Registering or binding a case from an incoming call
You can register cases while receiving or making phone calls. To do this, use the [Processes] block on the communication panel (Fig. 1).
Note
Actions in the [Processes] block are only available to users in the "CC agents” organizational role.
Fig. 1 Processing cases during a phone call
Add a new case
Select [Create a new case] to register a new case. The case page will open. Wherein:
-
If a contact is identified upon the incoming call, the case [Contact] and [Account] fields are automatically populated.
-
If the contact is not defined, select it from the contact list or create a new contact.
If you create a new contact, the system will ask you to populate the contact data manually. If you click [Yes], the contact page will open.
Consulting upon an existing case
Select [Start consultation for an existing case] to continue processing a previously created case.
-
If Creatio can find the subscriber contact in the database, this contact’s page will open. Go to the [History] tab, select a previously created case, and continue your consultation.
-
If the contact is not defined, the page of a new contact will open. Populate the fields and save the contact. Continue processing the case by filling in the data on a new case page.
See also
