Cases

Cases can be automatically created or displayed. This works in the Sales Cloud and Service Cloud Console. Automatically displaying a case helps the agent to instantly get the required information when somebody calls multiple times per day.

This feature is not available for leads. If this configuration is used in the Service Cloud Console, additional actions are done.

Outgoing / Incoming call

A case can be created during the phone call using Create new record during call in the CTI Data Connector SoftPhone.

Outgoing call

A new case will be created with every outgoing call. The case is in edit mode and it can be canceled if no case should be created.

In the Call Center Adapter set: Outgoing Calls

To automatically create or open a case it is mandatory that the caller can be identified as a contact or account. If no record is found you can manually select a contact / account and then the case is created automatically.

If a Lead is assigned a case is not created. It is configurable, whether

•a new case is created automatically. The case is in edit mode and it can be canceled if no case should be created - see Call - define workflows

•a case is always displayed if it already exists on today's date - see Call - define workflows

•a case is displayed only after a call transfer if it already exists on today's date. Enabling this option makes only sense if Incoming call - always display today's case is set to N - see Call - define workflows

In addition to that you can configure in the SoftPhone-Layout that if a phone number could not be identified always a case is created.

Required configuration: Softphone Layout, No matching records: Pop to new Case.