Configuring Case Creation for Streams

Cases can be automatically created for social content pulled via streams by defining certain criteria during the stream configuration process. Cases can be configured to be automatically created for a variety of different situations.

Choosing to create a case based on specific conditions requires that these conditions first be defined in the Add Condition Attribute page.

A stream must be configured in order for cases to be routed to agents. 

To configure case creation from streams:

1. From the Partition and Departments dropdown menu, select a department. 

2. In the Navigation menu, browse to Apps > Social > Streams.

3. On the List page, click the New  button to create a new stream or select a stream to edit from the list. The Properties page opens. 

4. On the Properties page, under the Create Case Options field, define the conditions under which cases are created. Select from the following case creation options:

   1. Do not create a case: Select this option if automatic case creation is not desired. Instead, cases can be created manually by selecting individual results in the Social Inbox.

   2. Always create case: Select this option to automatically create cases for all the content pulled via stream. 

   3. Create a case if following condition is true: Select this option to automatically create cases when certain conditions are met. Depending on whether a Customer or a social media network was selected in the Object field, different attributes can be selected when configuring the case creation conditions. For more information about the attributes and operators available for selection, see Social Attributes for Case Creation. If this option is selected, the page refreshes and you configure the Define Condition section. Perform the following steps to add a condition:

      1. Click the Add button to open the Add Condition Attribute window. 

      2. In the Add Condition Attribute window, configure the conditions under which cases will be created. An object, an attribute, an operator, and an attribute value must be set. 

      3. After configuring the case creation conditions, click the Done button.

         To delete conditions that are no longer needed, hover the mouse over the desired conditions and click the Delete button. 

5. In the Grouping Responses field, configure how case creation will be handled for follow-up responses to social posts pulled by the stream. Select from the following options: 

   1. Create only one case for all the responses to a single post: Select this option to create one case that will contain all of the follow-up responses for every customer who responds. 

   2. Create a separate case for every response to a post (one case per customer): Select this option to create separate cases for every response per customer. If a customer already has a pre-existing case, then the response will be grouped into that case instead. 

6. Click the Save button. 

Related Topics

•  Social Attributes for Case Creation