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.