{"id":24678,"date":"2020-09-10T09:04:55","date_gmt":"2020-09-10T09:04:55","guid":{"rendered":"https:\/\/www.inogic.com\/blog\/?p=24678"},"modified":"2020-09-10T12:08:13","modified_gmt":"2020-09-10T12:08:13","slug":"how-to-use-advanced-similarity-rules-to-view-similar-case-suggestions","status":"publish","type":"post","link":"https:\/\/www.inogic.com\/blog\/2020\/09\/how-to-use-advanced-similarity-rules-to-view-similar-case-suggestions\/","title":{"rendered":"How to Use Advanced Similarity Rules to view similar case suggestions"},"content":{"rendered":"

Advanced Similarity Rules<\/strong> support the customers to view similar case suggestions in the Customer Service Hub. This allows users to view cases similar to their current case and resolve customer issues in the first contact and within a short period. It also helps to reduce operating costs and in turn, increases customer satisfaction.<\/p>\n

If the user is working on a support case, he can view similar cases in the Related <\/strong>section of the current case and resolve their case quickly.<\/p>\n

Steps to create a new similarity rule<\/strong><\/h2>\n

Step 1:<\/strong> In the Customer Service Hub<\/strong> Sitemap, Go to Service Management.<\/strong><\/p>\n

\"Advanced<\/a><\/p>\n

Step 2<\/strong>: Click on Advanced Similarity Rules.<\/strong><\/p>\n

\"Advanced<\/a><\/p>\n

Step 3<\/strong>: Select New<\/strong> on the command bar to create an advanced similarity rule.<\/p>\n

\"Advanced<\/a><\/p>\n

Step 4<\/strong>: In the Details<\/strong> tab, fill all the required details.<\/p>\n

    \n
  1. Name<\/strong> (Required): Enter the name of the rule.<\/li>\n
  2. Source Entity<\/strong> (Required): By default, Case entity is selected for similar case suggestions.<\/li>\n
  3. Description<\/strong> (Optional): Used to show a description of the similarity rule.<\/li>\n
  4. Noise Key Phrases<\/strong> (Optional): Users can provide noise key phrases separated by a semicolon (;). These phrases will be filtered while searching for a similar case.<\/li>\n
  5. Filter Results by Status<\/strong> (Optional): Select the status based on the requirement for filtering records, example -Active, Cancelled, Resolved.<\/li>\n<\/ol>\n

    Step 5<\/strong>: Click on Save<\/strong> to save the rule.<\/p>\n

    \"Advanced<\/a><\/p>\n

    Step 6<\/strong>: In the Match Fields<\/strong> tab, click on + New Text Analytics Entity Mappings<\/strong> to add related text analytics entity mapping records to this rule. Fill all the details in the Details<\/strong> tab in the new record.<\/p>\n

    1. Criteria<\/strong>: Select criteria for matching records i.e. Exact Match<\/strong> or Text Match<\/strong>.<\/p>\n

    \"Advanced<\/a><\/p>\n

    1.1. Exact Match<\/strong>: <\/em>All fields except single-line and multi-line text fields can be enabled for an exact match.<\/p>\n

    How to enable the field for exact matching of similar records.<\/strong><\/p>\n

    Follow the below steps to enable a field for the exact match of similar cases.<\/p>\n

      \n
    1. \n
        \n
      1. Navigate to https:\/\/make.powerapps.com\/<\/a><\/li>\n
      2. Go to<\/strong>Entities, then select the entity you want to customize, and then select Views.<\/strong><\/li>\n
      3. Open Quick Find view of the entity with name Quick Find <Entity name><\/strong>\"Advanced<\/a><\/li>\n
      4. On the right-hand side, click on Edit Find Column<\/strong><\/li>\n
      5. Select the fields you want to enable for an exact match.\"Advanced<\/a><\/li>\n
      6. Select Apply <\/strong>and click on Save<\/strong><\/li>\n
      7. Select\u00a0Publish <\/strong>to finish enabling exact matching for the field.<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n