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.


For that, you should ‘Enable’ the Case Deflection Once you’ve enabled case deflection option, you need to select the Case Deflection Categories.


Based on the categories you will select, the customers searching for a query will be shown solutions from those particular categories.


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



Calendar: You can also enable calendar only for specific user groups.


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