When searching for duplicate cases, the Subject field on the case may include extraneous information from an email subject line. For example, the email subject may contain "FW:" or "[Email Loop Protection]" which are certainly not unique to a single issue or case.

Case Merge Premium includes the Subject Conversation field, trimming out the following text from the original subject line of the email.

• Fwd:
• FW:
• Fw:
• RE:
• Re:
• [Email Loop Protection]
• [External]

We recommend using the Subject Conversation field in your duplicate criteria for more precise results when detecting duplicates with Case Merge Premium. For information regarding configuring best practices for your duplicate criteria,  please refer to this Case Merge Premium documentation.

 

Please note: this formula field is not case sensitive but punctuation sensitive. If brackets or colons are included, they must be present in the subject line with the prefix for it to be removed.  For example, [External] would be removed, but External would not.

 

For information on how to exclude additional text, please see this knowledge article.