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As we are designing our architecture having Genesys hadling the incoming interactions, and using Genesys Cloud for Salesforce managed package. Salesforce is our system of record, to manage case creation and interactions logging with customer.
On email side the scenario is quite simpler, as we are using email-to-case we have already the case to associate the task to.
However for calls, the use cases are quite more tricky, having scenarios where agents need to pick cases to followup and associate the task to, or if a new case is created we also need to make sure that the task created by the interaction is also associated correctly with the new case.
Having said this, we have a question around this and what is the best practice suggested by genesys to approach this problem. We have tried the Auto Association on Navigation but we are afraid that if the agent navigates around different cases that the task might be associated to the wrong case.
So what is the usual/recommended approach to make sure that when creating or opening a case the task is associated to the right case?
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