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