Creating a Case by One Click
Prerequisites
The Case 2.0 feature has been enabled for the tenant space.
Procedure
- Click
on the workbench as an agent.
- 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.
- Select a case type, the Case Information page is displayed on the right of the workbench.
- 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
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
- Web
Associated Customer
Drop-down list
Customer associated with a case.
The options are customers configured on the
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
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 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
page. - Click Save.
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