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Case Management

Certified
Intelligent, full-cycle service management capabilities that improve all processes related to service delivery, interaction with customers, feedback tracking and analysis, department performance monitoring, and more.
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Description
Product description

Case Management app provides intelligent, full-cycle service management capabilities that improve all processes related to service delivery, interaction with customers, feedback tracking and analysis, department performance monitoring, and more.

Use cases: 

  • Setup service calendars and regulate resolution deadlines for each service.

  • Communicate with your team and customers directly from the system via multiple channels, including telephony, email, messengers, portal, etc.

  • Instantly register new incidents by recording key information about a customer and incident details.

  • Track and improve your customer satisfaction rating using CSAT surveys.

  • View and analyze the efficiency of case resolution, the percentage of overdue cases, the workload of different service lines, and many other parameters by using pre-configured dashboards.

Key features: 

  • Register cases from incoming emails, calls, portal, Facebook pages, Telegram bots, and WhatsApp business accounts.

  • Apply flexible rules for “junk” email processing to protect customer support teams from spam.

  • Define incident priority, considering the urgency, impact level, service agreement, and service type.

  • Track case details and communicate with team and customers via multiple channels to accelerate case resolution.

  • Complete the incident resolution process by formalizing its results. Creatio automatically sends a request for customer feedback to evaluate the level of customer satisfaction and service quality.

  • Create a unified database of services to facilitate the work of your service agents, maintain an up-to-date service catalog, and manage service offerings for your customers.

  • Register and track all types of SLAs needed to serve your customers. 

Languages
English
Price
$ 120
user / year
The listed price does not include the cost of Creatio Platform plan. For detailed information on Platform pricing, please refer to the following link.
Pricing does not include taxes and fees (such as VAT) regulated by law.
The payment shall be made either (i) in USD or (ii) in EUR, (iii) in GBP, (iiii) in AUD at the company's then current commercial rate if it would be agreed with Creatio.

Terms & Conditions

Support is available for this application.
Support conditions
Support is provided by the developer within the “Basic”, “Business” and “Premium“ packages. Detailed information about the support packages and the support terms can be found on the Creatio website.
Support contacts
Email
support@creatio.com
Product compatibility
Product
All products on Creatio platform
UI Framework
Freedom UI
Version
8.0.8 and up
DBMS
Any supported DBMS
Platform
.NET Core (deprecated from 8.0.9)
.NET Framework
.NET 6 (started from 8.0.9)
Deployment options
Cloud
On-site
Account data sharing

By installing or downloading the App, you confirm that you agree with sharing your account data (name, email, phone, company and country) with the App Developer as their End User.

The App Developer will process your data under their privacy policy.

Guides and manuals
Case Management application documentation
What's new?
Version 1.9.6
  • Version of the application compatible with release 8.2.1.
  • Featuring minor improvements and bug fixes.
Version 1.8.17

Copilot pre-built AI Skills added:

  • Case summary. You can now generate a case summary using the new "Summarize case" Copilot AI Skill. The summary provides a brief overview of the current case status, SLA, and recent interactions, highlights escalation reasons, and suggests possible next steps. 
  • Case performance analysis. You can now view a concise performance analysis report for a case using the new "Case performance" Copilot AI Skill. The report provides key case metrics, escalation reasons, customer satisfaction scores, and a high-level overview of the most significant actions taken by agents to resolve the case.
  • Case resolution recommendations. You can now view the recommended next steps to resolve the case using the "Suggest case resolution" Copilot AI Skill. Use it to maximize the chances of a successful case resolution. The AI Skill requires both Case Management and Knowledge Management apps to be installed.
  • Articles created from cases. You can now generate a knowledge base article based on a support case using the new "Create article" Copilot AI Skill. The AI Skill requires both Case Management and Knowledge Management apps to be installed.
Version 1.6.9

Version of the application compatible with release 8.1.4.

Version 1.5.19
  • Creatio now sends an email notification to the case contact when the case assignee posts an external message. 
  • Added the ability to attach inline files in rich text fields, enabling external users to attach files when creating a new case on the portal.
  • Enabled publishing for external users in the feed component on the case form page.
  • Tags and summaries have been added to the list pages of the Services and Service Agreements sections.
Version 1.4.24

App installation speed-up (conversion app packages to assembly packages).

Version 1.3.22

Version of the application compatible with release 8.1.1

Version 1.2.50

External users can now create cases and track their statuses, post comments, and rate the provided solution in Freedom UI

Version 1.1.42

Version of the application compatible with release 8.0.10

Version 1.0.29

.Net 6 platform is supported

Version 1.0.26

Application is available for public release

Developed by
Support
Supported
Cost
Paid
Category
Customer Service
Service shared center
Type
Application
UI Framework
Freedom UI
Compatibility
8.0.8 and up