Case Merge Overview
The Case Merge feature in Emplifi Agent allows an agent to merge the data from one case into another case. This is very useful in helping to prevent or reduce the number of duplicate cases in your database.
If you have not used the Case Merge feature before, it will help if you have completely reviewed and are familiar with the section on Merge Cases in the User's Guide before continuing.
Before this feature can be used, there are a few administrative set up tasks that must be completed:
Actions
You have the option of posting an action to both the source and destination cases when a merge takes place. The most common use of this feature is to post an action to close the source case once it has been merged with the destination case. You may also want to post an action on the destination to indicate that it has been merged with data from another case.
Defining actions is covered in the topic on Defining Action Type Codes. When you define the action or actions to use for these steps, keep the following points in mind:
The actions should have a Base Action Type of "Log" or "Other." Using a transfer or schedule action in this scenario does not make sense, since you are not initiating any type of workflow.
The actions should act on the case as a whole and should not reference issues in any way. Since the merge process affects the whole case, any reference to an issue in an action definition will cause an error during the merge.
It is recommended that the Case Merge Source Action should set the case status to Closed and set the Special Case Status to a value that indicates it has been merged to another case. This will allow merged cases to be easily filtered out on reports and utilities.
Once you have defined the necessary actions, you need to set up the values in the Configuration: Case settings. Look for the settings labeled Case Merge Source Action and Case Merge Destination Action. Remember to assign these in every configuration for users that will be able to perform case merges.
If the merge is being done from a new case, and that case has not yet been saved (in other words, no Case ID has been assigned), neither of the actions will execute.
Duplicate Case Search Rules
You must define the search rules that agents will use to attempt to locate related or duplicate cases to the one on which they are currently working. Duplicate Case Search Rules are very similar in concept to Address Search Rules Overview. The steps to define them are covered in the next topic (Duplicate Case Search Rules).