Genesys Education is excited to announce a new eLearning on Work Automation: Case Management:
Work Automation: Case Management - Setup and Configuration
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.
This course introduces you to the setup and configuration of Case Management in Genesys Cloud Work Automation. As a system administrator, you will learn how to prepare your organization for Case Management, identify and plan a business use case, and configure the components required to build a caseplan. You will also learn how to create a caseplan and use it to create cases effectively.
What you will learn:
- Explain how caseplans, cases, and workitems work together in Case Management.
- Identify the permissions and prerequisites required for the Case Management setup.
- Analyze a business use case to define the customer intent, stages, intake data, and closure conditions for a caseplan.
- Distinguish between design planning, design-time configuration, and run-time execution phases.
- Identify the design-time components required to build a caseplan.
- Create and configure a caseplan in Genesys Cloud.
- Create a case from an active customer interaction using the configured caseplan.
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.
Additionally, we've taken some key lessons from the above eLearning and turned them into a new format of Quick Learning Videos that can be accessed here:
Let us know if there are any topics you'd like to see covered in our new Quick Learning format!
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Bob Sterner
Product Manager, Genesys Education
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