Case Management
Bestsellers
Creatio AI
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.
Overview
Product overview
Product description
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
Service calendar and SLA tracking
Manage deadlines using service calendars and monitor SLA performance to meet customer expectations.
Real-time analytics and dashboards
Leverage built-in dashboards to assess service line efficiency, overdue cases, and team workload at a glance.
Automated feedback collection
Send CSAT surveys upon case closure to continuously measure and enhance service quality.
Multi-channel case registration
Capture service requests from emails, calls, messengers, portals, and social platforms to ensure no customer inquiry is missed.
Pricing
Monthly
Annual
Standard
$
10.00 user / month
billed annually
Description (Formatted)
- Multi-channel case registration
- Service calendar and SLA tracking
- Automated feedback collection
- Real-time analytics and dashboards
Terms and Conditions
By installing this product you agree to terms and conditions outlined in the license agreement.
Pricing FAQ
How does pricing work?
What currencies are accepted for payment?
Do the listed prices include taxes or discounts?
Does the listed price include the cost of the Creatio Platform plan?
Support
Support is available for this application
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.
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
Compatibility
Release date
1.12.10
8.3.0 and up
Release summary
- 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.
1.11.4
8.2.3 and up
Release summary
- Version of the application compatible with release 8.2.3.
- Featuring minor improvements and bug fixes.
1.9.6
8.2.1 and up
Release summary
- Version of the application compatible with release 8.2.1.
- Featuring minor improvements and bug fixes.
1.8.17
8.2.0 and up
Release summary
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.
1.6.9
8.1.4 and up
1.5.19
8.1.3 and up
Release summary
- 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.
1.4.24
8.1.2 and up
1.3.22
8.1.1 and up
Release summary
Version of the application compatible with release 8.1.1
1.2.50
8.1.0 and up
Release summary
External users can now create cases and track their statuses, post comments, and rate the provided solution in Freedom UI
1.1.42
8.0.10 and up
1.0.29
8.0.9 and up
1.0.26
8.0.8 and up
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.