What is the outcome of the Duplicate EmailToCase analysis

Email-to-Case Duplicate Object stores comparisons between a new case and a matched case, including IDs, numbers, status, subjects, similarity score, and Email body text differences.

When two cases are identified as Potential Duplicates, the outcomes of the analysis are stored in the object DDQ Duplicate Case / delpha__DDQ_DuplicateCase__c.

These outcomes are:

• Information on the 2 cases.

  • delpha__CaseId__c – The Salesforce ID of the new (incoming) case.

  • delpha__CaseNumber__c – The case number of the new case.

  • delpha__CaseStatus__c – Current status of the new case (e.g., New, Working, Closed).

  • delpha__CaseSubject__c – Subject line of the new case.

  • delpha__MatchedCaseId__c – The Salesforce ID of the case identified as a potential duplicate (the “matched” case).

  • delpha__MatchedCaseNumber__c – The case number of the matched case.

  • delpha__MatchedCaseStatus__c – Status of the matched case.

  • delpha__MatchedCaseSubject__c – Subject line of the matched case.

• Comparison on the email bodies

  • delpha__Difference__c – Highlights the textual differences between the two email bodies (to show why they may or may not be duplicates).

  • delpha__Included__c – Boolean/flag stating if one of the email body is fully included in the other.

• Status information

  • delpha__Score__c – The similarity score between the two cases (based on email content, subject, sender, CC List etc.).

  • delpha__Comment__c – Additional notes or system comments about the duplicate check.

  • delpha__Status__c – Processing status of this duplicate check (Potential Duplicate, Manual Yes, Manual No, Auto Yes).

  • delpha__Processed__c – Boolean/flag indicating whether this duplicate record has already been processed.

To track duplicate creation and remediation, you can build some report or dashboard based on the object DDQ Duplicate Case.