Include cases logged using specified communication channels in Auto-Responder notifications

Send Auto-Responder email notifications for customer service cases logged using a communication channel.

Before you begin

Role required: admin

Perform the following tasks.

• Activate the Predictive Intelligence for Customer Service Management plugin (com.snc.csm_ml). For more information, see Activate a plugin and Predictive Intelligence for CSM solution definitions.
• Set the application scope to Customer Service using the application picker. For more information, see Application picker.
• Ensure that the required channel is already set up for use. For more information, see Enable communication channels.

About this task

By default, the Case auto-responder recommendations notification is configured to send Auto-Responder email notifications for customer service cases logged using emails. You can configure it to include other communication channels such as web, phone, chat, social, community, alert, and virtual agent.

Procedure

1. Navigate to All > System Notification > Notifications.
2. Search for Case auto-responder recommendations.
3. In the Name column, click the Case auto-responder recommendations link.
4. In the Conditions field, click Add Filter Condition or Add "Or" Clause to set the filter condition for a communication channel.
   Note:

   The default filter condition is [Channel] [is] [Email] AND [Active] [is] [true].

   For example, to send Auto-Responder notifications for customer service cases logged using a mobile phone in addition to email, you would click Add Filter Condition and create the condition [Channel] [is] [Phone] AND [Active] [is] [true].