Keyword Mapping

Balaji Munusamy
Tera Contributor

‎12-10-2023 11:16 PM

I have a requirement of Emails to case and we have 100+ keywords and based on the keywords in the email body and subject,  'Category' and 'Sub category' should auto populate in case form. How to use this 100+ keywords in script and map the category and sub category based on this keywords.

For example: The keywords are Email, Redirecting, delivery, issue, inbox, spam, mail server and if Categories are Hardware, Software and Emails based on these keywords the category should auto populate as 'Email'.

 

@Ankur Bawiskar @Community Alums 

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3 REPLIES 3

palanikumar
Mega Sage

‎12-10-2023 11:25 PM

Have you tried using Predictive Intelligence?

Thank you,
Palani
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Balaji Munusamy
Tera Contributor

‎12-10-2023 11:36 PM

@palanikumar 

Nope. Our requirement is to use inbound email action to achieve this

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎12-11-2023 03:39 AM

Hi @Balaji Munusamy 

 

Did you try the simple way

 

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