Example: Link the similar major case to the current case
Summarize
Summary of Link the Similar Major Case to the Current Case
This guide outlines how process analysts or business owners can configure a recommended action of type guidance to link a major case that is similar to a current case. This functionality utilizes a resource generator that identifies similarities based on trends, enhancing the efficiency of case management.
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Key Features
- Guidance Configuration: Set up guidance that suggests a similar major case when a new case is created.
- Resource Generator: Implement a similarity with trend resource generator to identify relevant major cases based on historical data.
- Subflow Automation: Create a subflow that automatically links the suggested major case to the current case with a single action.
- Recommendation Rules: Establish rules to display recommendations for active cases based on specified conditions.
Key Outcomes
By following these configurations, agents will be able to:
- Quickly link similar major cases, improving response times and resolution rates.
- Identify patterns in customer issues more effectively, facilitating root cause analysis.
- Enhance customer service quality by applying proven solutions to similar problems.
This system ultimately leads to increased customer satisfaction and loyalty for businesses like Isabella's E-commerce operation.
Learn how process analysts or business owners configure a recommended action of type guidance to propose a major case that can be linked to the current case. This guidance uses a resource generator of type similarity with trend to recommend the similar case that has a common trend.
Problem scenario
Isabella owns a thriving E-commerce business that specializes in selling handmade artisanal products. As the business grows, Isabella recognizes the increasing importance of providing exceptional customer service to maintain customer satisfaction and loyalty. She understands that addressing customer issues effectively and promptly is crucial for the success of her business.
Daniel, a process analyst on the Isabella's team identifies the most common and critical issues that their customers report and create major cases for them. So that whenever a customer creates a case, it can be linked to the similar major case. This process helps them understand the pattern, identify the root cause, take corrective actions, and apply similar solutions.
Daniel identifies the following major issues:
- Missing items in the order
- Wrong items received
- Damaged or defective products
- Refund requests
- Billing discrepancies or errors
- Difficulty applying discount codes
- Difficulty reaching customer support
Now, Daniel configures a guidance that recommends a similar major case to the agent who is working on a new case created by a customer. The guidance provides an action to the agent to link the recommended major case to the current case.
Configuring a recommended action for linking the similar major case to the current case
Help Daniel configure a recommended action of type guidance that uses Similarity with Trend resource generator to link the major case to the current case.
| Task | Description |
|---|---|
| Configuring a subflow for the guidance action automation | Configure a subflow that you can use in a guidance to automatically link the proposed major case to the current case on a click of an action button. |
| Configure a resource generator for providing a similar major case to the current case | Configure a resource generator of type similarity with trend that provides a similar major case to the current case. |
| Create a guidance for linking the similar major case to the current case | Create a guidance for linking the similar major case to the current case by configuring guidance inputs, preview experience, and guidance action. |
| Create a rule from the Case context record | Create a rule to show recommendations for active cases that meet the condition specified in this rule. |
| Create a recommendation with guidance as an action type | Create a recommendation to select the Guidance as an action type for linking a major case to the current case record. |