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Customer Process Manager (CPM) - Non-live interactions

Updated on September 13, 2021

 This presentation is part of the CPM Interactions Self-Study Course.


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


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