For example, if you have 1,000 duplicate cases monthly, there is a cost associated with each of those instances. Saving 90%-100% of the time and cost previously spent managing duplicates.įor the cases that are automated, you will have saved 100% of what previously would have been lost time, which is highly valuable.A few benefits of leveraging a deduplication solution include:
#Duplicates alternote free
Cases that fall outside the threshold are forwarded to a staff member to determine manually.Īs a result, time is recaptured and staff are free to focus on higher-value work. If your confidence threshold is set at 95%, that merge is fully automated and a staff member will never have to touch the case. Artificial intelligence, for example, may be 95% confident that a case is a duplicate. You can set a threshold for “certainty of duplication” and allow the technology to automatically merge any cases within that threshold. Fortunately, there is another option which automates the task of identifying duplication and will significantly reduce lost time and resources in the future.Īlternative solutions on the market allow you to automate the merging of duplicate cases created as a result of using Email-to-Case. Anyone added to the original email from the client who then ‘replies all’ to that email, will still be creating duplicates as the first email doesn’t contain the header generated from Service Cloud.
#Duplicates alternote update
The update will likely decrease duplication but still not entirely eliminate the problem. This approach will replace the case ID number that was previously placed in the subject line. With the new update, incoming emails are matched to cases using the message ID in the messages, the “reply to” field and reference headers – which they refer to as email header-based threading. Placing the case ID into the subject line wasn’t foolproof, so Salesforce began work on a second update, initially planned for 2022 but recently pushed to the summer of 2023.
Service Cloud Email-to-Case – Current Limitations and Solutions
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