Interaction & Case Management Best Practices

[Erik Ryan]

Hi All,

New white paper & infographic now available:  Interaction & Case Management Best Practices

Blurb: To build a truly omnichannel platform, we need to manage all kinds of customer engagement channels in an optimal way. While the case entity does a great job of representing non-real-time customer engagements like the web channel (where customers can create/update cases) and the email channel (where a case can serve as the container for the email thread), we were missing an entity that could represent live customer interactions such as phone calls and chat sessions to facilitate their routing, real-time status monitoring, and user controls.

We created the interaction record to do just that…

Feedback is welcome! -Erik

[Razzumash]

I stumbled upon your post and wanted to thank you for sharing the new white paper and infographic on Interaction & Case Management Best Practices. It's great to see efforts being made to build a truly omnichannel platform. I'm definitely interested in checking out this smart solution! I wanted to add that another tool that could greatly optimize workflows and improve the interaction between employees is a sales management system. We've been using it effectively in our business to streamline various aspects of our sales processes. It helps us track leads, manage customer data, and enhance communication among team members. It might be worth considering as an additional resource to further enhance your omnichannel platform.

[Jyo2]

Hello Erik, Do you have something similar for ITSM / Service Operations Workspace?

[AttiqoRahman]

Hi could would please let me know what is key difference between call and interaction