Possible Reasons for Rule Failure: Exact Match and Modified On Field
Question
A company uses Dynamics 365 Customer Service.
You are configuring the advanced similarity rules.
You create a similarity rule on cases and put an exact match for the Modified On field in the Match Fields tab.
You test the rule and discover that exact matches do not appear.
You need to determine why the rule is not working.
What are two possible reasons why the rule is not working? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
Answers
Explanations
Click on the arrows to vote for the correct answer
A. B. C. D. E.BE.
https://docs.microsoft.com/en-us/dynamics365/customer-service/suggest-similar-cases-for-a-caseSure, I'd be happy to explain the possible reasons why the similarity rule is not working as expected.
Firstly, it's important to understand that similarity rules in Dynamics 365 Customer Service are used to automatically suggest relevant knowledge articles and cases to users when they create new cases or work on existing ones. Similarity rules use machine learning algorithms to match the content of cases and knowledge articles based on selected fields and weighting criteria.
Now, let's look at the two possible reasons why the similarity rule is not working:
The similarity rule was not published: When you create a similarity rule, it is in a draft state by default. You need to publish the rule before it can be applied to cases. If the rule was not published, it will not work as expected. To check if the rule is published, go to Settings > Service Management > Similarity Rules and check the Published column. If the rule is not published, select it and click the Publish button.
The Modified On field is not set to searchable in the customization of the case entity in the solution: Similarity rules work by comparing the content of selected fields in cases and knowledge articles. If the field that you selected for an exact match is not searchable, the rule will not work. In this case, the Modified On field might not be set to searchable in the customization of the case entity in the solution. To check if the field is searchable, go to Settings > Customizations > Customize the System > Entities > Case > Fields and select the Modified On field. Check if the searchable option is selected.
The other options, such as A, B, and C, are not relevant to the issue at hand. A Power Automate flow is not required for similarity rules, the rule being deactivated or not having the correct security role would prevent the rule from being applied, but it wouldn't affect the exact match not appearing. Therefore, options D and E are the most likely reasons why the similarity rule is not working.
