Oracle Customer Hub (UCM) Master Data Management Reference > Configuring Oracle Customer Hub (UCM) to Resolve Duplicate Records > Configuring Duplicate-Resolution Functionality >

Scenario for Creating a New Record with Suspect Matching

This topic gives the following example of how Oracle Customer Hub (UCM) might be used for suspect matching. You might use Oracle Customer Hub (UCM) differently, depending on your business model. For information on new or enhanced UI objects, see Suspect Match Object Additions.

A business user takes an order from a customer at a given address. The order is approved by the system and the user submits the order. Later, when the data steward logs in to the provisioning system to check the delivery date, the new customer record cannot be found. A match is made by address, but the customer name is spelled differently. The business user informs the data steward that two records have been flagged as potential matches by Oracle Customer Hub (UCM) and are waiting for her to review them. After verifying the data, the data steward merges the two records into one master record.

Later the user notices that the record in the call center application shows several previous orders in addition to the one just taken, and she notices that one of the orders has a status of In Process. If she were to combine the order, her customer would qualify for free shipping, so she combines the two orders, then sends the customer an email informing him of the new combined order and the refund for the previously charged shipping cost.