Best practice for interaction records

[Shanice Mckenzi]

Hello,

What is the best way to streamline the process/workflow of interactions records. Should interaction records for all submissions be created first and then full fillers only create incidents or request?

[Community Alums · Accepted solution]

Hi @Shanice Mckenzi ,

Most interaction creation takes place in other applications as interactions are merely a method of controlling channels. However, if needed you can create an interaction from the Interaction application.

So, yes interaction records for all submissions should be created first and then fulfillers  create incidents or from an incident link the interaction from the related list in the incident record.

[Pat Espin]

Sandeep - are you aware of a best practice on how long an interaction record should stay open before auto-closing?   Assuming that an incident or other record has been opened already AND no new updates or records have been created linked to it.   

I'm assuming that is a short amount of time, no longer than 24 hours, for example.  

[Dr Atul G- LNG]

Hi @Community Alums 

Interaction are like first place or record when an agent and user discuss /chat or talk bout issue. On basis of interaction, you can take decision what type of record need to create.

Its like, before going to dr. m nurse is asking about basic details