November 4, 2016
Within Dovetail Agent, we support both Subcases, and Parent-Child Cases. A common question is: What’s the difference, and when would I use one vs the other? So lets address that question here. Subcases Subcases allow for multiple employees to work in parallel on a single Case. You can “subcontract” pieces of the work to other employees. For example, we may have a Case for a New Employee. As part of that, we can create 3 subcases: Create a General subcase for setting up the employee’s network account and dispatch to the Network queue. Create an Administrative subcase for ordering business cards and assign to the office admin. Create a General subcase for creating the user’s account in the CRM system, and dispatch to a queue based on auto-destination rules. All of those 3 subcases can be worked by different…
Comparing Parent-Child Cases to Subcases
November 4, 2016
Within Dovetail Agent, we support both Subcases, and Parent-Child Cases. A common question is: What’s the difference, and when would I use one vs the other? So lets address that question here. Subcases Subcases allow for multiple employees to work in parallel on a single Case. You can “subcontract” pieces of the work to other employees. For example, we may have a Case for a New Employee. As part of that, we can create 3 subcases: Create a General subcase for setting up the employee’s network account and dispatch to the Network queue. Create an Administrative subcase for ordering business cards and assign to the office admin. Create a General subcase for creating the user’s account in the CRM system, and dispatch to a queue based on auto-destination rules. All of those 3 subcases can be worked by different…