Service Creatio, enterprise edition
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This documentation is valid for Creatio version 7.16.0. We recommend using the newest version of Creatio documentation.

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

scr_section_service_requests_buttons_on_call.png 

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

How to process a case

How to calculate response and resolution time

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