Why are fields not showing up to be added as part of my Duplicate Criteria?

You're configuring Case Merge Premium's Duplicate Criteria and notice that some fields do not show up for you in the drop-down menu.

  • Mar 10, 2022
  • Knowledge

Permalink
https://kb.vicasso.com/?kb=000005149
Details
In order for fields to be available as an option in the drop-down menu when configuring Duplicate Criteria, it must:
  • Be filterable (not a Text Area field)
  • Not encrypted
  • Not be the Case ID field
Notes:
The Automerge Parent Case field will never show up as an option.

If you're looking for the Web Email field, it displays as the Email Address field! Salesforce's label for this field when looking at a Case record is Web Email, however, the field label itself is Email Address, which is used by Case Merge Premium.

If you believe a field should be displaying and it is not, please open a Case with Vicasso support.
Title
Why are fields not showing up to be added as part of my Duplicate Criteria?
URL Name
Why-are-fields-not-showing-up-to-be-added-as-part-of-my-Duplicate-Criteria