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Scenario: Insurance company gets loads of E-mails via E-mail-router into CRM. Based on keywords the e-mails are routed to specific queues. Eg "complaint" to queue "high prio", or "pension" to queue "Life".
Keywords must be maintainable by business owners (separate table, not workflows).
simple: based on first keyword found
complex: combinations, NOT used, prio's, Near, synonymous

Category: Routing/ SLA
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R

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Hemant.

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Category: Routing/ SLA

R

Hi Roland,

To understand this correctly, can you help me answer following questions.

a) As suggested by M Linhardt, you can use Workflows to do this today. What do you feel is missing in workflow functionality?
b) Also, is this because setting up workflows is a tedious tasks and you are looking for a functionality like Routing rules, where you can route records to queues based on certain well defined parameters?

Thanks
Dileep

Category: Routing/ SLA

R

Hi Roland,

To understand this correctly, can you help me answer following questions.

a) As suggested by M Linhardt, you can use Workflows to do this today. What do you feel is missing in workflow functionality?
b) Also, is this because setting up workflows is a tedious tasks and you are looking for a functionality like Routing rules, where you can route records to queues based on certain well defined parameters?

Thanks
Dileep

Category: Routing/ SLA

R

Maybe I'm not understanding the requirement but you should be able to do this now.

If description contains "complaint"
reassign to queue "High Priority"

The issues of course is that you have 1) to dream up all the possible keywords and then 2) make monstrous If-Then statements in your workflow to accommodate. This is all assuming that said keywords are spelled correctly; if the end-user (or the programmer) misspell anything, the email would likely be misrouted.

Category: Routing/ SLA