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  • 1.  Survey Response to Create a Case

    Posted 08-13-2024 08:39
    No replies, thread closed.

    Hi All,

    We have 2 specific asks with respect to a web-survey initiated to the customer post interaction.

    User Story 1: As an authorized user, I want to receive real-time, configurable notifications based on specific parameters, such as low survey scores, customer requests for contact, or the use of key words like profane or threatening language. 

    User Story 2: As a user, I want the system to automatically create a CRM case whenever a survey results in an overall score below a predefined threshold. This will ensure that low-scoring surveys are promptly addressed and followed up on.

    How can we achieve this?


    #Outbound
    #Unsure/Other

    ------------------------------
    Sravanthi Talluri
    Accenture Solutions Private Limited
    ------------------------------


  • 2.  RE: Survey Response to Create a Case
    Best Answer

    Posted 08-13-2024 17:08
    No replies, thread closed.

    Hello Sravanthi,

    You may want to look into working with alerts, in particular, Instantaneous alerts. You may also want to try and configure some evaluations for interactions.



    ------------------------------
    Jason Kleitz
    Genesys - Employees
    ------------------------------

    Original Message


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