Updated on 2025-01-23 GMT+08:00

Creating a Case by One Click

Prerequisites

The Case 2.0 feature has been enabled for the tenant space.

Procedure

  1. Click on the workbench as an agent.
  2. Select a case type based on service requirements on the Select Work Order Type pop-up window that is displayed.

    The system automatically extracts information contained in the text of the conversation between the customer and the agent and provides top 3 case types for the agent to select from.

  3. Select a case type, the Case Information page is displayed on the right of the workbench.
  4. Configure the case content.

    Table 1 GUI elements on the Case Information page

    Element

    Type

    Description

    Case Type

    Drop-down list

    Case type associated with a case.

    The options are all case types configured on the Configuration Center > Case Configuration 2.0 > Case Configuration > Case Type page of the tenant space.

    Case Title

    Text box

    Short description of a case.

    This parameter can contain a maximum of 128 characters.

    The system automatically extracts information contained in the text of the conversation between the customer and the agent and sets this parameter.

    Case Description

    Text box

    Case details.

    This parameter can contain a maximum of 20,000 characters.

    The system automatically extracts information contained in the text of the conversation between the customer and the agent and sets this parameter.

    Deadline

    Time selection control

    End time of a case.

    Priority

    Drop-down list

    Priority of a case.

    The options are as follows:

    • Low
    • Medium
    • High
    • Critical

    Source

    Drop-down list

    Source of a case.

    The options are as follows:

    • Voice
    • Whatsapp
    • Web
    • Email

    Associated Customer

    Drop-down list

    Customer associated with a case.

    The options are customers configured on the Customer Center > Customer Center Management page.

    Assignment Mode

    Option button

    Assignment mode.

    The options are as follows:

    • Manually
    • Auto

      Automatic assignment is performed based on the case assignment rule on the Configuration Center > Case Configuration 2.0 > Case Configuration > Case Assignment Rule page.

    Owner Type

    Option button

    Owner type.

    The options are as follows:

    • Case Queue: Assign the case to a group.
    • Agent: Assign the case to an agent.

    This parameter can be configured only when Assignment Mode is set to Manually.

    Owner

    Drop-down list

    Case owner.

    • When Owner Type is set to Case Queue, select the case queue configured on the Configuration Center > Case Configuration 2.0 > Case Configuration > Case Queue page.
    • When Owner Type is set to Agent, the options are all employees in the tenant space.

      If Claim is selected, the owner is the creator of the current case by default.

    This parameter can be configured only when Assignment Mode is set to Manually.

    Attachment

    Button

    Uploading an attachment.

    The attachment supports the following formats: JPG, PNG, PDF, JPEG, GIF, DOC, and DOCX. A maximum of five attachments can be uploaded, and the size of an attachment cannot exceed 5 MB.

    Customer Notification

    Check box

    Whether to notify the associated customer and the notification mode.

    The options are as follows:

    • Customer Notification--Email
    • Customer Notification--SMS

    The corresponding email address or mobile number of the customer to be notified needs to be configured on the Customer Center > Customer Center Management page.

  5. Click Save.