Customer Process Manager (CPM) - Non-live interactions
This presentation is part of the CPM Interactions Self-Study Course.
Transcript
Non-live interactions are those actions performed “after-the-fact.”
There are two methods of creating a case via a non-live interaction:
1. Automatic Case Creation – CPM may automatically create non-live interaction cases for:
- Inbound emails
- Incoming faxes
- Incoming mail (processed through an imaging system)
2. Manual Case Creation – You may choose to manually create interactions. One or more cases (service items) are created as a result of an interaction. Some examples are:
- Address change
- Billing inquiry Claim
- Technical support request