Table of Contents

Case Management

"whats new in platform"

Case Management features help you enhance the resolution of your cases by providing efficient, intuitive, and time-saving solutions. Key enhancements in this release focus on collaboration and task management.

For example, you can now track and update tasks with the improved task board view. By posting Pulse comments via email and collaborating on documents, you can resolve cases more quickly. Business logic-based routing helps you resolve cases quicker by routing an assignment to the most appropriate customer service representative by evaluating work load, skillset, and availability.


Case designer

Case Management includes the following enhancements:

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