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As an End User, how to process duplicate cases

When using the Salesforce Console, if you open a case flagged as a potential duplicate, Delpha Bot automatically launches the Duplicate Case conversation. This conversation displays the matched cases along with all details from the analysis.

The process has 2 steps:

  1. Review – Check the pair information (hover over the icons for details), review the score, and select the cases you want to process. Click Next.

  2. Confirm – Choose the action to perform:

    • Assign Parent

    • Merge Case

    • Reject the duplicate proposal

If the Master case is closed, only Assign Parent or Reject options will be available.

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