Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Managing Cases/ Case Handling/ Creating a Case
Updated on 2024-10-12 GMT+08:00
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Creating a Case

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

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.

    Figure 3 Create Case
    • Case Type: The options are the enabled case types on the Configuration Center > Case Configuration 2.0 > Case Configuration > Case Type page.
    • Title: The value can contain a maximum of 128 characters.
    • Content Description: The value can contain a maximum of 20,000 characters.
    • Deadline: 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. 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.

      2. 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.

    • 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.
    • Attachment: The total size of attachments cannot exceed 5 MB, and the number of attachments cannot exceed 5. JPG, PNG, PDF, JPEG, GIF, DOC, and DOCX attachments are supported.
    • Customer Notification--Email or Customer Notification--SMS: 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 in advance. For details, see Case Reminder.

Parent topic: Case Handling