5.19:Agent-guide/Tutorials/Cases/HowtoCreateNewCases/ja

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• 5.19 • 5.3 • 5.8

新しいケースの作成

ケースは、コンタクトセンターへの受信メールから自動的に作成されます。しかし、コンタクトに連絡してその記録を必要とする場合、または別のタイプの対話からケースを作成する場合はどうしたらいいですか？

新しいケースは、コンタクトセンターに保存されている既存のケースまたはコンタクトから、またはメール以外の対話中に作成できます。詳しい情報については、 対話を開始するその他の方法をご覧ください。

対話中

ボイスまたはチャットの対話中に、 新しいケースの追加 ボタンをクリックすることで、新しいケースを作成できます。このボタンをクリックすると、ケースのタブで下書きが開きます。この時点でメールを送信することもできます。さらに、ケースに対してご希望の ケースの状態 が適用できます。

チャットから作成されたケース

From Existing Cases

Personal Queue

New cases can be created from your Personal Queue by clicking the Compose email button. After clicking this button, a new draft email opens with the option to create a note. Note that creating an email this way will place you in a Busy state.

The compose email button located in Personal Queue

Team Queue and Pinned Cases

It is also possible to create new cases from the Team Queue and Pinned Cases sections; however, the contact information must already be saved in your contact center. To create a new case from these sections, hover your cursor over a contact; this will pop a contact card with clickable interaction icons. Clicking the email icon will create a new case in a draft email state wth the option to create a note. Note that creating an email this way will place you in a Busy state.

From Existing Contacts

From the Cases Tab

In section Search & Preview records, Cases tab, the Add new case button allows you to create a case for a saved contact. Note that this option is available for existing contacts only.

Create a new case from the Cases tab

Adding a new case in this way gives you several options:

• You may choose to create a note for the contact only.
• You can send the contact an email.
• You can create a note and send an email.
• You can apply various case states to the case.

Note that when a case is created in this way, you will be placed in a Busy state in preview mode.

When adding a new case, you can leave a note, send an email, and assign a case state

From a Contact's Saved Email Address

New cases can be created from email addresses saved to a contact's record. To create a new case, click the email icon that appears when you hover your cursor over the contact's email address; this will open a new draft email. You may also create a note for the case at this time.

Note that creating an email this way will place you in a Busy state. For more information, see Additional Ways to Initiate Interactions.

A new case can be initiated from a contact's email address

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