Rules
Create rules to automatically perform actions such as assigning cases or sending emails when certain events occur.
The rules module in CXM provides a flexible way of automating actions based on triggers within a case. Rules are configured per case type. Rules are built through a low-code ‘IF_THIS_THEN_THAT’ interface.
There are four basic types of rule:
- Case assignment
- Case transition
- Date driven rules
- Case changes (e.g. from an integration)
Examples of some common rules (that could be combined into a single rule with multiple actions) could be:
- Setting an SLA for a case
- Sending an email
- Assigning a case
- Transitioning a case
- Populating a field with a value
- Setting a case date
- Triggering an interaction with an external system via an integration
