Case Deflection

You can also define advance configurations to different user groups like Case deflection, Knowledge Base Category and Calendar accessibility.


While creating cases from portal, Case deflection feature helps your customers to find the probable solutions before adding any Case. If no relevant solutions are found, then customer can proceed ahead by adding a new case.


It will search a solution for the enabled Case Deflection Categories (which belongs to Knowledgebase Categories of CRM). So, on enabling “Case deflection” you will be settings categories to be search while finding a solution.


Note: Case Deflection will only work if Knowledge Base module is enabled and Category is selected.


You can also enable calendar only for specific user groups.


Note: Calendar will only be enabled if Calls or Meeting module is enabled.