How to detect potential duplicate service requests

When a call center agent creates a new service request, a background duplicate detection process is initiated and any potential duplicates are identified.  These are not readily visible to the Agent when taking the information as you always want to record each call, and then identify potential duplicates to avoid multiple responses. 

To illustrate, we already have an existing Pothole service request and so if the call center agent attempts to create a new Pothole service request at the same address, they will see the “Potential Duplicate” under the Related Records tab.

Merging a potential duplicate into Identified Parent Case

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 and open the Related Records tab.  After reviewing the case to determine if it is a true duplicate, click Merge into Identified Parent. The current (child) case is 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 and click Related Records tab of the case form, the child case shows as a Merged Case into the Parent.

Merging potential duplicate child cases from a parent case

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 Pothole 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 click the Related Records tab, you see them listed as potential duplicates.

In order to merge these, select all of the records to be merged and click Merge Into Identified Parent.  All the selected cases are then merged to the parent case. The duplicate cases are no longer visible in the Potential Duplicates sub grid and are now shown as Merged Cases.

Informing Subscribers their Case has been Merged

If cases have been merged and they had individual subscribers, VeloCITY 365 looks for any subscribers on the merged cases and copies over all subscribers to the updated parent case.  Simultaneously, notification emails are sent to all subscribers that their case base been merged and the email contains a link to view the details of the parent case.  If the subscriber of the original case logins onto the portal, they would see the new Parent case in their view of “Cases that I am subscribed to” and views the details of the case.