One of the key design principles in CSM , whether in a B2B or B2C scenario, is that not every customer inquiry requires a case. Some inquiries are simple and can be resolved without utilizing case management.
For example, an interaction record can be automatically generated from a Virtual Agent or a live agent chat. If the interaction requires a follow-up, then a case is created.
Before the Yokohama release, handling email inquiries posed a challenge—should a case be created for every email?
With the Yokohama release, activating the 'Email Interaction for CSM' plugin allows interactions to be created directly from customer emails. This prevents unnecessary case creation and ensures a consistent experience for agents across omnichannel interactions, including chat and phone channels.
