Contents
Duplicate Detection
To enable Care Cloud to identify and flag duplicate records, you need to create the rules and conditions for this. Once flagged, you can merge duplicate records as required.
To access your organisation's Duplicate Detection Rule records,
Creating Duplicate Detection Rules
Duplicate Detection Rules determine the Business Objects, or record types, that are subject to duplicate detection.
To create a Duplicate Detection Rule:
- Navigate to Settings > Configuration > Data Management > Duplicate Detection > Duplicate Detection Rules.
The 'Duplicate Detection Rules' screen is displayed.
- Select the Create new record button on the toolbar.
The following screen is displayed:
- Complete the fields described in the table below. (Mandatory fields are marked with a red asterisk).
Field | Description | Field Logic |
Description | Description of the rule. |
|
Published | Indicates whether the rule is published. published rules are applied by Care Cloud. |
|
Name | Name of the rule. |
|
Record Type | Type of record (Business Object) to which the rule is applied. Reference values are filtered to only display Business Objects where Available for duplicate detection? = 'Yes'. |
|
Exclude Inactive Matching Records | Indicates whether to exclude inactive matching records. |
|
Valid for Export | Indicates whether the rule will be included in the export file. |
|
- Select the Save button on the toolbar.
The Duplicate Detection Conditions pane is displayed below.
This is where you specify the fields that Care Cloud uses to detect duplicate records (see section 'Adding Duplicate Detection Conditions' below).
Adding Duplicate Detection Conditions
Once a rule has been created that subjects a record type to duplicate detection, you need to specify the fields that Care Cloud uses to compare records and identify duplicates. In addition, you can configure the following finer details:
- What constitutes a duplication (e.g. the same date and time for a date field, or just the same date)?
- How many characters must match for a text field?
- Whether blank fields are considered a duplication by Care Cloud.
To add a condition to a Duplicate Detection Rule, do the following:
- Open the relevant Duplicate Detection Rule record.
- Scroll down to the Duplicate Detection Conditions pane and click the + on the toolbar. The following screen is displayed:
- Complete the fields as described in the table below:
Field | Description | Field Logic |
Rule | Duplicate Detection Rule to which the condition applies. |
|
Field | Field that is used by Care Cloud to detect duplicate records. Reference values are filtered to only display Fields where Available for duplicate detection? = 'Yes'. |
|
Criterion | Operator by which Care Cloud determines whether fields are duplicates or not. The drop-down options are filtered according to the specified Field. For example, if the specified Field is a text field, you can configure Care Cloud to compare the first 10 characters or the last 10 characters. For more information, see section 'Criterion Operators' below. |
|
Ignore Blank Values | Indicates whether two blank field values are deemed a duplication by Care Cloud. |
|
No. of Characters | Number of characters used by Care Cloud when comparing two field values. For example:
In this scenario, Care Cloud compares the first five characters of the field values. No. of Characters is redundant if specified Field is not a text field or Criterion = Exact Match. |
|
- Select the Save and Close button on the toolbar.
You are returned to the Duplicate Detection Rule screen.
- As a condition has been added to the rule, you can publish the rule whenever you are ready by setting the Published option to 'Yes' and clicking the Save button on the toolbar.
Criterion Operators
The following table describes the operators available for each type of field:
Field Type | Available Operators |
Date |
|
Text |
|
Look Up |
|
Pick List |
|
Boolean |
|
Viewing Duplicate Records
Care Cloud runs a Scheduled Job that checks records on a nightly basis for duplicates. These duplicates are identified using the Duplicate Detection Rules and Conditions. Care Cloud creates a Duplicate Record for each record that has a duplicate. Each Duplicate Record includes Subordinate Duplicates - these are the records that are identified as duplicates of the record for which the Duplicate Record was created.
For example, say Care Cloud identifies three duplicate records: Record A, Record B and Record C. A Duplicate Record is created for each record. Records B and C are Subordinate Records of the Duplicate Record created for Record A; Records A and C are Subordinate Records of the Duplicate Record created for Record B; and Records A and B are Subordinate Records of the Duplicate Record created for Record C.
To view these Duplicate Records:
- Navigate to Settings > Configuration > Data Management > Duplicate Detection > Duplicate Records.
The Duplicate Records screen is displayed.
- Click a record entry. The Duplicate Record screen is displayed. The following table describes the available fields on the Duplicate Record screen (all fields are read-only and mandatory):
Field | Description | Field Logic |
Duplicate Detection Rule | The Duplicate Detection Rule by which the duplicate was identified. |
|
Master Record | The business data record that is identified as the master. |
|
Number of Subordinates | The number of duplicates of the Master Record that have been identified by Care Cloud. |
|
Responsible Team | The team that is responsible for the record. By default, the default Team of the User who created the relevant Duplicate Detection Rule is specified. |
|
- The Subordinate Duplicates pane lists the duplicates that Care Cloud has found for the record identified as the Master Record. Click an entry in the grid to view the Subordinate Duplicate. The following table describes the available fields on the Subordinate Duplicate screen (all fields are read-only and mandatory):
Field | Description | Field Logic |
Master Record | The business data record that is identified as the master. | • Mandatory • Read-only |
Responsible Team | The team that is responsible for the record. By default, the default Team of the User who created the relevant Duplicate Detection Rule is specified. | • Mandatory • Read-only |
Subordinate Record | The business data record that is identified as the subordinate. | • Mandatory • Read-only • Calculated field |
Subordinate records can be merged into a Master record (see section below for more information).
Merging Duplicate Records
To merge one or more Subordinate Records with a Master Record, do the following.
- Navigate to Settings > Configuration > Data Management > Duplicate Detection > Duplicate Records.
The Duplicate Records screen is displayed.
- Select the checkbox of one or more Subordinate Duplicates to merge with the Master Record.
- Click Merge button on the toolbar of the Subordinate Duplicates pane and select the fields to update.
- Care Cloud does the following:
- Creates a Merged Record with an initial Status of Pending for each Subordinate record that was checked. This record displays the merged Master and Subordinate records and the status of the merge process.
- A Scheduled Job starts the merge process and sets the Status of each Merged Record to In Progress.
- Moves the child records of the Subordinate Record to the Master Record.
- Sets the Status of each Merged Record to Merged where the merging of the Master and Subordinate records was successful.
- Sets the Status of each Merged Record to Failed where the merging of the Master and Subordinate Records failed. See the Error field for further information.
- Deactivates each successfully merged Subordinate Record and deletes the relevant entry from the Subordinate Duplicates grid of the Duplicate Record screen.
Viewing Merged Records
A Merged Record captures the merger of a Subordinate Record into a Master Record. By retaining this information, Care Cloud allows you to unmerge the records if required.
To view Merged Records:
- Navigate to Settings > Configuration > Data Management > Duplicate Detection > Merged Records.
The Merged Records screen is displayed.
- Select a System View. Each System View displays Merged Records with a specific Status.
- Click a Merged Record for further information. The Merged Record screen is displayed. The following table describes the available fields on the Merged Record screen (all fields are read-only and mandatory):
Field | Description | Field Logic |
Error | Error message in the event of a failed merge. |
|
Master Record | Master business data record that is merged. |
|
Record Type | Business Object of the records that are merged. |
|
Responsible Team | Team that is responsible for the record. |
|
Status | Statuses of the merge and unmerge processes. Care Cloud selects one of the following: • Pending • In Progress • Merged • Failed • Pending Unmerge* • Unmerge Failed* *Relating to the unmerge process. For more information, see section 'Unmerging Merged Records' below. |
|
Subordinate Record | Subordinate record that is merged. |
|
Title | Title of the merged business data record. |
|
- Select the Back button on the toolbar to return to the Merged Records screen.
Unmerging Merged Records
The merging of two records can be reversed if required. In this process, the Subordinate record is reactivated and its child records restored.
To unmerge two merged records:
- Navigate to Settings > Configuration > Data Management > Duplicate Detection > Merged Records.
The Merged Records screen is displayed.
- Select the following System View: Merged Records.
This displays all records with a Status of 'Merged'.
- Click the relevant record.
The Merged Record is displayed.
- Select Menu > Unmerge Record. Care Cloud sets the Status of the Merged Record to Pending Unmerge.
- As with merging records, the unmerge process is applied by a Scheduled Job.
- If the unmerge process is successful, Care Cloud does the following:
- Reactivates the Subordinate Record.
- Restores child records to the Subordinate Record - that is, child records that were associated with the Subordinate Record before the merge process. Child records with a 'many-to-many' relationship however, such as Service Provisions, must remain associated with the Master Record.
Note: Records that were associated with the child records after the merge process remain associated with the child records after the unmerge process. - Deletes the Merged Record.
- If the unmerge process is unsuccessful, Care Cloud does the following:
- Sets the Status of the Merged Record to 'Unmerge Failed'. See the Error field for further information.
- If the unmerge process is successful, Care Cloud does the following:
