Interaction & Case Management

[kunal kumar3]

Hi All,

I want to know what is the relation between interaction and case and when do we create a Case from an Interaction.?

Thank you.

[Saurav11]

Hello,

Interactions are a centralized location for all communication channels in the platform. Each interaction represents a request for assistance through a given channel, for example, a call or a chat.

So based on the request you need to decide if it is a case.

A case is a means of capturing the details of a service, project, transaction, or response to customer requests. As the customer reaches out with a question or issue in need or resolution, a support agent will create a new case.

Please mark answer correct based on Impact.

[kunal kumar3]

can you have  multiple interaction linked to a single case?

[Saurav11 · Accepted solution]

Yes you can as there can be multiple follow ups by customers on the same case.

Please mark answer correct based on Impact.