When a call center agent creates a new service request, a background duplicate detection process is initiated and any potential duplicates are identified within Dynamics CRM. These are not readily visible to the Agent when taking the information as you always want to record each call, then identify potential duplicates to avoid multiple responses.
To illustrate, we already have an existing “Abandoned Property” service request and so if the call center agent attempts to create a new Abandoned Property service request at the same address, they will see the “Potential Duplicate” in the “Related” section of the form as shown below.
Once a case has been created and has been tagged as a “Potential Duplicate”, it will have an identified Parent Case associated with it. In order to merge the case into its parent case, you first open the case tagged as a potential duplicate in Dynamics CRM and scroll down to the “Related” section of the case form. After reviewing the case to determine if it is a true duplicate, you then scroll to the top of the Ribbon menu and click on “Merge
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into Identified Parent” and the current (child) case will be assigned a status of “Cancelled” and the case now appears in the “Merged” cases sub grid on the parent case.
Now when you go and open the Parent case in Dynamics CRM and scroll down to the “Related” section of the case form, the child case shows as a Merged Case into the Parent.
If multiple cases are created and the system has identified them as potential duplicates, you can merge all the duplicate child cases once you have confirmed they are in fact, duplicates. To illustrate we have created 2 new Abandoned Property cases at 240 Richmond St, in Toronto. They have been identified as potential duplicates of the parent case. When you view the parent case and scroll down to the related section of the case form, you see them listed as potential duplicates as shown below.
In order to merge these you click on the “Merge All Potential Duplicates” in the top ribbon bar if the case form, and select the current case as the parent case. All potential cases are then merged to the parent case and potential duplicates are no longer visible in the “Potential Duplicate” sub grid on the parent case and are now shown as “Merged Cases”.
If cases have been merged and they had individual subscribers, Dynamics CRM looks for any subscribers on the merged cases and copies over all subscribers to the updated parent case. Simultaneously, Dynamics will send out notification emails to all copied subscribers that their case base been merged and the email will contain a link to view the details of the parent case. If the subscriber of the original case was to login to the portal, they would see the new Parent case in their view of “Cases that I am subscribed to” and could view the details of the case.