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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Showing the correct Si...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Showing the correct Similar Cases?

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Posted on by Marvin Reinknecht 100

Dear Team, 

I am new here and I hope someone can help me wih a problem with the function "similar cases". 

I created a "Advanced Similarity Rule" as you can see in picture 1+2 and the associated "New Text Analytics Entity Mapping" (picture 3+4). 

As you can see I used the keywords "office; installation". And I used these words in the description of 3 different cases. The discription of the other 3 cases are containing other keywords. 

The problem is, that the results in the field "similar cases" (picture 5) are representing all cases, but the keywords "office; installation" are not a part of all descriptions. 

 

Thank you for your help! 

Do anyone know how to solve this problem? 

Picture 1:

Picture-1.PNG 

Picture 2: 

Picture-2.PNG

Picture 3: 

Picture-3.PNG

Picture 4: 

Picture-4.PNG

Picture 5: 

Picture 5

I have the same question (0)
  • Pankaj Gogoi Profile Picture
    Pankaj Gogoi 3,177 on at

    Hi Marvin,

    Did you enable Relevance Search, it is recommended to enable for most accurate suggestions.

    Also I suggest, please check out this link.

    https://docs.microsoft.com/en-us/dynamics365/customer-service/suggest-similar-cases-for-a-case

    Best Regards

    PG

  • Marvin Reinknecht Profile Picture
    Marvin Reinknecht 100 on at

    Hi Pankaj,

    thank you very much for your advice!

    The Relevance Search was indeed not enabled, so i changed it to enable.

    I also followed all the steps of your link.

    But the problem still exists ...

    Is there another solution?

    Best Regards

    MR

  • Pankaj Gogoi Profile Picture
    Pankaj Gogoi 3,177 on at

    Hello Marvin,

    Please check the columns you have in "Add Find Columns" Quick Find Cases view. You have "testfall" word in Case title and so it is considering these cases as similar.

    Best Regards

    PG

  • Suggested answer
    Ricardo Gimenez Profile Picture
    Ricardo Gimenez Microsoft Employee on at

    Hi Marvin,

    Please check this configuration (Enable a field for exact matching of similar cases) for the fields that you are using as key for your similarity rules:

    https://docs.microsoft.com/en-us/dynamics365/customer-service/suggest-similar-cases-for-a-case#enable-a-field-for-exact-matching-of-similar-cases

    Thanks,

  • Community Member Profile Picture
    Community Member on at

    I have exactly same issue.

    Did you resolve the issue?

    It would be very appreciated if you give me the way to solve this issue.

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