This video and textual tutorial contains step-by-step instructions on how to process cases in bpm'online CRM. Learn case processing workflow and stages, discover powerful and easy-to-use case management tools that bpm'online has to offer.
Bpm'online Case Management is used to manage incoming "service requests" or "incidents" for timely and quality resolution. There are two case categories:
- A "Service Request" is a case that does not disrupt the normal functioning of services, such as a request for a new phone setup or an application custom form enhancement.
- An "Incident" is not part of the standard service operation. It may cause a service disruption or a reduction of service quality such as a restore a lost password or restore telephone communications.