Wondering if anyone here has had luck with recategorization of Incidents to Requests and how they work today within your organization.
- Do you utilize Interaction records at all? Would this be easier to have the Incident reverted to an Interaction record first?
- Have you set this up for an Incident to be able to recategorize into any catalog items, or just select items?
- Which fields did you have mapped, and has this caused any issues?
- What is the biggest complaint about this process?
- How valued is this for agents?
