Auto-Submitted definition
Auto-Submitted and clear the checkbox in the Active column. Please note that disabling protection from auto-generated emails will decrease the strength of Creatio’s spam protection. Service agreement selection
Auto-Submitted and clear the checkbox in the Active column. Please note that disabling protection from auto-generated emails will decrease the strength of Creatio’s spam protection. Set up “Junk” case registration SERVICE CREATIO PRODUCTS: Creation can process incoming “junk” emails, e.g., spam, auto-replies, and internal emails so that the agents do not spend time on them. The setup procedure is as follows:
1. Specify email addresses, address strains or email domains of “junk” emails in the Blacklist of email addresses and domains for case registration lookup. By default, the lookup contains the following values commonly used in the bulk emails: postmaster, noreply, no-reply, mail-daemon, mailer-daemon.
2. Specify the processing routine for “junk” emails in the “Create cases from junk emails” (CreateCasesFromJunkEmails) system setting.
a. Clear the [ Default value ] checkbox to disable creating cases based on “junk” emails.
b. Select the [ Default value ] checkbox to create cases based on “junk” emails.
3. If you select the [ Default value ] checkbox in the “Create cases from junk emails” system setting, populate the [ Default value ] field of the “Junk case default status” (JunkCaseDefaultStatus) system setting. For instance, select “Canceled” to automatically cancel any cases created from “junk” emails. Set up automatic categorization of cases registered from email SERVICE CREATIO PRODUCTS: Configure automatic identification of category for cases registered from incoming emails to accelerate the processing of new cases created from emails. You are able to assign categories for cases received from different shared email accounts. The setup procedure is as follows:
1. Make sure that support service mailboxes are configured. Read more in the “Set up support mailboxes” article.
2. Enable automatic categorization by editing the “Enable the relationship between support mailboxes and the categories of processed cases” system setting.
3. In the [ List of mailboxes for case registration ] lookup configure connection between support service mailboxes and case categories. To do this:
a. Select a mailbox to set connection with case categories and click .
b. On the opened edit page, specify the value in the [ Case category ] field. This value will be assigned to all cases registered from this mailbox. For example, “Service request”.
c. If you already have configured case registration from incoming emails for several mailboxes, repeat steps a and b for each mailbox. Set up case cus...
Auto-Submitted and clear the checkbox in the Active column. Please note that disabling protection from auto-generated emails will decrease the strength of Creatio’s spam protection. Search for similar cases CUSTOMER CENTER SERVICE ENTERPRISE PRODUCTS: Predictive search for similar cases increases the support team efficiency. The information about similar cases helps to streamline the solution of the current case.
Fig. 1 The [ Similar cases ] detail on a case page If you have more than 100 processed cases, Creatio will train the out-of-the-box recommendation model automatically. This model will predict recommendations for all new cases. If necessary, you can adapt and train the ML model to suit your business needs. Read more: Set up searching for similar texts. To see the prediction, go to the [ Closure and feedback ] tab on the case page. The search results will display on the [ Similar cases ] detail. Should the case subject or description change, you can perform a new search for similar cases by clicking [ Refresh ]. Rate the relevance of the found cases in the [ Prediction quality ] field. Your feedback will improve the accuracy of future predictions.