After performing Case data entry, you can perform duplicate detection on Cases.
About Duplicate Detection for Cases
You can perform duplicate detection on Cases after data entry. Vault will return a list of duplicate Cases and Inbox Items on the Potential Matches page, if any.
Duplicate detection for Cases uses the same logic as for Inbox Items. See Promote to Case for information on how duplicate detection works and the types of potential matches.
Prerequisites
Before you can use this feature, your Admin must:
Detect Duplicate Cases
Use the Duplicate Search on Case action to perform duplicate detection on Cases. This action is not available on child or parent records or on imported Cases.
To perform duplicate detection on Cases:
- Navigate to the Cases tab and select a Case record.
- Select the Duplicate Search on Case (
) icon or from the All Actions menu, select Duplicate Search on Case.
If there are any duplicates, Vault displays the Potential Matches page. - Select a duplicate record to compare with the current Case.
- Select one (1) of the following actions:
- Close: Return to the current Case record.
- Compare Details: Compare the current Case with another Case. This action does not appear when comparing the current Case with an Inbox Item. Selecting this action directs you to the Case Version Compare page, which highlights key differences between Case records.