Case Type Settings
The email management system is seamlessly integrated with its Dynamic Case Management (DCM) functionality to ensure efficient handling of incoming emails. With this integration, every incoming email is automatically associated with a Case within the application. The primary objective is to streamline email-based workflows and facilitate the organization and resolution of various tasks and issues.
When an email is received, the application first checks if there is an existing Case that corresponds to the email's content or subject. If a Case matching the email's information already exists, the email is linked to that Case, allowing all relevant email communication and attachments to be consolidated in one place. This integration helps to maintain a comprehensive and unified record of communication and activities related to a specific Case, enabling users to access all pertinent information easily.
On the other hand, if the application does not find a pre-existing Case that matches the email's details, the system's Dynamic Case Management automatically initiates the creation of a new Case. This newly created Case is then associated with the incoming email. This seamless and automatic Case creation process ensures that no email communication is lost or overlooked, even if it pertains to a new or previously unaddressed matter.
By linking every incoming email with an associated Case, the application enables users to manage their workload more effectively. They can efficiently prioritize, categorize, and route emails based on their respective Cases. Moreover, the Case-centric approach allows users to collaborate with their teams, share critical information, and make well-informed decisions within the context of each Case.
The integration of email and Dynamic Case Management within Eccentex AppBase creates a powerful synergy that enhances productivity, facilitates efficient communication, and ultimately leads to better case resolution and customer satisfaction. Whether it's handling customer inquiries, support tickets, or other business processes, the automated association of emails with Cases simplifies and optimizes the overall workflow, providing a comprehensive and cohesive platform for effective case management.
Steps
- Navigate to Setup → Email Settings → Inbound Email Settings
Using the gear icon next to the name of the Email settings, open the configuration window selecting the Quick Modify option.
Under the Case Type Settings section, identify the Case Type from the dropdown list to associate the incoming email from this capture channel. In our example, we choose the Claim case type.
- After selecting the case type, use the Case mapping section to configure the mapping of the incoming email attributes to the case type attributes.
- Select the Case Field, then select the Email Field, and click the plus green button to add the mapping. Remove the default mapping of Summary to Subject if it is not needed. In our example, we added the mapping between the Accident Date (case type field) and the MessageDate (email field).
Additionally, the Case Participant mapping section contains settings to determine how the Case Party gets populated for new Cases. This section manages a list of all Case Parties (Participants) defined in the Case Type and the related Procedure.
- These are the options:
- Don't populate (default) This means that this specific Case Party does not get automatically set when the Case is created.
- External Party - Based on the email associated with the External Party.
- Case Worker - Based on the email associated with the Case Worker.
- Team/Skill/Business Role - Dropdown of all Teams/Skills/Business Roles defined in DCM to whom assigned the case.
- In our example, the From field of the email is assigned as an EP with the Claimant purpose.
