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