CIS-CSM Leak Questions

Escalate the chat to virtual agent

Create a record, such as an incident or a case

Escalate the chat to another agent

Respond to questions

Guide the customer toward industry best practices

Enforce customers to adapt their processes towards the baseline processes

Give the customers the data they need so they can make an informed decision

Any financial implication of a decision should be handled by the delivery and sales team

Engage with customers to gain deep understanding of their organization

Header with links for different customer activities such as creating a case

Search feature to get Information from several repositories

Links to information sources such as the knowledge base, community and customer support

Links to marketing promotions and product coupons

The ability to create new accounts

Set the property glide.auto.close.cases resolved to true

Create a workflow associated with cases with a timer that changes the state after a few days

Create a Scheduled job that looks at the resolved_at date

Activate the Auto Close Resolved Cases flow