build a template of your business process that is a case type, and then apply the template in multiple cases, for example, to review applications from many candidates.

A capability that you implement in your application. By defining features that are linked to rules and work items, you can improve the traceability of capabilities to their respective implementations.

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.