
Case Management
Overview
Product overview
Case Management app provides intelligent, full-cycle service management capabilities that streamline service delivery, customer interactions, feedback tracking, performance monitoring, and more.
Use cases:
- Set up service calendars and define resolution deadlines for each service.
- Communicate with your team and customers directly from the system via multiple channels: telephony, email, messengers, portal, and more.
- Instantly register new incidents by capturing key information about the customer and issue.
- Track and improve customer satisfaction using built-in CSAT surveys.
- Monitor service efficiency, overdue cases, team workloads, and more through pre-configured dashboards.
Features:
- Automatically register cases from incoming emails, calls, portal, Facebook pages, Telegram bots, and WhatsApp Business.
- Apply flexible spam filtering rules to manage junk emails.
- Define incident priority based on urgency, impact level, service agreements, and service type.
- Track case progress and communicate with teams and customers through various channels to speed up resolution.
- Complete case resolution with formal results and automatically send CSAT surveys to gather customer feedback.
- Maintain a unified service database and catalog to support service agents and manage offerings.
- Register and track all types of SLAs required to meet customer service expectations.
Key Features
Pricing
- Multi-channel case registration
- Service calendar and SLA tracking
- Automated feedback collection
- Real-time analytics and dashboards
Terms and Conditions
Pricing FAQ
Support
Installation
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.
Versions
Versions history
- Version of the application compatible with release 8.3.0.
-
Added a set of preconfigured dashboards for Cases section to provide support agents and service managers with real-time visibility into key performance indicators.
-
The "Service performance overview" dashboard presents metrics and charts to offer a general view of service delivery efficiency.
-
The "Agent performance overview" dashboard provides individual agents with insights into their personal KPIs to support self-monitoring and performance improvement.
-
-
Added the dashboards toggle panel that enables users to switch between "List" and "Dashboards" view modes in a single click to the following section pages:
-
Service agreements.
-
Services.
-
-
Version of the application compatible with release 8.2.3.
-
Featuring minor improvements and bug fixes.
-
Version of the application compatible with release 8.2.1.
-
Featuring minor improvements and bug fixes.
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.
- 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 of the application compatible with release 8.1.1
Manual app installation
- Open the needed app → the Packages tab - download the Markeplace app files.
- Click in the top right → Application Hub
- Click New application. This opens a window.
- Select Install from file and click Select in the window that opens.
- Click Select file on the page of the Marketplace App Installation Wizard and specify the app file path.