Genesys Education is excited to announce a new eLearning on Work Automation: Case Management:
Work Automation: Case Management Introduction
Case management in Genesys Cloud Work Automation provides a structured way to manage complex, multi-step customer engagements. It brings tasks, teams, and systems together under a single coordinated framework.
In this short course, you will explore how case management enables end-to-end process visibility, consistency, and control. This helps organizations handle customer interactions more efficiently from start to resolution.
What you will learn:
- Explain the purpose of case management and how it supports structured handling of complex processes
- Illustrate the end-to-end flow of a case using a real-world escalation scenario
- Understand the relationship between workitems, caseplans, and cases
- Describe how cases are created, executed, and progressed through automated assignment and stage transitions
This course is designed for:
System Administrators and Business Users looking to better understand how to structure and manage multi-step workflows using Genesys Cloud Work Automation.
We will be building more technical training on this feature in the coming months. In the meantime, we would love to hear how you are thinking about using this feature:
- How are you currently managing multi-step processes across teams?
- Where do you see the biggest challenges, visibility, coordination, or consistency?
- How could a structured case management approach improve your workflows?
#GenesysCloud#Training------------------------------
Bob Sterner
Product Manager, Genesys Beyond
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