Creating a Case

Procedure

1. Sign in to the AICC, choose Case 2.0 > Case Workbench, and click Create. Alternatively, directly click the quick entry shown in Figure 2 to create a case.
   Figure 1 Create button
   
   Figure 2 Quick entry for creating a case
   

2. On the Create Case page, set mandatory parameters and click Save.
   

   After a case is created, if data on the Case Workbench page is not refreshed, manually refresh the page.

   Figure 3 Page for creating a case
   
   • Organization:
     1. If the system parameter SCDomain of the AppCube is left empty, the case is not integrated with the AICC. In this case, the Organization field is not displayed on the GUI, and organization isolation is not supported.
     2. If the system parameter SCDomain of the AppCube is not empty and the tenant parameter Has the tenant enabled inter-organization data isolation enforcement of the AICC is set to No, the Organization field is displayed on the GUI, and the current operator does not need to have the read and write permissions on the corresponding organization.
     3. If the system parameter SCDomain of the AppCube is not empty and the tenant parameter Has the tenant enabled inter-organization data isolation enforcement of the AICC is set to Yes, the Organization field is displayed on the GUI, and the current operator must have the read and write permissions on the corresponding organization.
   • Case Type: The options are the enabled case types on the Configuration Center > Case Configuration 2.0 > Case Configuration > Case Type page.
   • Case Title: The value can contain a maximum of 128 characters.
   • Case Description: The value can contain a maximum of 20,000 characters.
   • Expected Completion Time: The value must be later than or equal to the current time.
   • Priority: The options are Low, Medium, High, and Critical. Critical indicates the highest priority.
   • Source: Source channel of a case. The options are Voice, Whatsapp, webchat, and Email.
   • Associated Customer:
     1. This field is displayed only when the system parameter AICC__CaseShowCustomer of the AppCube is set to false.
     2. The options are customers in the customer center. You can sign in to the AICC as a tenant administrator and choose Customer Center > Customer Center Management to view customers. For details, see Managing the Customer Center.
     3. You can directly create a customer. For details, see Creating a Customer.
     

     You can access the customer center only when the customer center feature is enabled for the tenant space.

   • Direct Reply: This switch is turned off by default. If this switch is turned on, no owner needs to be assigned, and the case creator can directly reply to the customer.
   • Assignment Mode: The options are Manual and Auto. If this parameter is set to Auto, the case will be assigned based on the case assignment rule on the Case Configuration > Case Assignment Rule page. If this parameter is set to Manual, you can assign the case to a skill queue or an agent.
   • Owner Type: The options are Case Queue or Agent. If you select Case Queue, the owner is a group. If you select Agent, the owner is an employee.
   • Attachment: The attachment format must be JPG, PNG, PDF, JPEG, GIF, DOC, DOCX, XLSX, TXT, or EML. A maximum of five attachments can be uploaded. The size of an attachment cannot exceed 5 MB.
   • Send Email Notification or Send SMS Notification: Whether to send an email or SMS notification to the customer when the case status changes. To use the notification function, you need to configure a customer notification template and gateway in advance. For details, see Case Reminder.
   • Duplicate Case: indicates the unclosed cases that are of the same type and have the same customer number, or associated customer. If the system parameter AICC__AllowAddSameCase of the AppCube is enabled, you can create a duplicate case. Otherwise, you cannot create a duplicate case.
   • sameType Case: indicates the cases that are of the same type.