We are checking for the possibility in CS 7.21 if we can wrap up Interaction from Service Case directly. Below is the complete context on Requirement, Could you please shed some idea on this?
Example, we create Interactions for Each phone calls with customer, their requests will be served using Service Cases, as per Business call flows, their customer always majority come with single requests, in this case, they don't want to come back to Interaction driver after while resolving the Service case, instead they would like to have a question "do you have to wrap up Interaction?" in Service case and wanted application to Wrap up (Resolve) Interaction automatically if selected Yes. So it does resolve both service and Interaction Case on one go.
Hi Mathan, this is not only possible, but supported out of the box. All you have to do is to enable the Quick Wraup option for your interaction type. This allows you to wrap-up your interaction with one click. The UI does not change as in you still see the same WrapUp button in the Interaction driver. But, if you have Quick Wrapup enabled, a single click there will resolve the interaction.
Hi Amit, Thank you! We have this quick wrap up enabled in our application, but still checking if this Interaction quick wrap up can be achieved from Service Case level scope while it is getting resolved? because if User wishes to, they do not want to see the Interaction driver again once Service case is resolved.
and if we initiate Interaction wrap up while service case is open, the Interaction gets resolved and closes the service case (not resolve), so the user wants this wrap up feature to be enabled based on Service case action (Flag - yes/no to wrap up interaction while resolving S-)