Case Management
Creatio AI
Bestsellers
Not rated
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.

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.

Categories

Category

Industries

Industries

UI Framework

UI Framework
Freedom UI

Type

Type
Application

Price

Price
Paid
Trial

Compatible with Creatio

Version
8.0.8 and up

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

Product compatibility

UI Framework

Freedom UI

Deployment Options

Cloud
On-site

DBMS

Any supported DBMS

Platform

.NET Core (deprecated from 8.0.9)
.NET Framework
.NET 6 (started from 8.0.9)

Compatible with Creatio

8.0.8 and up

Versions

Versions history

Version
Compatibility
Release date
1.11.4
8.2.3 and up
13.05.2025
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
13.12.2024
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
24.10.2024
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
17.07.2024
Release summary

Version of the application compatible with release 8.1.4.

1.5.19
8.1.3 and up
03.05.2024
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
10.04.2024
Release summary

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

1.3.22
8.1.1 and up
21.12.2023
Release summary

Version of the application compatible with release 8.1.1

1.2.50
8.1.0 and up
20.09.2023
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
21.08.2023
Release summary

Version of the application compatible with release 8.0.10

1.0.29
8.0.9 and up
23.06.2023
Release summary

.Net 6 platform is supported

1.0.26
8.0.8 and up
12.04.2023
Release summary

Application is available for public release

Manual app installation

  1. Open the needed app → the Packages tab - download the Markeplace app files.
  2. Click in the top right → Application Hub
  3. Click New application. This opens a window.
  4. Select Install from file and click Select in the window that opens.
  5. Click Select file on the page of the Marketplace App Installation Wizard and specify the app file path.

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