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Can Agentforce identify duplicate cases?

Becca Lough

Customer support teams get a lot of requests. Sometimes, different people report the same problem. If there’s no way to track duplicate cases, agents may waste time working on the same issue twice.

AgentForce can help, but not in every situation.

Dallin Smith, Senior Consultant at SOLVD, says:

"AgentForce can help in some cases, but in others, a more custom solution might be needed."

Let’s look at three common situations and how AgentForce can help.

Same Problem, Same Company

Imagine two employees from the same company report the same issue. One agent starts working on it, but another agent also gets the same case. If the system doesn’t spot duplicates, both agents may work on it at the same time without knowing.

Right now, Salesforce does not automatically find duplicate cases. A special Apex trigger can help by checking case details like the time and subject. If two cases are too similar, it can mark them as duplicates.

Same Problem, Different Time

Let’s say a customer reports a problem, gets it fixed, but later has the same issue again.

Here, AgentForce can help. Its AI tools can look at past cases and recognize repeat problems. This helps teams respond faster and avoid doing the same work twice.

Same Problem, Different Company

What if two different companies report the same issue? One customer reaches out, and later, another business has the exact same problem.

AgentForce can assist by using AI-powered case sorting. It looks at past cases, suggests previous solutions, and helps agents fix problems faster.

What’s the Best Option?

While AgentForce can help, some businesses may need a custom solution for more complex problems.

Dallin Smith, , Senior Consultant at SOLVD adds:

"If your company struggles with duplicate cases, let’s talk. We can help find the best solution, whether it’s AgentForce or something custom."

If duplicate cases slow down your team, contact SOLVD today. We’ll help you find the best way to speed up support and make your team more efficient.