Dynamics - “Convert To Case” Functionality allows for a city's agent to be able to manage incoming emails and turn them into a case. In Q12021 Release 2.11 we've added new abilities to the "Convert To Case" feature.
New use cases
KBA Surfacing As an agent, in the "Convert To Case" screen, I'd like to be able to have the KBA surface when I search for the Service Request Type, so that by viewing the KBA associated I can make sure to select the correct one upon the case creation. This leads to less incorrectly categorized tickets.
Create and Close - 1 Click Action As a 311 agent I'd like to "Create and Close" Information Requests within the same step, so Information Only requests are resolved in a faster manner. Also, reducing the case assignment to a different department, since the 311 agent at hand will have solved the case by answering the citizen inquiry through an email response. - This "Create and Close" action in the "Convert To Case" screen, is only be available if the Request selected is "Information" and not of the "Service" Type.
Respond with Email KBA As an agent, when managing an email through the "Convert To Case" screen, if the request is a request for information, I'd like to be able to send the citizen an email with the KBA attached. - This email should have the default outgoing email template which I should still be able to edit and then sent out to the requester.
"Convert To Case" button made more accessible. Note: Functionality can be found once an email record is opened.
Convert To Case screen will open up as a side panel.
Adding new Contact now includes the ability to fill the "Customer Type".
Additional Contact's information is accessible through the search.
Minimizing the screen, will allow you to copy any relevant email information into the Details of Request Section.
Ability to viewing the KBA associated to the Request Type being searched.
New "Create and Close" action in the "Convert To Case" screen. This is only be available if the Request Type selected is classified as "Information" and not "Service".
You will be able to revise if the Request Type is classified as Information when editing the field.
If the selected Request Type is classified as a Service and try to "Convert and Close" the following message preventing the action will appear.
The "Create and Close - 1 Click Action" will create the case (same as Convert), yet then it will redirect you to the next action for the agent to "Respond with Email KBA".
This includes a new Email Template that be can be configured to appear prepopulated with details like the Contact Name, Case Number and it will automatically place the KBA in the body of the email content. For information on how to edit this email template please contact support.
Note: Cancelling an email will only cancel the sending out of the email. The case will have already been created.
"Convert" functionality remains the same. It will create a case and then redirect you to the open case. It will contain the information entered in the "Convert To Case" screen. * Note: "Convert" action can be done for both Information and Service Request Types.
If you scroll to the Activities and Notes section, you'll be able to find the original email attached to the Case.