IC WinClient 5.0 - Case ownership issue
Hello,
We have an issue where we need to do the following:
If an agent answers an email, if the customer responds to that email, then this response should be automatically assigned to the original agent.
I was thinking that we might be able to use the case number and place it on the email somewhere, so that crm could reference the last person responsible for the case and then assign the email to them.
Iu2019m not sure how we would do this. Any help/suggestions?
Thank you,
Mohit
Hello Mohit,
Yes, as I mentioned above in my first response, these two default actions will route the customer's response email to whichever agent is currently assigned to the ticket or case (where the ticket or case tracking ID was inserted by the agent or system into a reply email that was sent in response to a customer's original email). In addition the customer's response email will be linked/threaded to the existing email thread of all emails linked to the ticket or case. But if you really want the email to be routed to the agent who first responded to the initial customer email (rather than to the agent who currently owns the case to which all the emails are linked) then you would need to copy the standard action and modify it. However, my recommendation would be to modify your business processes to take advantage of the SAP recommneded best practice and default action -- unless you really have a unique business process where it makes sense to send the customer's email back to whoeve first responded rather than to whoever is working on the issue now.
Best regards,
John
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