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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Similar Cases are not ...
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Answered

Similar Cases are not visible under the Similar Case section

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Posted on by Microsoft Dynamics CRM 30

Hi everyone,

While configuring the Similar Cases, I have configured as per the below image.

pastedimage1595419693509v1.png

As per the above image, it will show the similar case based on the description.

Source and target field have been taken as "Case".

Can anyone please help if i am missing any configuring step?

Sample Scenario.

New Case :- Case_1

Description :- Case.

New Case :- Case_2

Description :- Case.

As per above scenario, I have created the 2 cases with the Description text as "Case" (because in Similar Cases rule Noise Key Phrases as "Case" refer above image)

As we open the Case_1, if I have click on Similar Case it should show the Case_2.

Its not populating under Case_1.

Thanks in advance.

  • Verified answer
    LeoAlt Profile Picture
    LeoAlt 16,329 on at
    RE: Similar Cases are not visible under the Similar Case section

    Hi partner,

    1.Enable the Relevance search.

    2.Clear the noise key phrases in similar rule, I test in my instance, if I fill in "case" in noise key phrases, then I will not be able to find the similar cases.

    Regards,

    Leo

  • Microsoft Dynamics CRM Profile Picture
    Microsoft Dynamics CRM 30 on at
    RE: Similar Cases are not visible under the Similar Case section

    Hi Leo Zhang,

    I have provided the filter search criteria on the Description field of the Case Entity and Noise Phrase as "Case", but still the Similar cases are not populating.

    Is there any other configuration that we have to perform to populate the similar cases data?

    Thanks in advance.

  • Suggested answer
    LeoAlt Profile Picture
    LeoAlt 16,329 on at
    RE: Similar Cases are not visible under the Similar Case section

    Hi partner,

    Please check the following points.

    1.Make sure that you've activate your rule.

    MicrosoftTeams_2D00_image-_2800_5_2900_.png

    2.The text match only filter by word, in your case, "-Case_1" is a complete word in D365 so the similar case will find "-Case_1" not only "Case".

    MicrosoftTeams_2D00_image-_2800_7_2900_.png

    So please replace your keyword as "Case 1" and try again, keep a blank space between "Case" and "1".

    Regards,

    Leo

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