As a first step, we need to enable text analytics and connect it to CRM.
Follow the below post for enabling text analytics, connecting CRM online to Text Analytics service.
As a next step, we need to configure Similar Records Suggestions, for that go to
Settings – Data Management – Similar Records Suggestions settings
Click on New to create a new similarity rule record
Below we have created rule with Case as source entity and specified Yes for “Use Text Analytics for Target Match”
After we have created the similarity rule, we need to define the fields based on which matching will be done and suggestions will be made.
Here we have specified Criteria as Text Match, which would match the Text for the field Case Title of the Case Entity.
Save the above record and click on Activate to run the similarity rule.
Open any of the existing case, in our below scenario we have opened the case with title “Delay in Shipment” and click on +
This opens up the dialog that shows similar cases (with title having Delay word in it) using Text Analytics Service configured.
What happens if we deactivate the Similarity Rule?
We get the below error –
Checking the metric in the Text Analytics API.
Get all the details here
Hope it helps..